Ahmed Tawk Ahmed Awn
Kuala Lumpur
Summary
Dynamic professional with a proven track record at Cognizant, excelling in quality assurance and operational excellence. Expert in data analysis and process improvement, I have successfully implemented innovative solutions that enhanced efficiency and reduced errors. Adept at mentoring teams, I foster collaboration and drive results in fast-paced environments.
Overview
8
8
years of professional experience
1
1
Certificate
Work History
Senior Process Executive
Cognizant
Kuala Lumpur
07.2023 - Current
- Improved operational efficiency and upheld high performance standards through effective collaboration with cross-functional teams.
- Mentored fresh graduates under a Cognizant-Malaysia HR initiative, guiding them in developing AI-driven business ideas for medical screening.
- Proposed innovative AI-based healthcare solutions to key stakeholders, contributing to strategic discussions and planning.
- Managed the seamless placement of advertisements on our social media platform, with a focus on integrating ads to align with the user experience, and content moderation standards.
- Collaborated with cross-functional teams to refine content moderation policies, staying up-to-date with evolving content types, and emerging challenges.
Accommodation Service Specialist
Agoda
Kuala Lumpur
11.2021 - 11.2022
- Responded to 20 client calls and 15 chat inquiries daily, and provided information about the hotel's services, amenities updates, and serviced their requests.
- Collaborated with hotels to provide the best level of information for guests, and to ensure a seamless and enjoyable stay.
- Established positive client relationships through effective communication and relationship management.
- Highlighted 30% of errors when handling eCard requests and related issues, and implemented an alternative method for request tracking.
- Collaborated with the geo-location team to fix region-based closures for certain hotels, and escalated the issue to the tech team.
- Created new processes for follow-up with ticket requests between teams in order for the requester to keep track of their requests without the need to pile up other requests, reducing the load by 70% from traditional methods.
- Ensured compliance with applicable laws, regulations, safety standards, and internal policies and procedures when providing service.
- Provided guidance and support to junior staff members when needed.
Quality & Training Specialist
Accenture
Kuala Lumpur
08.2017 - 11.2020
- Conducted regular audits and evaluations of content moderation operations for 50 agents on a daily basis to ensure quality and accuracy.
- I provided training and mentored new team members on a scale of 15 to 25 agents weekly while maintaining quality at 98-100% for a span of 1 year.
- Analyzed and reported key performance metrics to senior management.
- Ensured compliance with industry standards and regulations.
- Performed calibration calls weekly to align with the client's goals and targets.
- Implemented quality assurance processes, which resulted in a 5% reduction in employee errors.
- Led continual improvement projects to optimize process cycle times.
- Developed innovative coaching techniques for the team to efficiently work with clients.
Education
Bachelor - business administration
Sana'a University
Sana'a, Yemen01.2015
Skills
- Quality assurance and control
- Data analysis
- Problem solving
- Operational excellence
- Process improvement and optimization
- Risk management and assessment
Certification
- Coffee Quality Cupping, Semps, 2010
- Certified in coffee tasting and quality assurance
- Lean Six Segma White Belt
Languages
Arabic
First Language
English
Advanced (C1)
C1
Accomplishments
- Recognized as a Key Contributor for Operational Excellence for consistently enhancing team performance and efficiency.
- Received an award for maintaining a 98% quality achievement over the span of one year.
- Earned an appreciation award for mentoring and guiding juniors under the Malaysia HR Association and Cognizant initiative focused on AI-driven healthcare solutions.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Process Executive
Cognizant
07.2023 - Current
Accommodation Service Specialist
Agoda
11.2021 - 11.2022
Quality & Training Specialist
Accenture
08.2017 - 11.2020
Bachelor - business administration
Sana'a University