Ahmed Elsayed

Ahmed Elsayed Customer Care & Operations Manager

Location: Cairo, Egypt (Open to Relocation to Qatar / GCC)

LinkedIn: linkedin.com/in/ahmed-elsayed-192babba | License: Valid UAE Driving License

PROFESSIONAL SUMMARY Results-driven Customer Care Manager with 9+ years of international experience across UAE, USA, and UK markets. Proven track record in managing high-end luxury brands (Bentley, Bugatti) and scaling customer operations from the ground up. Expert in CRM implementation, SLA optimization, and driving operational excellence using Six Sigma methodologies. Specialized in the GCC market with a deep understanding of multicultural customer experience and service delivery.

CORE COMPETENCIES

Operations: Call Center Management, SLA & KPI Management, Process Automation.
Strategy: Customer Experience (CX) Strategy, CRM Implementation, Complaint Resolution.
Leadership: Team Coaching, Cross-Functional Collaboration, Performance Management.
Technical: Six Sigma Green Belt, COPC Standards, Operational Excellence.
PROFESSIONAL EXPERIENCE

Customer Care Manager | TMS – Bentley, Bugatti, Armani Casa UAE | Apr 2024 – Jan 2026

Founded and scaled the Customer Care department, defining all SLAs and KPIs, boosting operational efficiency by 15%.
Launched live chat support, reducing response time by 25% and improving first-contact resolution (FCR) by 18%.
Implemented a robust complaint resolution strategy, decreasing escalations by 50% within six months.
Enhanced collaboration between sales and operations, increasing cross-functional efficiency by 10%.
Service Delivery Supervisor | Future Group Translation Services USA (Remote) | Feb 2023 – May 2024

Directed a 35-member interpreter team, expanding capacity by 60% while reducing turnaround time by 20%.
Optimized CRM workflows, increasing client satisfaction scores by 15%.
Achieved “MVP of the Year” for driving operational excellence and service improvements.
Service Delivery Team Lead | Centro USA (Remote) | Sep 2020 – Oct 2022

Supervised a team of 20+ agents, ensuring 95% adherence and 90% customer satisfaction.
Led process automation initiatives, reducing handling time by 15% and improving first-call resolution by 10%.
Developed a coaching program that increased employee retention and productivity by 10%.
Awarded “Employee of the Year” for leadership and performance excellence.
Other Experiences: Customer Service positions at Vodafone (UK), Talabat (GCC), and Teleperformance (UAE).

EDUCATION & CERTIFICATIONS

Bachelor of Commerce, Ain Shams University, Cairo.
COPC Implementation Leader (2023).
Six Sigma Green Belt (2021).
Project Management Skills for Leaders, LinkedIn.
LANGUAGES

Arabic: Native.
English: Fluent.
Urdu & Hindi: Basic.