Ahmed Abdelwahed

I’ve been Leading & Managing the Social Media Customer Experience Team for Al Hilal Islamic Bank (Subsidiary of Abu Dhabi Commercial Bank).

Key Achievements:

• Built the Social Media team
• Equipped the team with essential tools & resources
• Designed and executed departmental strategy
• Enhanced Online Reputation Management (ORM)
• Implemented a Customer-Centric approach

• Improved customer satisfaction ratings by implementing new training programs for team members

My Responsibilities:

• Leadership & Team Management
• Performance Tracking
• Coaching & Development
• Shift Scheduling
• Stakeholder Reporting
• Strategic Planning
• Crisis & Risk Management
• Social Media Analytics & Presentations
• Project Management

I focus on building a high-performance team culture, optimizing KPIs, and ensuring our social media operations deliver measurable results in line with the bank’s commitment to exceptional service.

• Launched and established the social media strategy for Abu Dhabi Commercial Bank (ADCB) and managed platforms across multiple channels (Facebook - Twitter - Instagram - Linkedin - App Store - Google Play – Google Maps - Youtube).
• Led social media customer service strategy, including merger campaigns for ADCB, Al-Hilal, and UNB Banks.
• Engaged with customers online to maintain a positive brand image and monitored social media for feedback, reputation management, and crisis control.
• Assisted customers in using bank services, increasing First Contact Resolution (FCR).
• Provided senior management with reports on engagement, sentiment analysis, followers, and leads.
• Drafted responses, updated Q&As, and managed campaigns, competitions, and content suggestions with the Digital Marketing Team.
• Conducted social media analysis and prepared monthly reports and presentations for management.
• Trained and coached new team members.

• Monitoring digital conversations and mentions of Etisalat across social media, blogs, review platforms and news sites.
• Promptly addressing both positive and negative feedback, reviews and comments to ensure clear communication and timely resolution.
• Developing and maintaining a comprehensive online reputation management (ORM) strategy that aligns with brand goals.
• Analyzing data and sentiment trends to deliver actionable insights and reports on reputation metrics.
• Collaborating with PR and marketing teams to create strategies for managing reputational risks and amplifying positive narratives.
• Working closely with customer service, legal and other departments to manage potential crisis situations effectively.
• Crafting content and outreach strategies aimed at fostering positive engagement and brand advocacy online.
• Optimizing content for SEO to boost visibility and engagement across digital channels.

• Handle end-user live transactions following agreed scripts and processes to guarantee consistency and meeting of global requirement and standard
• Communicate with customers through the internet & Social applications such AVAIA
• Report and Resolve customer`s issues

• Handle-end user live transactions following agreed scripts and processes to guarantee consistency and meeting of global requirement and standards

• Report and Resolve customer`s issues

• Greeting and directing customers
• Cross-sell products
• Providing accurate information (e.g. product features, pricing and after-sales services)
• Answering customers’ questions about specific products/services
• Stay up-to-date with new products/services
• Inform customers about discounts and special offers

I have got my training as a lawyer in one of the biggest offices in the town.