Ahmed Zoher brings over 22 years of rich experience in customer service, with a specialized focus on building and managing call centers from the ground up. Currently serving as Senior Customer Service Manager at Momentum in Abu Dhabi, he has successfully spearheaded the launch of a new call center, overseeing the full lifecycle from planning to execution. Ahmed excels in integrating advanced software solutions such as CRM and ticketing systems to boost operational efficiency and elevate customer experience.
Driving Customer Experience Excellence
A forward-thinker in digital transformation, Ahmed proactively drives AI-powered initiatives that streamline processes and enhance customer interactions. He has developed and implemented robust standard operating procedures for various communication channels, including phone, live chat, and email, ensuring consistent service quality and process clarity.
A Proven Record in Leadership and Operational Excellence
Before joining Momentum, Ahmed managed multiple real estate client call centers at Provis Estate Management, successfully leading teams comprising 70 agents and several team leaders and coaches. His key achievements there include:
- Achieved full automation of manual workflows.
- Launched four new call centers from the ground up.
- Improved customer satisfaction metrics significantly, resulting in a 30% boost in ROI through process enhancements.
His leadership journey also includes managing multiple call centers across India, Jordan, and Dubai for Landmark Group. Ahmed effectively streamlined coordination, handled escalations, and implemented customer experience strategies that aligned with organizational goals. His experience extends to pivotal roles at Teleperformance, Vodafone, and Udrive UAE, where he demonstrated expertise in operational restructuring, KPI management, and digital transformation.
Academic Achievements and Continuous Development
Ahmed is currently pursuing a Master’s Degree in Digital Transformation and Artificial Intelligence from Universitat de Barcelona and ZIGURAT Institute of Technology. He holds a Bachelor of Arts in Business Administration and Management from The Open University. Animating his career with continuous learning, Ahmed has earned certifications in:
- Anti-Money Laundering
- Project Management (Google)
- Lean Six Sigma Green Belt
- Customer Experience Strategy
Leadership Philosophy: Empowering Teams to Excel
Ahmed believes in empowering teams through training, clear communication, and cultivating a customer-centric culture. His leadership approach balances technology, process optimization, and people management, ensuring that customer service centers operate efficiently while consistently exceeding expectations.
Recognized Impact in the MENA Region
Ahmed Zoher is a respected figure in digital innovation and operational excellence within customer service landscapes across the Middle East and North Africa. His proactive adoption of AI and dedication to transforming business processes continue to impact organizations positively, positioning them for future success.
Ahmed Zoher is committed to leading the next generation of customer service innovation, fostering resilient teams, and delivering exceptional experiences in an increasingly competitive market.
