Ahmad Albadry
Regional Process Improvement Lead - GMG
Dubai
Summary
I bring over 13 years of solid experience in Customer Service backoffice and complaints handling, with a primary focus on process improvement, customer journey enhancement, and achieving efficiency without compromising quality. My journey has spanned diverse industries such as Telecom, F&B, and eCommerce, equipping me with strong leadership, Customer Experience, process improvement, training, data analysis & business analysis skills.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
Work History
Regional Process Improvement | Business Efficiency Lead | Salesforce Administration
GMG
2 2022 - Current
- Oversaw the setup and configuration of voice telephony for GMG voice teams by working closely with IT
- Managed the integration of Salesforce and Jira cloud platforms
- Responsible for all aspects of user and license management including new user setup/deactivation, roles, profiles, permissions & public groups
- Salesforce configuration changes, including (but not limited to): Workflow Building, fields, page layouts, record types, custom settings, dashboards and reports
- User training and creating training materials
- Designed SFSC data integration models to streamline reporting for leads and managers
- Led the effort to develop a time-saving reporting system on SFSC and Jira involving over 20 onsite and 10 offsite leadership personnel
- Established the entire keyword-based article recommendation Knowledge Base
- Created the FAQs base for multiple websites, including Sun & Sand Sports, Dropkick, Under Armour, Nike UAE, and Nike KSA
- Currently managing user profiles, licensing, capacity and presence configs for chats, cases, and voice
- Helped maintain customer satisfaction and productivity metrics above target by managing system dispositions, establishing a CSAT system for voice, chat, and cases, creating an omni dashboard for productivity, CSAT, and NPS, enabling customer comms in the CRM system, configuring the omni-routing flows, and mapping the entire Chatbot flow
- Successfully achieved project milestones and deliverables with an internal team of 10+ product and project managers, QM, CSM, and CXM
- Managed the Géant call center project from scratch, including setting goals and purpose, defining stakeholders and scope, sharing deliverables and deadlines, defining the approach, and finalizing the timelines
- Designing presentations for year-wise performance insights, projects worked on & achieved milestones
- Strong organizational and time management skills
- Strong analytical and data-driven problem-solving skills.
Customer Experience Supervisor
noon
03.2018 - 02.2022
- Led two Customer Experience teams consisting of 14 Tier-2 advisors and 9 outbound agents, tasked with resolving customer complaints while ensuring SLA compliance, soft skills, and high CSAT scores
- Consistently achieved the highest quality scores across the organization over the past year
- Managed team performance and generated performance reports
- Monitored agent performance, providing proactive coaching to minimize performance discrepancies across the team
- Prepared staff for peak performance through regular knowledge updates, quizzes, coaching, counseling, setting expectations, and enforcing policies
- Ensured alignment with KPIs by monitoring daily productivity and sharing key data with the department manager
- Collaborated with managers to develop and implement new procedures
- Analyzed operational data and provided process improvement recommendations to department managers
- Maintained strong working relationships with advisors, leads, and managers
- Coordinated with internal departments to resolve service issues
- Enhanced complaint-handling operations through innovation, staff training, process implementation, system trigger setups, knowledge checks, and stakeholder collaboration to address system flaws, ensuring swift customer resolutions
- Developed automation strategies to optimize headcount efficiency
- Managed peak periods by leveraging big data for automation strategies, reducing unnecessary workload during major sales seasons
- Delivered reports on complaint inflow versus resolution rates, offering action plans for improvement
- Analyzed complaint-to-order ratios and identified key drivers to find quick, effective solutions.
Senior Process Coordinator
Talabat.com
10.2015 - 08.2016
- Relayed customer orders to restaurants using provided data
- Ensured orders were processed with the most accurate and current information
- Managed customer complaints, coordinating with restaurants for resolution on a case-by-case basis
- Acted as a liaison between internal web development teams and restaurant management.
Customer Service Supervisor
Foodonclick.com
10.2015 - 08.2016
- Supervised a team of 10 CS agents to ensure their key responsibilities were met, including relaying customer orders to restaurants using provided data, ensuring accurate order processing, managing customer complaints and coordinating with restaurants for resolution, and facilitating communication between website content teams and restaurant management.
Professional Freelance Arabic/English Translator
Greenline Media Productions
03.2015 - 12.2015
- Translating TV documentaries and other TV shows
- Participated in translating scripts for known TV shows like 'Design Star', National Geographic's 'Born Of Fire' and 'Talk To The Animals' which were broadcast on the GCC TV channels via Nilesat & Arabsat.
Technical Support Adviser
Vodafone
06.2009 - 12.2014
- Provided specialized technical support for mobile networks across platforms like Apple OS, Blackberry OS, Android OS, and minor support for Windows Phone OS
- Delivered network support for mobile broadband (modems) and tablets
- Assisted customers with setting up emails, voicemails, and new accounts
- Analyzed and troubleshooted cellular network issues, provided root cause analysis (RCA), and escalated to on-site engineers when needed
- Utilized remedy tools to track and document case progress
- Handled over 50-60 customer calls daily, maintaining top-level productivity
- Earned a reputation for resolving complex technical issues and delivering exceptional customer service
- Marketed and upsold products, services, price plans, new tariffs, and promotions.
Education
Licentiate - French Literature
Mansoura University
01.2004 - 01.2008
Skills
Process Review
Policy Management
Stakeholder Management
Operational Excellence
Customer Focus
Process Documentation
Coaching and Mentoring
Workflow Optimization
Process Mapping
Business process reengineering
Training employees
Business Process Analysis
Process improvement solutions
Customer Service
Problem-Solving
Time Management
Websites
Languages
English
Arabic
French (Elementary)
Timeline
Customer Experience Supervisor
noon
03.2018 - 02.2022
Senior Process Coordinator
Talabat.com
10.2015 - 08.2016
Customer Service Supervisor
Foodonclick.com
10.2015 - 08.2016
Professional Freelance Arabic/English Translator
Greenline Media Productions
03.2015 - 12.2015
Technical Support Adviser
Vodafone
06.2009 - 12.2014
Licentiate - French Literature
Mansoura University
01.2004 - 01.2008
Regional Process Improvement | Business Efficiency Lead | Salesforce Administration
GMG
2 2022 - Current
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