Ehab Awad

Multidisciplinary professional with more than 15 years of experience across Information Security, Fraud Investigation, Telecommunications, Operations, Customer Experience, Logistics & Supply Chain, Human Resources, and Marketing within leading multinational organizations including Vodafone, Amazon, Siemens Healthineers, Zeta Pharma, and Bypass. Demonstrated expertise in fraud prevention, internal investigations, information security controls, customer retention, service delivery, and operational excellence.

Customer Care Team Leader - Amazon

(2022-09 - 2026-05)

• Led a team of 20 associates achieving +90% NPS and 90% SLA adherence.
• Improved productivity by 15% while maintaining quality scores above 90%.

Operational Team Leader - Bypass

(2022-06 - 2022-09)

• Led a team of 5 agents managing 500+ monthly transactions while maintaining operational SLA targets.

Human Resources Team Leader - Zeta Pharma

(2020-10 - 2022-06)

• Led recruitment and onboarding activities for 20+ employees annually, supporting workforce growth and retention.
• Supported HR operations and employee relations initiatives across multiple departments.

Marketing & Communication Team Leader - Siemens Healthineers

(2020-02 - 2020-10)

• Coordinated 20+ marketing and communication projects across Egypt, ensuring on-time execution and stakeholder alignment.
• Collaborated with internal stakeholders to deliver communication initiatives aligned with business objectives.

Fraud Investigations Specialist - Amazon

(2019-09 - 2019-12)

• Investigated 200+ fraud cases monthly, reducing false-positive escalations by 20% and supporting compliance targets.

Information Security Specialist - Vodafone Egypt

(2018-06 - 2019-04)

• Conducted 100+ security reviews/audits and supported compliance initiatives.
• Reduced security incidents or policy violations by 10%.

Internal Fraud Investigation Specialist - Vodafone Egypt

(2016-07 - 2018-06)

• Investigated 250+ internal fraud cases annually.
• Identified fraud risks and implemented controls that reduced financial exposure and strengthened internal compliance.
• Partnered with compliance and security teams to investigate high-risk cases and strengthen internal controls.

Customer Care Premium Team Leader - Vodafone Egypt

(2014-06 - 2016-06)

• Supervised a team of 8 agents, Achieved +90% customer satisfaction and 80% first-call resolution.

Senior Customer Support Specialist – Platinum & Roaming - Vodafone Egypt

(2007-06 - 2014-06)

• Handled thousands of Premium, Platinum and roaming customers' complaints while maintaining premium service standards.

Bachelor's Degree - Accounting and Business Management - Modern Academy Maadi (2004 - 2007)

High School Diploma - Suez Canal School (1999 - 2002)