Ahmed Mohamed
About Ahmed Mohamed
Ahmed Mohamed is an Associate Customer Experience professional at Delivery Hero in Berlin, Germany, with over 8 years of experience in customer service, call center management, and quality assurance.
Current Title and Company
Ahmed Mohamed currently holds the position of Associate Customer Experience | Global Product at Delivery Hero, based in Berlin, Germany. In this role, he focuses on enhancing the customer journey and ensuring top-tier customer experience through data-driven approaches and innovative solutions.
Previous Roles and Experience
Before joining Delivery Hero, Ahmed Mohamed worked at Talabat as a Customer Experience Project Manager from 2018 to 2020, where he was responsible for overseeing customer satisfaction initiatives. Prior to that, he held the role of Process Improvement Lead at Careem in Egypt from 2017 to 2018, focusing on process enhancements. From 2013 to 2017, Ahmed was employed at Teleperformance Egypt, first as a Quality Assurance Coordinator and then as a Quality Assurance Supervisor, specializing in ensuring service quality and efficiency.
Education and Certifications
Ahmed Mohamed earned a Bachelor's degree in Art/Art Studies from Helwan University Cairo, completing his studies from 2008 to 2011. He holds multiple certifications, including Six Sigma, Quality, and Customer Experience. He is also certified as an IRCA lead auditor and has expertise in Lean Six Sigma and COPC standards.
Customer Experience Initiatives at Delivery Hero
At Delivery Hero, Ahmed Mohamed has been instrumental in enhancing the customer experience. He developed a comprehensive questionnaire based on various customer journey touch-points and designed a loyalty driver tree to pinpoint significant delights and pain points. Furthermore, he arranged a customer experience workshop to discuss findings with a cross-functional team and created a detailed customer experience road map outlining specific actions and time frames.
Specializations and Expertise
With over 8 years of experience in customer service, call center management, and quality assurance, Ahmed Mohamed specializes in NPS (Net Promoter Score) and customer satisfaction metrics. His experience extends to human resources, business intelligence, and process coordination. He is dedicated to creating awareness and ownership of journey performance tracking within teams, regularly reviewing overall journey performance and customer priority areas to ensure customer experience excellence.