Open to opportunities

Ahmed Fawzy

@ahmedfawzy

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I lead customer operations, incident response, and AI-driven service improvements.

Egypt

Message

What I'm looking for

I'm looking to lead customer, service, or incident operations where I can use AI transformation, data analytics, cross-functional leadership, and continuous improvement to strengthen service reliability, customer experience, and business outcomes.

At SmartBuyGlasses–Motion Global, I lead reputation and community teams across 22 domains and more than 15 review platforms, raising overall ratings from 4.39 to 4.84 stars. I also led AI transformation in customer service through chatbots, integrations, automation, and triggers that improved efficiency by 8%.

Across Dollar General, Vodafone Intelligent Solutions, Help Mobility, and Vodafone UK, I’ve led major incident response, client relationships, sales support, and customer operations. I use ITIL, data analytics, stakeholder management, and continuous improvement to restore services, strengthen customer experience, improve SLA attainment, and deliver measurable business outcomes.

Experience

Work history, roles, and key accomplishments

Current

Reputation and Community Manager

Current

SmartBuyGlasses – Motion Global

Jan 2024 - Present (2 years 7 months)

Managed reputation and community teams, improving reputation ratings from 4.39 to 4.84 stars across 22 domains and 15+ review websites. Led AI transformation in customer service, improving efficiency by 8%.

Reputation Management Community Management Customer Experience AI Transformation Trustpilot Data Analysis Shopper Approved Sitejabber Reseller Ratings Google Reviews Facebook Instagram TikTok YouTube Twitter UGC Moderation Reporting

Incident Manager - Retail and Consumer Products

Dollar General

May 2023 - Jan 2024 (8 months)

Owned full incident lifecycle for critical business services, ensuring rapid restoration and compliance with SLAs. Led Major Incidents (P1/P2) and coordinated cross-functional teams for timely resolution.

Incident Management Major Incident Management Crisis Management SLA Management ITSM Monitoring Root Cause Analysis Problem Management Stakeholder Communication Executive Reporting Data Analysis

Client Relationship Manager

Vodafone Intelligent Solutions (Vois)

Jun 2022 - May 2023 (11 months)

Onboarded new business clients and managed relationships for 15+ clients, ensuring timely delivery and issue resolution. Improved client satisfaction by 9% through feedback analysis and process improvements.

Onboarding Stakeholder Management Data Analysis Forecasting Reporting Process Improvement Customer Satisfaction Customer Relationship Management

Customer Service and Sales Support Manager

Help Mobility

Jan 2020 - May 2022 (2 years 4 months)

Led sales cycle from prospecting to closure, driving 7% YOY revenue growth and expanding market share by 2%. Managed customer queries and complaints, ensuring satisfaction and operational quality.

Sales Management Business Development Customer Relationship Management Pricing Strategy Customer Satisfaction Operations Management Data Analysis

Internet of Things (IoT) Incident Manager

Vodafone Intelligent Solutions (Vois)

Mar 2018 - Jun 2021 (3 years 3 months)

Established service levels and operational metrics, improving MTTR by 3 hours and achieving 99.1% SLA. Led triage and support during major incidents, onboarded vendors, and managed change processes.

Incident Management SLA Management MTTR Triage Vendor Management Change Management Project Management Reporting

International Accounts Team Manager

Vodafone UK

Nov 2016 - Mar 2018 (1 year 4 months)

Coached and managed a team, achieving highest customer operation KPIs and improving NPS by 3%. Identified and addressed workplace issues and proposed solutions to upper management.

Team Management Coaching Performance Management Data Analysis Reporting NPS Customer Experience

Technical Subject Matter Expert (SME)

Vodafone UK

Aug 2014 - Nov 2016 (2 years 3 months)

Provided support and ensured high-quality work for customer care representatives, boosting FCR by 15% and improving NPS. Delivered briefings and knowledge sessions, and acted as knowledge SPOC.

Technical Support Subject Matter Expertise Knowledge Management FCR NPS Training Root Cause Analysis Postmortems

Customer Support Representative

Vodafone UK

Sep 2012 - Aug 2014 (1 year 11 months)

Delivered premium customer experience for Vodafone UK customers, handling billing, technical, broadband, and network queries. Maintained top KPIs for NPS, AHT, FCR, and quality, and mentored new team members.