Ahmed Gamal Hendawy
Abu Dhabi
Summary
Customer Service and Contact Center Supervisor with 10+ years in government utilities and healthcare sectors in UAE. Expertise in call center operations, KPI/SLA management, and customer complaint resolution. Skilled in workforce supervision, budgeting, and driving continuous improvement initiatives. Data-driven leader focused on enhancing customer experience and operational efficiency.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Abu Dhabi Government CRM Lead
Al Ain Distribution Company (AADC)
Abu Dhabi
06.2021 - Current
- Supervise daily customer service operations, handling Abu Dhabi Government customer complaints in compliance with defined SLA requirements and quality index.
- Monitor and review call centre performance reports, customer satisfaction surveys, and quality metrics.
- Develop and implement call centre strategies, standard operating procedures (SOPs), and departmental KPIs.
- Prepare and manage monthly and quarterly performance reports related to government service activities.
- Lead and coach customer service teams to improve service quality, efficiency, and customer experience outcomes.
- Leveraged Abu Dhabi Government CRM system (800555 platform) to manage, monitor, and resolve customer complaints effectively, ensuring KPI targets for response time, resolution rate, and customer satisfaction met.
- Attained and maintained superior KPI performance by fulfilling Abu Dhabi Government targets for complaint resolution, SLA adherence, and service excellence through strategic case prioritization and team collaboration.
- Achieved Rank 1 performance for three consecutive years within Abu Dhabi Government customer service performance evaluations, based on KPI results, SLA compliance, and customer satisfaction outcomes.
- Reduced complaint backlog and escalations by enforcing strict case ownership, follow-up controls, and quality monitoring standards.
- Recognised as a trusted focal point for Abu Dhabi Government complaint management due to consistent delivery of high-performance results and compliance standards.
Contact Center Supervisor
Oman International Hospital
Oman
02.2020 - 04.2021
- Oversaw inbound and outbound call center operations, including task distribution and staff scheduling.
- Prepared annual budget and monitored operational costs to ensure financial efficiency.
- Developed KPI dashboards and performance reports for monthly and quarterly reviews.
- Presented performance data and improvement recommendations to senior management.
- Organized staffing plans and shift patterns to align with service demand fluctuations.
Back Office Appointment Manager - Continuous Improvement Team
Cleveland Clinic Abu Dhabi
Abu Dhabi
11.2014 - 07.2019
- Managed operational and administrative activities, including attendance tracking and scheduling for clinic staff.
- Developed and implemented strategic plans to enhance clinic efficiency and service delivery.
- Provided leadership support to clinical and administrative teams, ensuring alignment with operational goals.
- Identified and evaluated new business opportunities and operational expansion initiatives.
- Oversaw patient appointment scheduling for outpatient and ancillary departments, ensuring appropriate visit type and urgency.
Education
Bachelor of Commerce - Accounting
Alexandria University
Alexandria01.2010
Skills
- Call Center Operations Management
- Customer Service Leadership
- KPI & SLA Monitoring and Reporting
- Customer Complaint Management (Government & Healthcare)
- Quality Assurance & Continuous Improvement
- Workforce Planning & Shift Scheduling
- Budget Preparation & Cost Control
- Performance Reporting (Monthly & Quarterly)
- CRM Systems & Customer Experience (CX)
- COPC Standards
- Process Improvement
- Microsoft Office (Excel, Word, PowerPoint)
- Epic Systems (Cadence, Prelude, Resolute)
Certification
- Six Sigma Green Belt, Ongoing
- COPC Certification, 2016
- Leadership Training, Leadership Academy
- Epic Software Training: Cadence (Scheduling)
- Epic Software Training: Prelude (Registration)
- Epic Software Training: Resolute Professional & Hospital Billing
- Mubadala TAWASOL Program, 2015
Accomplishments
- Ranked #1 for three consecutive years in Abu Dhabi Government customer service performance evaluations based on KPI achievement, SLA compliance, and customer satisfaction results.
- Successfully managed and resolved high-volume Abu Dhabi Government complaints through the 800555 CRM platform, consistently meeting response and resolution targets.
- Contributed to significant reduction in complaint backlog and escalations by enforcing structured case ownership, follow-up controls, and quality assurance standards.
- Recognized by senior management as a trusted focal point for government complaint handling and service quality compliance.
- Played a key role in improving overall customer experience metrics through process improvements, team coaching, and performance monitoring.
Languages
Arabic
English
Timeline
Abu Dhabi Government CRM Lead
Al Ain Distribution Company (AADC)
06.2021 - Current
Contact Center Supervisor
Oman International Hospital
02.2020 - 04.2021
Back Office Appointment Manager - Continuous Improvement Team
Cleveland Clinic Abu Dhabi
11.2014 - 07.2019
Bachelor of Commerce - Accounting
Alexandria University