Telesales Agent
wasla
Total years of experience :0 years, 1 Months
Important Tasks
May /2011 Wasla ( out sours to Vodafone Egypt)
Title: Call center Agent
• Customer Care.
• Follow up for welcome customer process.
• Follow up for Med-High customer process.
• Follow up for high customer process.
• Follow up for premium customer process.
• Follow up for platinum customer process.
• Mange owns the case task for team and other teams.
• Delegation the leader for some case by mail.
• Achieve Vodafone quality assurance target.
• Achieve wasla quality assurance target.
• Achieve leader quality assurance target.
• Follow up for Vodafone one program as process and roll up case.
• Handle escalation call without send to escalation team.
• Follow up for pre-paid rate plans.
• Follow up for Post-paid rate plans.
• Follow up for corporate rate plans.
• Follow up for policy and procedures for pre-paid customer.
• Follow up for policy and procedures for post-paid customer.
• Follow up for policy and procedures for corporate customer.
• Top performance for highest quality and balance dispute less refunded during ( January 2013)
Jul. /2009 Etisal international ( out sours to Etisalat Egypt)
Title: Telesales Agent
• Customer Care.
• Customer Experience & Poaching
Placing outbound calls for surveys about network quality, new promotions & targeted premium customers to switch to Etisalat with the same number or with golden numbers with special offer.
• SME Sales Specialist
Monitoring, reporting, handling complaints mails and TT related to poaching
• Sales Executive
Handling and reporting operation to achieve GL & Options targets
• Agent in Virtual Shop retail poaching team
Green Line, Options, ADSL, USB, Corporate Lines, MNP
• Telesales Trainer
• ADSL & Voice Operation sales
• Telesales Virtual Shop cases
Responsibilities: • Supervising virtual shop team to upload ADSL, Green Line ATP and Green Line SD, USB, Green Line MIX and MNP.
• Activation for Green Line SD.
• Activation for MNP.
• Handling stock management.
• Handling cash with finance and Amanco.
• Handling Telesales safe box.
• Monitoring logistics.
• Dealing with Warehouse for stock.
• Reporting directly to Telesales Manager.
• Testing ADSL and USB service to be launched from Telesales.
• Testing Green Line MIX service to launched from Telesales.
• Testing Green line Etisalat Club to launch from Telesales.
• Canceling Green Line tendering old scenario to save a lot of money and stock for Etisalat
• Creating Telesales Virtual Shop
• Settled Green Line SD, MNP and Green Line MIX new process
• Testing for new SSS automation to save head count
• I'm the delegate the supervisor task when he annual or off or meting.
• Activate New Post paid Line on the billing system.
• Activating new post paid line no existing billing account (existing customer)
• Activating post lines with a platinum number from the platinum pool in one of our stores after customer chooses it.
• Customer buys one of Etisalat Misr handset bundle and wishes to activate the line on post-paid rate plan.
• Activate new data SIM on the billing System.
• Activate new data SIM with USB on the billing system.
• Tips on USB data bundles migration for data lines and for options unlimited.
• Follow up about USB Bundle Barring Process.
• Activating post line with push mail service along with Samsung i600 handset.
• Converting prepaid line to options post paid on billing system.
• Transferring ownership of post paid contract from one customer to another.
• Customer Calls our customer care numbers to require options bundle upgrade or downgrade.
• Creating prepaid account for Etisalat Customer who visits one of our stores to convert his line from paid to prepaid.
• Converting all the business related lines (employee, Business, use etc ..) owned by Etisalat Misr employee to normal