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Ahmed El gendy User

@ahmedelgendyuser

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Business Analyst at Vodafone UK and Intelcia Egypt, improving workflows by 40% and response efficiency by 20%.

Egypt

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What I'm looking for

I'm seeking Business Analyst, Data Analyst, or Consulting opportunities.

At VOIS (Vodafone UK), I co-led process improvement and change management initiatives that reduced response handling times by 40% and improved workflow efficiency by 20%. I also resolved customer cases across voice and live chat and coached colleagues on customer interactions.

At Intelcia Egypt, I analyzed recurring friction in debt-resolution workflows and contributed findings to process improvement discussions. I worked directly with clients to negotiate repayment terms and develop account recovery plans.

For GreenSteps, my Helwan University graduation project, I led requirements gathering, system design, and technical documentation as System & Team Leader. I conducted a user survey and translated its findings into system requirements for a recycling and sustainability platform.

Experience

Work history, roles, and key accomplishments

Call Center Representative, Debt Collection

Intelcia Egypt

Jul 2025 - Dec 2025 (5 months)

Managed a live portfolio of Optimum USA client accounts, structuring payment resolutions and account recovery plans. Negotiated repayment terms with clients in financially distressed situations and analyzed workflow friction points to improve processes.

Debt Collection Negotiation Account Management Process Improvement KPI Compliance Client Data Analysis

Call Center Representative, Customer Service

VOIS (Vodafone UK)

Jul 2024 - Mar 2025 (8 months)

Delivered client service across voice and live chat channels, sustaining high quality assurance scores. Co-led process improvement initiatives that reduced response handling times by 40% and lifted workflow efficiency by 20%, while resolving 300+ cases monthly and training 15+ colleagues.

Customer Service Live Chat Voice support Process Improvement Change Management Quality Assurance Training Coaching Escalation Management

Customer Service Representative, Easy Switch (HBB Activations)

VOIS (Vodafone UK)

Mar 2023 - Mar 2024 (1 year)

Managed broadband activation and relocation requests end-to-end, coordinating with technical teams. Served as Team Delegate, coordinating escalations and tracking team performance, and took on supervisory duties during management absences.

Customer Service Broadband Service Activation Escalation Management Team Coordination KPI Tracking Supervision Skills

Education

Degrees, certifications, and relevant coursework

Helwan University

Bachelor of Business Administration, Business Information Systems

Grade: 2.80

Activities and societies: Served as System & Team Leader for a 5-member graduation project team, leading requirements gathering, system design, and technical documentation.

Graduated with a Bachelor of Business Administration in Business Information Systems, achieving an overall grade of 2.80.