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
undefinedAccomplishments
- 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
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