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Ahmed Elgendy
[email protected]
Abu Dhabi 135315, United Arab Emirates
Profile

Results-oriented Customer Service & Fulfillment Executive-CRM Specialist with a track record of exemplary performance spanning over six years. A highly skilled and analytical leader with a strong aptitude for problem-solving and strategic planning. Demonstrated success in effectively resolving customer concerns, delivering top-tier service, and implementing scalable strategies.

Professional Experience
August 2022 – presentAbu Dhabi, United Arab Emirates

Customer Service Group Leader and CRM Specialist

IKEA
  • •Oversaw three teams (Customer Service, Aftersales, and Front Disk) consisting of 14 co-workers, ensuring efficient operations and high-quality service delivery.
  • •Managed customer service team responsible for exchanges, refunds, and addressing customer inquiries and complaints, maintaining a benchmark of 2.8% of store sales and handling CRM accounts for customer complaints.
  • •Led the aftersales team in handling CRM accounts, customer complaints, and replacements, achieving an 80% resolution rate within 48 hours and 95% within 72 hours. Conducted investigations with service providers to determine reasons for returns and damages.
  • •Analyzed CRM department KPIs and PulseCX modules to provide insights and recommendations for improvement, achieving an average customer satisfaction benchmark of 80% across all modules.
    • November 2020 – August 2022Abu Dhabi, United Arab Emirates

    Customer Service Operations & Fulfilment Executive

    IKEA
  • •Managed and supervised multiple teams, including Back Office, Front Desk, and Kitchen specialists, totalling 18 co-workers.
  • •Implemented effective management tactics, financial analysis, budget control, and a payroll and staff management system.
  • •Demonstrated exceptional time management skills and handled a high workload while positively influencing people in a customer-centric environment.
    • November 2018 – October 2020Abu Dhabi, UAE

    Home Delivery & Fulfilment LM Group Leader

    IKEA
  • •Reviewed and coordinated delivery activities, ensuring timely operations.
  • •Analyzed and resolved delivery issues promptly, optimizing operational performance.
  • •Handled live operations, service providers assigned jobs, and customer escalations.
    • May 2017 – October 2018Dubai, United Arab Emirates

    Policy Analyst

    Abu Dhabi Commercial Bank
  • •Conducted comprehensive financial evaluations of customers using computer statistical programs to generate financial ratios.
  • •Ensured accuracy and reliability of customer-supplied information by performing CPV ("Customer Point Verification") checks and data validation.
    • Education
    Mansoura, Egypt

    Bachelor of Business Administration

    School of Commerce and Business, Mansoura University
    Ahmed Elgendy