Fady Sergios

monitoring all the customers interactions with the call center channels. insuring that the FCR is being achieved. reporting weekly and monthly on the customer service performance, and sharing findings and insights for improvement. conducting individual and group sessions according to the business needs. calibrating on a weekly basis with the quality team, and with the operations.

Soft skills trainer delivering phone techniques and how to deal with hard calls and how to give the best experience on the phone

joined vodafone early in 2008 started as an agent and was promoted to a quality coach 4 years ago
worked in New Zealand and Ireland accounts;
i also helped in opening premium and gold customer services queues in vodafone
helped to manage the quality team for 2 months, also managed the performance of a couple of teams on the queue;
i also helped in giving trainings, in soft skills and sense of ownership and acknowledgement of the customer's needs.
i helped in opening vodafone Ireland support queue in Romania.

now i am working for Etisalat Quality Assurance since September 2015, giving soft-skills training to the agents to improve the customer service concept on the floor.