Mohamed Elsheshngy

Experience

• 

  AKHNATON Travel Agency

  Jun 1995 - Sept 1998

  • Tour Leader in Spain

    Jun 1996 - Sept 1998

  • Tour Leader in Turkey

    Jun 1995 - Sept 1996
• 

  Akhanton travel& Amc airlines

  Jul 1997 - now

  Operations Manager
• 

  AKHNATON” Travel Agency

  Jan 1998 - Jan 1999

  Cruise Director

  Ensure all the fasciitis & the service in the ship is working properly Manage the port in &port out process for each country in short time lines Ensure providing an excellent & interesting service during Visits in each country is to all the tourist Handling all the complains which is related to the tour , tour leader, etc and ensure maintain the customer experience during the trip .

• 

  A Touristic” Travel Agency-

  Jan 1999 - Jan 2000

  Assistant Marketing Manager

  Open a new market IN Russian to visit the Red Sea Area developing the tourism promotions ideas based on the information from the visitors & industry research and implementing the promotional campaignMonitoring, evaluating &modifying the tourism marketing plan.Maintain and develop existing and new customers through planned individual account support.Liaise and attend meetings with other company functions necessary to perform duties and aid business and organizational development. Manage the external marketing agency activities of tourism and research. Negotiate contracts for the travel agencies and manage renew, review contracts as required to enable effective business, operations. Show less

• 

  ART / Arab Radio & Television

  Jan 2000 - May 2001

  Sales Manager
• 

  Vodafone

  May 2001 - now

   Strengthen the collaboration with the sales channels (stores, kiosks, dealers and agents) to better serve the customer. Minimize the potential loss and devise methods to improve the productivity of the department. Enhance the skills of the team members and identify opportunities for development to improve the performance. Deal with all the sales channels to fulfill all their inquiries regarding customers' needs to achieve high level of customer satisfaction. Plan and organize the workflow for all tasks keeping the same level of quality. Evaluate the individual performance according to the performance agreement and the whole department performance and assure that tasks are efficiently handled.  Coach and deliver feedback to team members. Monitor, observe, evaluate and prepare needed data to deliver accurate and regular reports to management regarding process, team and individual evaluations. Motivate the team member using the most suitable tools for motivation to keep their high spirit and enthusiasm while handling their daily tasks. Facilitate and implement the projects of the department and manage assigned projects and developing personal skills and talents. Assure healthy atmosphere of communication among the team members and between the TLS and the other departments Assure healthy atmosphere of communication among the team members and between the consumer activation business support and the other departments(( HR, Marketing ,Data warehouse, MIS, Regulatory) Ensure that each member of staff receives monthly performance reviews (one on one) and development plan Align the partners with Vodafone Goals, ensure the awareness of Vodafone Values, ensure living Vodafone environment Show less Collect and analyze the results of all the customer care departments to define the gaps which will impact on the customer experience and set plans and conduct training to enhance the performance. Manage the mystery shopping calls to all the customer care departments to ensure delivering right information to the customers. Attend & monitor the bill review for all the segments to ensure that the bill will issue in an excellent view with no issues or mistakes. Monitor the behavior of the customer care agents and report any gaps or issues to the Management team to set a plan to develop them.  Mange the regular bench marks between all the compotators to ensure providing the best quality of service. Set the selection criteria for the agents, interview and conduct initial and on job training Review and action the team reporting– daily/weekly/monthly. Handle complaints from all teams and maintain complaints reporting. Ensure alignment between Vodafone goals, values and constantly improving Customer Experience. Bring VBO to life and ensure the maximum alignment between team members and Vodafone values. Responsible for cascading department strategy, and initiatives and for communicating company objectives to working groups on a regular basis. Ensure the consistent communication within all the customer care departments is going on a timely manner in a proper way. Show less

  • Complaints & Retention Manager at Vodafone

    May 2001 - now

  • Consumer Activation Supervisor

    Mar 2007 - Sept 2010

  • Senior Quality Assurance Specialist

    Jan 2004 - Mar 2007

  • Customer Operations. Campaign Management agent

    Apr 2003 - Apr 2004

  • Customer Operations- Call Center-Senior Night Shift Agent

    May 2001 - Apr 2004
• 

  Vodafone Egypt

  Sept 2010 - now

  Managing the needed reports for the subscription fraud to the Vodafone group on quarterly & monthly basic & Involved in the fraud/ risk reviews/alignments to the EXCO members and direct reports, Understand the fraud roles and responsibilities and participate positively in combating all fraud types.Manage doing the needed health checks / Audit to safeguard the company from any fraudulent behaviors / activities•Checking New Services and attending the kick-off, UATs meetings to calculate the risk, raise the fraud concerns and close the gaps•Perform activities and needed investigation that will help in critical cases (kidnapping, threatening, criminal cases,…etc.)•Share and provide support/advice with different departments MIO for external fraud behaviors and techniques in the country (credit cards, IRSF...etc.)•Attend /prepare monthly consumer & corporate Governance meetings to customer care Director& management team for each segment.•Attend /prepare quarterly enterprise &consumer meetings to the Director for each segment.•Communicate with HR / External affairs to take the proper action against the violation and abuse behaviours.•Communicate with legal team for external subscription fraud to save the company rights in case losses•Communicate with enterprise and consumer segments to ensure achieving the needed targets with minimum risks and losses•Communicate with dealers /TKA& Vendors to ensure covering all the operations gaps to avoid FRAUD .•Provide periodical VOIP reports to internal stakeholders, NTRA and Vodafone Group.•:Perform the needed mystery shopping for the dealers, Vodafone retail shops and TKAs to ensure selling the Vodafone products & services according to the agreed upon policies and procedures. Show less

  • Call Center Manager

    Jan 2015 - now

  • Credit Audit Senior Supervisor

    Sept 2010 - now