1. Ahmed Tarek Khalil
80/9/22 El-Rehab city
Cairo, Egypt
Telephone: 02-26077653
Mobile: 010-04424404
Email: Ahmed.tarek-said@vodafone.com
Career Objective
I am seeking a challenging career opportunity with an international
organization, where I can fully utilize my combined skills and experience
abilities while preparing myself for new absorbing challenges.
Professional Profile
• Results-driven
• Dynamic Presenter: Excellent written, verbal, and interpersonal
communicator.
• Self-Starter: Meticulously organized and detail focused, passionate
about work committed.
• Strong team player/leader: Who excels in mediating among multiple
divisions of large organizations and maintains productive relationships
with staff, peers, and management.
Education
 School: B.karnak Language School (American Diploma) Heliopolis -Cairo
 University: Arab academy for science, technology and maritime transport
 Faculty: Maritime transport.
 Major: Marine officer & logistics studies.
 Fourth Grade: Good
 Graduation Project: Container handling development
 Project Grade: Excellent
Professional Training
From: Feb. 2009 to Feb. 2010
Guided Sea Training Ship Period ON “AIDA4”
Vessel: Aida4 , Type: Training Ship , Job: Cadet

2. Additional skills
 Able to work on own initiative and as a part of team
 Excellent communication skills
 Developing and motivating my team to achieve our objectives
 Highly ability to work under stress
 Self-motivated, persistent and task focused
 Excellent internet and Social media browsing skills
 process enhancement skills
 Ability to work effectively within a team
 Excellent communication and presentation skills
 Excellent negotiation Skills
Courses:
• Survival at sea
(From: 19/4/2001 – To: 24/2/2016)
• Fire Fighting
(From: 19/4/2011 – To: 24/2/2016)
• First Aid
(From: 19/4/2011 – To: 24/2/2016)
• Social Responsibilities
(From: 19/4/2011 – To: 24/2/2016)
• Pollution Prevention
(Date: 23/2/20011)
• Proficiency in Survival crafts and Rescue Boats
(Date: 19/4/2011)
• RADAR/ARPA
(Date: 19/4/2011)
• Communications
(Date: 19/4/2011)
• GMDSS

3. (Date: 1/8/2011 – To: 24/7/2016)
• Security
(Date: 12/7/2011 – To: 12/7/2016)
Work Experience
 November 2011 – December 2013, Working on Vodafone Egypt
Customer Care Department “Call Center High Value representative”
• Delivering a first class, professional customer service.
• Resolving customer enquiries and complaints.
• Being the first point of contact with a customer.
• Providing a comprehensive information service to the public.
• ability to resolve the majority of enquiries at first point of contact.
• Ability to remain calm when dealing with emotional, difficult or
distressed customers.
• Keeping administrative records up to date.
• Providing excellent customer service.
• Sales orientated.
• Acting as a wizard ( floor support ) for new comers to help them
with inquires in their early login period
• Delegate Team leader: Dealing with different tasks including
complains toward the team members, annual leaves reservations.
• Supporting Complaint department
• Member of Vodafone Egypt Escalation Team since April 2012 till
now.
• Excellent communication skills.
 December 2013 – March 2016 , Working on Vodafone Egypt
Customer Care Department “Premium Senior Representative”
Adding to the above value:
• All KPI’s have been stretched to match the new customer
experience
• Offering world class customer experience
- Provide Vodafone Egypt Premium/ Platinum customers with all

4. required information related to the company products and services
with delighting them with a superior customer service
- Providing guidance in areas of professional matters as requested
or needed
- Applying FCR concept for all customer’s inquires
- Prioritizing and achieving multiple tasks, establishing and meeting
deadlines
- Follow up all customers related issues and provide timely
feedback to Vodafone Egypt Premium/ Platinum Customers.
- Adhere to Customer Operations Department policies and
procedures.
- Provide customers with superior recommendations and actions,
and be a driver for customer’s satisfaction and Loyalty
- Perform standardized activities and tasks efficiently and
effectively.
- Pro-actively reinforce Vodafone’s customer care proposition
during all contacts
- Handle and retain all the customers’ complaints within the SLA.
- Own and manage the customer relationship through managing
the customer complaint and retain them in an efficient and timely
manner
- Explore the required negotiation skills for making payments' deals
when needed.
- Create a smooth communication channel with different
departments to resolve customer problems and requests when
needed in a highly professional manner
- Applicable directly coordinate with customers to assist them with
any questions or issues arising from their use of Vodafone’s
business solutions and hardware.
- Implement high quality standards of Customer Service for
Premium/ Platinum customers through exceeding all KPI’s
threshold
• Communication:
- Communicating effectively with all departments of the Vodafone
business that he/she will need to engage to deliver on operational
or project implementations
- Create a smooth communication channel with different
departments to resolve customer problems and requests when
needed.
- Up selling and cross selling
- Coordinating with and across teams and communicating
• March 201 – Present , Working on Vodafone Egypt
Planning & Development Department “Quality
Assurance Specialist”
• Give and create End to End customer experience by spotting any
gap in commercial operation and give recommendations based on
customer feedback from calls

5. • Evaluate customer experience and suggest operational
enhancement to improve TNPS & NPS
• Evaluate agents' performance concerning the quality of service
offered.
• Capture and report customer comments towards continual product
and services
• Defined the main reasons for detractor customer and report it
• Evaluate and direct vendor to enhance core customer experience
Performance Standards
• Activities and tasks:
- Handling complaints
- Floor duties
- Loyalty tasks
• Person Specification:
• Advanced technical and trouble shooting skills.
• High Analytical Skills
• Ability to think out of the box
• Leader ship and entrepreneurial spirit
• External Market knowledge.
• Advanced Billing handling.
• Excellent sales and telemarketing skills.
• Excellent computer skills
• Excellent negotiation and listening skills
• Creative problem solver and decisions maker
• Excellent command of English language
• Strong interpersonal skills.
• Flexible team player with ability to work on own initiative and
consistently meet demanding deadlines.
• Must be able to display a capacity for problem solving
• Ability to handle multiple tasks.
• Capability to work under high pressure with positive attitude
• Team oriented, and able to operate with an ideal team spirit.
• Dynamic, creative and self-motivated.
• Excellent knowledge of all Vodafone products and services
• Highly self-motivated and self-driven agents
Computer Skills

6.  Microsoft Windows
 Microsoft Office ( word- excel- PowerPoint-out look)
 Excellent user of internet.
Languages:
 Arabic: Mother Tongue
 English: Good Written, Spoken, Understanding& Communicating
Personal Data
 Nationality: Egyptian
 Date of birth: 11-2-1989
 Gender: Male
 Military service: Exempted
 Marital status: Single
HOPING THE ABOVE MEETS YOUR REQUIREMENTS.

7.  Microsoft Windows
 Microsoft Office ( word- excel- PowerPoint-out look)
 Excellent user of internet.
Languages:
 Arabic: Mother Tongue
 English: Good Written, Spoken, Understanding& Communicating
Personal Data
 Nationality: Egyptian
 Date of birth: 11-2-1989
 Gender: Male
 Military service: Exempted
 Marital status: Single
HOPING THE ABOVE MEETS YOUR REQUIREMENTS.