Doaa Mesbah

• Manage, train & evaluation Key Account Executives, HR Specialists & Seniors.
• Provide support to all outsources staff in various related areas, and resolve any issue or challenge.
• Maintain & supervise a comprehensive filing system, both digitally & physically.
• Facilitate a smooth onboarding to deliver exceptional first-day experience.
• Supervise exit interviews for leavers/terminated staff, and ensure the related documents arecompleted accurately.
• Ensure compliance with the Labor Law, social insurance as well as internal regulations & guidelines.
• Create & update Job Descriptions & Performance Evaluation Process.
• Create comprehensive training plans, based on Training Needs Analysis with various trainingproviders.
• Supervise & evaluate the training plans excusion.
• Revise, oversee & share monthly performance reports, as well as any other report as requested.
• Supervise recruitment process, ensuring that the recruiters are utilizing all available sources to acquirethe suitable candidates, while maintaining a pipeline of qualified candidates.
• Implement different assessment & evaluation methods to guarantee that the candidates are followingthe required set of skills for competencies, technical & langauge etc.
• Ensure that the shortlisted candidates are fully aware of their tasks & responsibilities, as well as theirjob offer & benefits.
• Arrange Visas & Work Permit issuance for expats, as well as all the related arrangements such ashotel booking, airflights & other travel arrangements.
• Supervise all medical insurance activities, such as enrollments of new hires, changes & cancelations.
• Work with Personnel team to receive the updated medical insurance network on a monthly basis, andto ensure that it’s shared with the clients.
• Respond professionally & promptly to medical requests/inquires (approvals, refunds & lost cardsreissue) to avoid any complain.

- Developing a deep understanding of the technical and business challenges that face the clients.
- Identify opportunities to increase services offered to clients that best match their business needs.
- Monitor and analyze competition and assess threats to the company’s important clients.
- Build successful relationships with all teams that influence the clients’ cycle within the company.
- Building and maintaining relationships with clients that are built on trust and added value.
- Work hand in hand with account managers, business coordinators and consultants as well as the technical team (designers and developers) to identify any challenges and to eventually reach the best client experience at every point of contact.
- Essential and effective communication with different levels of management and team members to guarantee that all operations are smooth.
- Developing, monitoring and improving key performance metrics for operations including clients’ satisfaction, productivity and efficiency data.
- Managing strategic partnership with both internal and external business units.
- Identifying business needs and opportunities, establishing priorities and allocate resources to maximize clients’ satisfaction.
- Revise all documents and sign them off before sending to the clients.

- Leading a team of 15 to 17 members. Granting exceptional customer experience.
- Develop staff through coaching, setting up development plans tackling challenges.
- Provide regular feedback to Business Support Managers, whenever needed.
- Be a point of escalation in the handling of customer queries & complaints to reach a satisfactory resolution.
- Maintain team productivity levels in accordance with workforce.
- Team knowledge of products, services & applications.
- Maintain high quality of communication with internal &external customers.
- Deliver performance reviews &development plans
- Adherence to facilitating monthly one on one meetings with team members
- Effective management of team & departmental reward & recognition programs.
- Alignment to Vodafone’s Brand Essence & high performance culture Implementation & support of the Service Business Plan

1. MONITORING & REPORTING:
- Monitor frontline compliance in current UK processes, using different tools for compliance comparison.
- Produce daily, weekly & Ad-Hoc Reports.
- Monitor system/data security compliance reports.
- Peer to peer feedback to/from Egypt & UK.

2. MANAGE INCIDENTS:
- Manage non-compliance through appropriate database & flag delayed feedback beyond SLA.
- Follow up & capture incident feedback.

3. COMMUNICATION CHANNELS:
- Replicate required communication on different channels.
- Ensure maintenance & consistency in all OnSite owned communication channels.
- Conduct mystery shopping, surveys & Quizzes to test communication understanding.

4. CUSTOMER SATISFACTION:
- Health check complaints received for non-compliance.
- Test customers’ journeys ensuring great experience at points of change.
- Capture frontline feedback on change prior to launch ensuring customer experience risks are flagged.

5. CHANGE CONTROL:
- Managing new changes to current processes/products till new projects are blended completely into daily processes/products.
- Communication of changes to different department & areas, and hold related focus group to discuss challenges & resolutions.

- Resolving customer requests efficiently & effectively, for network, handsets, and bills, offering world class customer service at all times.
- Whenever required, coordinate & escalate unresolved cases to management.
- Ensuring First Call Resolution, as well as customers’ satisfaction & Net Promoters Scores.

- Monitoring inbound, outbound calls, and emails, and monitor data accuracy.
- Mentor & support new employees.
- Adopt & ensure team member adherence to Acts & Regulations.
- Develop team members through monthly coaching, the provision of on target feedback, counseling & recognition.
- Implementing customer satisfaction survey, and tackle customers challenges.
- Developing weekly & monthly operational reports, and work on team performance development.
- Facilitate service evaluations to ensure the delivery of excellent standards of customer contact ensuring the achievement of KPIs & Customer Operations Targets.
- Owning & managing the client relationship: resolving calls efficiently & effectively.
- Working on improvement of processes & procedures with the responsible teams & department.