Summary
Overview
Work History
Education
Skills
Accomplishments
Work Availability
Quote
Certification
Timeline
OperationsManager

Wael Abo Elkher Ahmed

Digital Transformation Manager
Sharjah,Shj

Summary

Customer Experience and Digital Transformation Professional with 10+ years of extensive expertise across the domains of Digital Transformation, Projects and Team Managing, Customer Support, Data Analysis, Sales and Complex Problem Solving. Allied proficiency in strategic thinking, multi-tasking, leading and developing high performing teams in multi-cultured environments and enabling corporations develop competitive advantage under unfavorable economic circumstances. Seeking a key executive position at an established organization where prior experiences, accrued skills and perpetual desire to pursue excellence will lead to the realization of bottom-line gains and corporate objectives

Overview

4
4
Languages
4
4
years of post-secondary education
10
10
years of professional experience
9
9
Certificates

Work History

Digital Transformation Manager

Etisalat
Dubai
09.2019 - Current
  • Owning company’s digital transformation strategy starting from building it’s business case until delivery.
  • Transforming traditional customer care to a digital care.
  • Designed and delivered over 50 digital projects.
  • Developed and implemented performance improvement strategies for Etisalat's mobile application and plans to promote continuous improvement.
  • Saved 27 million dirhams by implementing cost-saving initiatives that addressed long-standing problems.

Decision Support Manager

Etisalat
Ajman
06.2017 - 09.2019
  • Reporting directly to SVP/ Customer Care.
  • Applying data science to support decisions
  • Project managing: Digital Customer Care transformation and Strategic Projects.
  • Participating in company’s strategy planning.
  • Establishes data accuracy and validity derived from a variety of systems.
  • Developed data-gathering and reporting structures from ground up and strategized methods capitalizing on system features.
  • Designed and automated more than 10 innovative digitization and online marketing report tools and dashboards based on key performance indicators for different management levels, leading to increased transparency and sales performance.

Training Specialist

03.2016 - 06.2017
  • Created and oversaw sales and customer experience training programs for Etisalat customer care operations.

Telesales Team Leader

01.2014 - 03.2016
  • Ensuring that staff are motivated, monitored and measured in line with company targets and performance standards.
  • Responsible for making sure that any gaps in performance or quality are quickly identified and addressed.
  • Producing accurate reports on team performance for senior managers.

Telesales Agent

05.2012 - 12.2013
  • Max Revenue achieved is 96,622 AED.
  • Always one of the best five sales agents.

Customer Service Representative

03.2011 - 05.2012
  • Working in a big company (Etisalat) trying to achieve its service level and its goal to reach to every customer in UAE made me able to work under pressure and made me able to carry great responsibilities.
  • Communicating with all nationalities with different cultures gave me great ability to handle any inquiry from any person.

Education

Bachelor’s degree -

Alexandria University
09.2006 - 05.2010

Skills

Digital Industry Acumen

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Accomplishments

  • Functional knowledge of Digital Transformation, Customer Experience, Sales and Telecommunication.
  • Self-motivated and highly organized.
  • History of working with integrated teams.
  • High attention to details.
  • Special Certifications.
  • Data Science – Microsoft.
  • Digital Branding and Engagement - edX.
  • Project Management Professional “6th edition”.
  • Lean Management & Six sigma.
  • ILM Certified Trainer.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

The way to get started is to quit talking and begin doing.
Walt Disney

Certification

Big Data on Cloud

Timeline

Big Data on Cloud

08-2020

MS Azure Adminstrator

08-2020

Data Science by Microsoft

12-2019

Applying Machine Learning by Azure

12-2019

Python Programming Language by Microsoft

11-2019

Querying Data with Transact-SQL

10-2019

Excel Advanced

09-2019

Analytics Story Telling for Impact

09-2019

Ethics and Law in Data by Microsoft

09-2019

Digital Transformation Manager

Etisalat
09.2019 - Current

Decision Support Manager

Etisalat
06.2017 - 09.2019

Training Specialist

03.2016 - 06.2017

Telesales Team Leader

01.2014 - 03.2016

Telesales Agent

05.2012 - 12.2013

Customer Service Representative

03.2011 - 05.2012

Bachelor’s degree -

Alexandria University
09.2006 - 05.2010
Wael Abo Elkher AhmedDigital Transformation Manager