Leading Team consist of 15 Agents supporting Mobile internet and ADSL for internal technical Inquiries. Acting as Customer support manager for all numbers and figures for Mobile Internet and ADSL second line team. Ensure applying the company strategy in terms of being a service differentiation. Collect and analyze the results of Queue calls, set plans and ensure conducting training to enhance the performance. Responsible for CCT and NPS results. Monitoring the quality and effectiveness of the training on products and services. Delivering outstanding customer service level compared to competitor practice, through understanding the value and the needs of customers. Participating in different projects and tasks to develop business and enhance the customer experience.

Participated in creating and launching Vodafone Egypt Cloud service in regards to Service
model building – Service Level Agreement – Building Communication channels with all
stakeholder.
Creating all Core and required function and access for 1st line support- Implementing all Test
checkpoints & phases before launching.
Communicating with all Stakeholder like Marketing - Commercial– Technology -Service level -
Communication –Sales Online-Customer experience teams to implement launching Cloud
portal- creating all quality and customer experience thoughts.
Owning Product training for other departments-Communicating with Domains Registrar for
renewal or cancellation requests.
Support Technical Problems for CLOUD Platform which include (Exchange, SharePoint, Bulk
SMS, Virtual machines, web-hosting, Office 365.

Responsible for supporting all technical problems related to VF products and service like USB,
Blackberry,3G routers, Hosting providing like (Sharkey, Maktabi).
Confirm that FCR is done through all our direct contact channels 2828, internal inquiry queue
4644 and resolving service requests from 888.
Acting like Focal point to communicate with any vendor (RIM for BB and APPLE and Huawei.
Participating in the Internet call center team launch by working on Call Activities project and
working creates presentations as a guide to facilitate the workflow & support new staff.
Participating in Internet call center launch by working as floor walker and team leader for
newcomers.
Working as 2nd line Support in all Business solutions Inquires (ADSL-mobile internet).

Working as a team leader in high-value team acting all supervisory tasks with high team
members.
Ensure that team members are resolving 100% of the received customer cases, answering
customer inquiry and/or fulfilling his request at the first contact.
Applying all professional ways and providing different alternatives to satisfy the customer, and
own the fix in case of cross-functional issues.
Ensure applying accurate and relevant transactions on systems and applications in all
received contracts.
Encourage & Reward quality.

Premium complaints tasks; Resolving all kind of complaints (CEO complaints-Customer
satisfaction – wrong information over promising –network complaints –value added service –
quality of service …) and close it on its service level.
Vodafone one points tasks; (Handling all inquiries and complaints related to VF one programs
tasks) through Email or Trouble tickets withholding or access of adding or adjusting or
Professional training
communicating with all stakeholder like (Marketing team –communication team- Radio Shack
– B-tech – Vodafone stores-virgin-apple best buy-Jovitronics ..)
Outbound Call back task; Exporting all repeated customers who called us from same issue
more than 3 times to make sure that their problems are solved and follow-up resolving it.
Outbound follow-up task.

First line interface to the highest valued Customers in Vodafone.
Exceed Customer's Expectation while handling each call.
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Met all customer call guidelines including service levels, handle time and productivity.
Delivering all reports and performing all due tasks.

Respond and handle all cases and calls During night shift time.
Having all access and responsibilities in order to achieve FCR.
Run and monitor all High usage reports.
Adhered to Customer's confidentiality at all times.
Solved unresolved customer issues.