Ahmed Gamal

I am a Service Quality & Patient Journey Lead at Appolonia World, specializing in improving service quality, optimizing end-to-end client journeys, and driving measurable business growth through innovation and automation. Over the past years, my initiatives have contributed to: • 40% increase in new client acquisition • 20% improvement in online reputation and reviews • 50%+ faster response times through AI-driven automation • Stronger conversion performance and service efficiency I work closely across operations, marketing, community engagement, and Co-founders to build seamless experiences that strengthen trust, loyalty, and long-term growth.

01

Patient Experience Manager
| Service Quality

Appolonia Dentistry For Children

Client Success & B2C Operations

Taqeef Refrigeration & Air
(O'General & Midea) Main Distributor

02

Consistency makes success inevitable

Experienced professional in client success and sales, focused on enhancing customer experiences and supporting product/service promotion. Coordinating with the technical Support team and clients, handled complaints and found solutions to follow FCR.

Skilled in understanding customer needs, upselling and cross-selling, and aligning offers with client expectations. Proficient in preparing reports, analysing data, and identifying trends to improve marketing and customer care initiatives. Able to blend customer service excellence with marketing insights to drive both customer satisfaction and business growth.

03

Patient Experience Manager
| Service Quality

I was part of the initial team supporting customers following the official launch of the 4th network in Egypt. ( Batch 1 )

Selected carefully after intensive 8-hour assessments, I quickly joined to provide immediate support during the launch of the 4th GSM Service, which required a team with experience, charisma, and professionalism.

My responsibilities included assisting new customers, activating lines after purchase, answering inquiries, and providing technical support for line and network issues (troubleshooting).

This role played a key part in developing my professional skills and career, including teamwork, problem-solving, working under pressure, communicating politely and effectively with clients to ensure high levels of customer satisfaction

KPI'S

NPS: Net Promoter Score

FCR: First Call Resolution

AHT: Average Handling Time

Stable tone of voice - Never Hang Up the call immediately & wait for 3 seconds after finishing, - Never interrupt a client - Adhere to the promise as promised to clients - Smiley Tone Of Voice

Customer Care - Complain Handling

Orange - EGYPT

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formerly known as Mobinil - the oldest mobile network in Egypt, founded on March 4, 1998

Worked as a customer care for a part-time 6 Month contract - 2016

Feel Free to ..

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