Experience

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  Vodafone

  Jan 2001 - Jan 2020

  Responsible for Digital Customer Experience Excellence program with the Group.Accountable of end to end experience design for current and new products/services (Consumer and data solutions) to ensure service experience differentiation versus competition.Prime responsibility for Vodafone Egypt's Customer Experience as measured by TNPS for Consumer and data call center fronts. Leading After sales support for different technical products & services provided by Vodafone Egypt across Egypt.Hardware after sales support for different types of devices : Blackberry, iPhone, Vodafone handsets, and connectivity devices.Software Support : All types of devices in the market, including ADSL routers' supportServices : Handsets clearance, IOT solutions (fleet management), Handsets Insurance (including financials). Managing all face-to-face support at retail stores for all technical products, services, solutions, and after sales support for all Vodafone Egypt devices/technical solutions.Responsible for all types of technical training to call center, retail, enterprise sales, and 2nd line teams. Managing all data 2nd line activities including technical trainings, escalations, products/services design/support. Managing a technical support 2nd line customer care team for the call center, enterprise, & all data/solutions products/services. Managing customer service complaints & inquiries through a highly trained team. Data 2nd line support for call center, retail and enterprise sales teams.Responsible for all data UAT's (Users Acceptance Tests) for new data products introduced to market.Face-to-face technical customer support. On-call customer service for consumer, enterprise and data customers.

  • CXX & Service Modeling Sr. Team Leader

    Jan 2017 - Jan 2020

  • Vodafone Service Center Sr. Supervisor

    Jan 2014 - Jan 2017

  • Retail Technical Support Sr. Supervisor

    Jan 2010 - Jan 2014

  • Data Backoffice Senior Supervisor

    Jan 2009 - Jan 2010

  • Business Solutions Support Sr. Supervisor

    Jan 2006 - Jan 2009

  • Call Center Supervisor

    Jan 2005 - Jan 2006

  • Data Support 2nd Line Sr. Representative

    Jan 2003 - Jan 2005

  • Call Center Representative

    Jan 2001 - Jan 2003
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  Otlob.com

  Jan 2001 - Jan 2001

  Call center sr. specialist

  Processing online food, medicines, & flowers orders, complaints, live-chat support, closing new deals.

• 

  Vodafone

  Jan 2021 - now

  Agile product owner

  Leading, Managing, and delivering All customer care projects across all products, services, system, and processes through an Agile Scrum Squad with professional and highly educated technical and business members.