Adjunct Professor
University of the People
Total years of experience :10 years, 5 Months
Vodafone Egypt Telecommunications S.A.E (COPS Dept.)
o (Aug. 2007-Till date) in Vodafone Egypt as Call Center supervisor.
Job specification
Lead, supervise, motivate, improve and develop the performance of the call center representatives to achieve multiple and various goals
Ensure effective and efficient day to day performance of call center
Ensure the adherence of the team members to the customer operation department policies, procedures and standards
Provide support to the team members to handle successfully difficult customers by providing guidance, empowerment, and alternatives and solutions.
PREVIOUS WORK EXPERIENCE:
Vodafone Egypt Telecommunications S.A.E (Enterprise Dept.)
o (July 2007-AUG 2007) in Vodafone (Vodafone Egypt) as Account Angel Senior representative.
Job specification
Handling inquires from the Corporate Authorized customers.
Vodafone Egypt Telecommunications S.A.E (COPS Dept.)
o (OCT 2006-July 2007) in Vodafone (Vodafone Egypt) as Blended contact center senior representative.
Job specification
Supporting many departments such as collection, Trade line support, account angel premium and call center.
Vodafone Egypt Telecommunications S.A.E (COPS Dept.)
o (SEP 2005-OCT 2006) in Vodafone (Vodafone Egypt) as customer operations representative.
Job specification
Handling inquires from prepaid & postpaid customers segment dealing with billing systems and prepaid administration systems and Trouble - shooting with all the above to Exceed customers expectations
Vodafone Egypt Telecommunications S.A.E (COPS Dept.)
o (Aug. 2007- march 2015)
in Vodafone Egypt as Customer care and enterprise account supervisor.
Job specification
Lead, supervise, motivate, improve and develop the performance of the call center representatives to achieve multiple and various goals
Ensure effective and efficient day to day performance of call center
Ensure the adherence of the team members to the customer operation department policies, procedures and standards
Provide support to the team members to handle successfully difficult customers by providing guidance, empowerment, and alternatives and solutions.
Previous work experience:
Vodafone Egypt Telecommunications S.A.E (call center Dep)
o (March 2011 - march 2015) in Vodafone (Vodafone Egypt) as call center supervisor
Job specification
Handling teams from high value agents in call center
Vodafone Egypt Telecommunications S.A.E (COPS Dept.)
o (OCT 2006-July 2007) in Vodafone (Vodafone Egypt) as Blended contact center senior representative
Vodafone Egypt Telecommunications S.A.E (COPS Dept.)
o (SEP 2005-OCT 2006) in Vodafone (Vodafone Egypt) as customer operations representative.
Job specification
Handling inquires from prepaid & postpaid customers segment dealing with billing systems and prepaid administration systems and Trouble - shooting with all the above to Exceed customers expectations
I will finish in Aug and will start my PDA in September
I will start in September 2022 and its in progress till 2024
Education : B.Sc. of Commerce – Ain-Shams University (English Section). Major Accounting. Grade Very G5ood. Date May. 2005. Attended courses : Financial courses: o Oil and Gas Accounting. provided by The Human Development unit Ain-Shams university. o The Basics of Capital Market. Provided by Cairo and Alexandria stock exchange. Soft skills courses : o Leadership course. o Communicatio course. o Self Planning course. o Time Management course. o Self learning course. o Mind Mapping course. o Think different, course includes ( 6 Hats - Lateral Thinking - Creative Thinking - Memory enhancement). Researchs made : o The War Trade. o Deterioration of Egyptian Pound. o The effect of GATT on the 3rd World and especially on the Arab Countries. o Trends in Globalization and their impact on developing countries specially Egypt.
