Vendor Management Supervisor
Vodafone Egypt
Total years of experience :12 years, 5 Months
Managing operation and monitoring SL with the Vendor (ECCO).
Keep an eye on day by day SL.
Ensuring high level of quality and giving needed session to agents upon weakness survey.
Ensure that we have forecasted staff and if there is shrinkage, overtime is requested to meet SL.
Ready for new offers by communicating with the staff rapidly & in efficient way.
Ensure meeting deadlines with ECCO for Vodafone requirements.
Focal point between HR and customer care.
Handling the process of transferring the outsourcing agents to be in sourced ( Vodafone Employees ).
Handling with the agents their resignation with vendors and signing their contracts with Vodafone.
Solve salary problems for those who didn’t receive their salary normally.
Initiating HR letters for those who don’t have bank accounts.
Meet deadline with HR.
Managing CVM project with WASLA, ESNAD and ECCO.
Managing CVM project with delivery vendors to deliver old and unreached customer.
Monitoring on vendors reports.
Listening to vendor’s calls to ensure that quality meets Vodafone criteria.
Consolidate performances report to the CVM management daily.
Planning / Getting needed poaching numbers & data to send them to vendors when needed.
Handling complaints from customers and coordinate with vendors.
Ensuring that agent’s bank accounts are received and is correct in order to be able to receive their salaries normally.
Handling new comers agent and provide them with the necessary support.
Monitoring agent’s performance and give on target feedback.
Updating agents with their productivity Day by day and MTD.
Teaching my Team Vodafone culture& attitude.
Monitoring SL and act on upon situation.
Handling One to one and team meetings.
Handling customer’s complaints and escalations.
Handling No show Tasks and Resignations for all Team leader’s Team.
Handling agents leaves (Sick, casual, ex..)
Handling Overtime hour’s collection for all COMED departments.
Monitoring agent performance.
Handling One to one and team meetings.
Handling customer’s complaints and escalations.
Manage 15 agents and handle all their requests (leaves, schedule, exceptions, exc…)
Identify required and desired areas of operational improvement and work with the Workforce to deliver these improvements.
Observation for all calls (Recorded/ live) and give direct feedback for agents.
Handling Voice of the customer report through :
1. Finding customers problem.
2. Giving recommendations for solving problem.
3. Highlighting Minor/Major mistakes/problem that impact customers.
4. Aiming customer satisfaction.
5. Updating Top management and all concerned parties with the problem.
6. Aligning with a lot departments (Heads, Managers, Communication, Commercial and others)
05/2009 (Development Plan)Process Improvement dedicated for ADSL
* Find out the ADSL Gaps that is handled by Process or Projects.
*Ensure minimizing process that will lead to customer satisfaction in parallel with cost and quality.
N.B: I have a lot of achievement in that field that brings about 330.000 l.e and still gaining profit till now.
1. Handling projects from A-Z starting from the idea ( this appears from flow of ideas in ADSL and sent to Fekrity mailbox)
2. Moving through planning, monitoring and controlling ending by execution, this including :
a) Scope management.
b) Cost management.
c) Planning management.
d) Human resource management.
e) Hand over management.
f) Integration management.
Example: Prepaid ADSL cash flow.
Managing team on billing Queue.
Managing team collecting bad debts for ADSL prepaid customers.
Support with the all needed information and assistance.
Build new reports to be used in our new roll.
Presenting the results to the management.
Handling team problems.
Solving any conflicts between team members or with any other departments.
Manage with love and respect.
Customer Service Rep., Vodafone Egypt:
08/2006 (Blended Senior Contact center Agent).
•Supporting all Department in the Customer operation (Complaint & retention) Vodafone directory (2121), Visa appointment, Call center, Activation, Premium customers, Account angel of business accounts) .
•Handling floor and distributing agents according to each segment needs.
•Member in the 3 G team located in demo area in dallah.
•Creating new ideas for departments in order to facilitates to our colleagues and also our customer ,
•Shared in many UAT’s.
•Member in the planning committee team for blended area.
•Sent many ideas to customer care communication and last one was for global sim swap.
•Discovered many frauds cases and reported it to Fraud Team and lines were suspended.
•Received recognition mail from customer and was sent to Richard Daly and Ahmed Essam and Mona Hegazy.
•Employee of the month for August.
•Supporting MNP project and retained 1 High customer and 1 Medium customer.
•Supporting ADSL and add my output for their workflow.
•Recognition from the P&D management for my progress to retain revenue loss while supporting the ADSL with 320, 000 l.E in parallel of that this story entered last round in the Customer Care Hero and it was rated the 2nd story.
•Recognition from ADSL Supervisors for my efforts to make a complete process for any deactivation ADSL customer and for creating Adjustment /GL codes to collect the deactivation fees on them.
•Delegate on my Team several times.
•Recognition for Adel Nagar (Night Shift Supervisor) for my way to find a way to say YES" to Platinum customer.
02/2005 (Trade Line Support Agent)
• Handling Calls from Dealer to activate new line (Customers & Employees) and performing Sim Swap (Multi, E-Sim, Sim swap).
• Handling many Mail Boxes (Business Support, Floor Mail box, Resignation).
• Handling Floor Tasks (Applications, Follow up, Escalations).
09/2003 (Prepaid and Post Paid):
Job description:
• Handling inbound calls with high quality.
• Communicating with higher levels ex. Managers and other departments
• Coordinating & fully responsible for all events held in the team.
• Establishing good contacts & relations with potential customers & valuable sources.
• Handling all administrative matters in general.
• Ensuring that the policies and procedures of the department are followed.
• Manage the ongoing relationship with the customers.
• Solving the customer problem on the Spot or make with him Follow up.
Passed level 6 in Berlitz and now i will start attending level 7.
I passed level 5 and now going to attend level 6