Ahmed Awad
About Ahmed Awad
Ahmed Awad is a Customer Service Manager at TELUS in Saskatchewan, Canada, with extensive experience in IT service desk management from his tenure at Vodafone International Services.
Current Role at TELUS
Ahmed Awad is presently employed as a Customer Service Manager at TELUS in Saskatchewan, Canada. Since 2017, he has been leading a national team of 1st and 2nd line agents. His responsibilities include recruiting, engaging, coaching, and supporting team members. He is also tasked with implementing and tracking performance objectives and measures to maintain customer satisfaction and operational excellence.
Previous Experience at Vodafone International Services
Ahmed Awad has an extensive background with Vodafone International Services (VIS), where he held multiple roles. He served as a Service Desk Supervisor from 2010 to 2016, Sr. Engineer, IT Service Desk from 2008 to 2010, and Engineer, IT Service Desk from 2007 to 2008. His tenure at VIS provided him with significant experience in IT service desk management and supervision.
Educational Background
Ahmed Awad earned his Bachelor of Science (BSc) in Computer Science from October 6 University, completing his studies from 2002 to 2006. This academic foundation has provided him with the necessary skills and knowledge for his various roles in customer service and IT service desk management.
Team Leadership and Management
In his role at TELUS, Ahmed Awad is responsible for leading a team across different time zones while supporting various products. He ensures team engagement and satisfaction through effective recruitment, coaching, and support. Ahmed also provides performance updates to senior leadership through regular and ad hoc reports, focusing on resourcing needs and issue resolution.
Collaboration and Client Management
Ahmed Awad fosters a culture of collaboration and consultative enablement with business partners at TELUS. He manages client contract expectations to ensure they align with contracted service commitments. Additionally, he is adept at collaboratively negotiating positive outcomes in multidimensional, multi-stakeholder discussions.