Business Development Sr. Supervisor Embassies Services
Vodafone International Services
مجموع سنوات الخبرة :16 years, 2 أشهر
o Acquiring new Clients for the Embassies Services at Vodafone International Services
o Finding new revenue streams that acquires the facilities provided by Vodafone International Services
Call Center
Visa Application Center
Onsite Service Support
o Build good relation with current and potential clients
o Establish a good relation with Embassies Community in Egypt
o Explore Global opportunities
o Managing new products through product cycle
- January 2011 till Present
o Role Summary:
Lead, supervise, motivate, improve and develop the performance of the VAS Team Leaders and their reporting representatives ensuring the satisfaction of the High-Value customers calling- while achieving set revenue targets and efficiently managing costs
Managing the relationship with the Client ensuring applying international Quality standards and handling enquiries in an adequate time
Increasing revenue opportunities with current clients or bringing new clients
Direct report responsibility lies under it a centralized Call Center for the USA in 11 Countries in the Middle East
Direct report responsibility lies under it dealing with 15 European countries
o Specification
Essence of Role/Key Accountabilities Efficiency
• Ensure effective and efficient day-to-day performance of VAS representatives.
• Ensure the adherence of the team members to the Customer Operations department policies, procedures and standards
• Provide support to the team members to handle difficult customers successfully by providing guidance, empowerment, alternatives and solutions
Quality
• Introduce New Quality Measures.
• Develop and improve processes to maintain the highest level of customers
• Provide a high level of quality monitoring to ensure a dedicated continuous progress of the team.
• Develop and improve processes to maintain the highest level of customer (embassy and Applicant) satisfaction
Drive Profitability
• Generate New Revenue streams through adding new opportunities.
• Re visit existing deals with partners for the best of the business.
Communication
• Coordinate between the VAS and other Cross- Functional departments, such as COPS communications, Marketing and the IT Departments.
• Ensure a successful, win-win relationship with the partner Embassies through efficient and effective account management, and achieving embassy deliverables
Complaints
• Handle the applicants/customers complaints/escalated cases in timely manner that ensures the maximum customer satisfaction
.
Role Dimension: Financial
• Managing relationships with partners & any external entities
Role Achievements
• Successfully maintaining revenue increase year over year
• Managing the Clients relations successfully putting Vodafone in a good business position, Embassies are:
o Italy
o Germany
o Netherlands
o Austria
o Poland
o Belgium
o Georgia
o Cyprus
o Ireland
o Hungary
o Luxemburg
o Spain
o Greece
o Portugal
o Slovakia
• Success in the client relationship management resulted in:
o Adding 3 new Embassies to the Visa services
o Renewing the contract for the US Embassies in the MENA region
o The first Embassy to join the VAC was the Embassy of Georgia
- October 2009 till January 2011
o Having Best Quality and figures for Several months
o I developed my team as 2 were selected as Flyers and 2 Trainers
o I started QA account in VIS from scratch with my colleagues, no direct manager for 6 months
o Team Presentation (First time in VIS)
o Team DataBase
o Conformance Formula
o Handling Scheduling before handing over to WF
o Acting as WF Spoc and Outsourcing spoc for the Qatar account
o Working with AVAYA CMS application
Leading a team of 19 members to achieve department goals
Driving the performance to achieve the goals
Handling escalations
Performing one on one meetings
Handling team meetings
Attending managers monthly meeting
Updating performance on system
Delivering result
Managing a changing environment
Managing streams: Customer Satisfaction Program, Development Sessions “ Share n’Learn “ & interviews
1-Customer Satisfaction Program:
we receive reports from Vodafone Australia about how customers was satisfied with the type of services we are offering, I re arrange the report and update it to report to each supervisor available then make analysis about main causes for why we are facing low scores and providing new ideas on how we can improve the Department’s Customer Satisfaction Scores, allowing me to create meetings with my managers and spoke supervisors as well
2-Development Sessions “Share n’Learn”:
Managing the training module to improve all department advisors and senior advisors soft skills and technical skills by gathering presentations from all supervisors team members then arranging a 10 minutes assessment for the advisors or senior advisors to select the most skilled for this presentation to arrange the date and attendees from colleagues.
3-Interviews:
Managing interviews for the department and setting the new process for interviews for selecting candidates, by applying new English tests and Competency based questions
Managing the area for a scheduled event to maintain and achieve Service Level “ Real Time Manager “ RTM
Handling the leaves and HR inquiries
Updating Schedules
Managing performance reports
Communicating with Vodafone Australia for outage in network detection
Communicating with Vodafone Australia in crisis situations
Coaching for team members
o Handling accounts receivable
o Data entry on oracle finance 11I, including receipts, drafts, invoices, remitting checks and drafts, applying
o Take decisions on shipping or manufacturing products according to customer's condition and sending mail to start it and signing shipping release so the products can be shipped or start fabrication, as I am the only one responsible for shipping and manufacturing in the factory for the local sales
o Issuing invoices
o Handling checks with banks
o Working with LGS
o Working with LCS
o Issuing end of month reports ( such as AGING )
o Handling scrap sales
o Checks receiving from customers
o Representing the department in meetings with the GENERAL MANAGER and preparing meeting presentation
o Representing department in any other meeting with SALES MANAGER AND FINANCIAL MANAGER and preparing presentation
o Filing
o Issuing receipts