International Wholesale Account Supervisor
Victorylink
Total years of experience :15 years, 7 Months
Identify new business prospects for the company.
Assist in maintaining direct relationships with A2P aggregators.
Building accounts into greater strategic accounts.
Client acquisition and retention.
Account management.
Negotiate direct interconnection agreements.
Analyzing rates and daily traffic exchange among the accounts.
Review NDA's and contracts for management approval.
Periodic international travel and networking events.
Performing high level of professional communication and transparency with our stakeholders for planned and unplanned outages through different communication channels (SMSs, Mails and phone call) and always listens and ask questions to make everything clear to all our stakeholders.
Handling all Vodafone EG outages (planned and unplanned) and work to minimize its duration in order to decrease its impact.
Escalating all unplanned outages after being validated in a timely manner (within 15 minutes) and submitting the proper Trouble ticket for it.
Work in an efficient way according to the Service Level Agreement & escalation matrix while handling unplanned outages and ensure to send the proper communication SMSs from both SMC and Technology team on time.
Updating SMC database with all planned and unplanned outages and Ensuring periodic reports and upon request, reports are produced on time with efficiency and high quality.
Asking for the rote cause of all unplanned outages and IR report in case of major outages.
Asking for recovery plan/action (if do-able) after confirming unplanned outage resolution to minimize the fire back impact on both customers & business.
Handling the Business Continuity Plan arrangements when needed and ensure minimal business impact
• Insure availability in assigned areas based on the area business need\working hours.
• Perform daily monitoring for all SR assigned to SMC tracking
• Support customers and business requirements related of the PC software or hardware requirements
• Issue necessary trouble tickets and insure proper escalations
• Ensure resolving all the Trouble tickets related to software and hardware according to SLA through performing proper follow up and escalation
• Support major changes related to customer care PCs hardware, upgrades and moves and insuring successful deployment and minimal impact on Customer care operations through pre-coordination, testing and health check
• Ensure customer high satisfaction through prompt response
• Take necessary actions and initiatives to save Customer care Cost and maximize benefit and utilization of hardware resources
• Working with users for identifying and delivering essential PC service levels.
• Monitoring and testing PC performance and providing PC performance reports and statistics.
• Responsible for call center agent handsets.
• Planning and following up for internal or external relocation or move projects.
Blended call center provides support to different departments in the customers operations:
• Business solutions like Blackberry and USB technical support.
• ADSL customer support in billing and technical issues.
• Account angel for corporate accounts to accomplish all end users customers' needs and requests required by the authorized person for the business account.
• Vodafone Directory Assistance (2121) to help customers that looking for an address, need a phone number or have any question.
• Activation department to activate customer's new lines and make the line conversion from postpaid to prepaid and the opposite, also all change rate plan requests.
• Vodafone Dealers Queue (5050) to help dealers to make SIM swap, MNP process and E-Top up services, also resolving any problems that they may face.
• Collection Queue in bound team (881) to educate customers about the dead line of their bills, and educate them about the way of payment, also supporting customers by making deals to facilitate paying the required amounts needed.
• Full bill explanations, new offers, promotions and services with first call resolutions concept to customer inquires.
• Bill dispute, handling complaints, call back process and online contacts with customer during working hours.
• Participate in piloting new activities for front line support.
• Member in the planning and development team for blended area.
• Respond promptly to customer inquiries.
• Handle and resolve customer complaints.
• Obtain and evaluate all relevant information to handle inquiries and complaints.
• Manage customers' accounts.
• Record details of inquiries, comments and complaints.
• Record details of actions taken.
• Follow up on customer interactions.
-Provide and dispatch immediate actions to all guest concerns.
-Arrange wake up calls.
-Ensure follow-up of action is completed with-in the quoted time.
-Work with related departments to ensure efficiency in meeting guests needs
-Handling Guest complains immediately.
Tele-Sales Agent, offshore account.
• Selling International lines over the phone under the name of (Union Telecom Company) in USA.
• Increasing the number of company's customers by taking referrals from existing customers.
Nov. 2008 Verification Agent.
• Verification call is the second line recording call that we close the deal in, after making sure that the customers got all the right info about the offer, terms and policy then close the deal.
Jan. 2009 Designated trainer for new comers.
- Meeting customers to sell them Encyclopedia under the name of United National.
• Worked in the international account that called Super Pages.
• Convincing USA corporate owners to advertise on www.superpages.com the online version of yellow pages.