WORK EXPERIENCE
From February 2012 till now: works for Vodafone Egypt for the below positions:
• Feb 2012 till Nov 2013: Senior advisor “Complaints and Retention” management.
- Handling customer’s complaints that I receive from customer care and retail advisors “wrong information, wrong transaction, behaviour, confidentiality and escalations”.
• Dec 2013 till now: Senior advisor “Electronic channel complaints” management.
- Handling customer’s inquiries, complaints and suggestions that he/she send through Vodafone website.
- Handling social media complaints that we receive on “Twitter, Facebook, Vodafone forum and etc.”.
- Aligning with other parties for “sponsorship, charity, public relations and commercial”.
From August 2009 till January 2012 works for Wasla Contact Centre for the below positions:
• Aug 2009 till Jan 2010: Call centre advisor for (FAW) project.
• Feb 2010 till Jul 2010: Outsourcing Call centre advisor for Vodafone “CO-MED area”.
- Answering customer’s inquiries for core and medium segments.
• Jul 2010 till May 2011: Outsourcing Call centre advisor for Vodafone “Night shift area”.
- Answering customer’s inquiries and requests for High, premium and platinum segments.
• Jun 2011 till Jan 2012: outsourcing team Leader for Vodafone.
- Leading a team consists of 25 new hired agents for about 8 months.
- Ensuring that all the team members achieve their KPI’s.
- Train the employees for the new promotions, services and rate plans.
- Handling customer’