Experience

• 

  Berlitz egypt

  Jan 2008 - Feb 2011

  Senior sales executive

  - Responsible for setting the monthly cash in target and providing solutions in order to achieve it.- Tracking and updating all customers data either old or new clients.- Marketing and implementing for the new products, services and offers.- Responsible for customer orientation, handling sales presentation for individual clients. - Making initial calls to prospects using techniques of trust building to schedule a meeting.- Proposing solutions based on the individual and needs of each client. Show less

• 

  Vodafone

  Apr 2011 - Feb 2012

  - Responsible for responding to customers over the phone and resolving their inquiries.- Facilitate and provide a Vodafone global customer service standard.- Own and manage the client relationship: resolving calls efficiently and effectively.- Work as part of a team to ensure offering world-class Customer Service at all times.- Communicate positively with all involved parties in order to facilitate customers' reception of the expected distinguished service.- Accuracy in handling all assigned tasks; through maintaining professional work relationships with the colleagues, the supervisor and the manager. Show less

  • Corporate Security Awareness Trainer

    Sept 2011 - Feb 2012

  • Customer Care Advisor, High Value

    Apr 2011 - Aug 2011
• 

  Vodafone

  Jun 2012 - now

  - Manage the training team performance through guiding, monitoring and developing the trainers’ capabilities to increase their productivity.- Analyse and identify the customer care department needs and implement strategies to address learning, development and cultural needs.- Collaborate with the L&D team to bridge the employees’ skills gaps that impact on their performance.- Ensure ongoing development for the company’s LMS through applying the new e-Learning approaches and styles.- Allocate and manage the annual training budget and ensure the best utilization for it.- Monitoring and guiding the training teams of Vodafone outsourced partners to maintain the customer experience standards delivery.- Deliver training consultancy for Vodafone Egypt Foundation that helps and empowers our society. Show less - Plan, design and deliver the L&D activities for in-class and online experiences.- Responsible for training & developing the training teams of Vodafone outsourced partners.- Develop the induction and soft skills training material in alignment with the training methodologies.- Run TNA process for stakeholders & management to identify skills’ gaps and areas of development to increase teams’ productivity.- Managing & delivering the onboarding training for customer care department.- Implement Instructional design activities for in-class and online trainings. Show less - Responsible for handling Platinum customers' inquires and complaints on the spot with full empowerment tools.- Deliver best customer experience by applying "Account Angel" concept as being responsible for managing the top Platinum accounts (top payment & celebrities).- Retaining the dissatisfied customers by offering them competitive retention packages and solving their problems if exist.- Conduct visits to our top Platinum customers to maintain their satisfaction on our services and products.- Communicate effectively with different departments to resolve customer's problems or requests.- Handle Vodafone Egypt outbound roamer customers inquiries and solve their problems if exist as the only team handles roaming inquiries in Vodafone Egypt.- Handle back office tasks and manage the Platinum floor duties to ensue achieving the daily service level. Show less - Responsible for responding to customers over the phone and resolving their inquiries.- Facilitate and provide a Vodafone global customer service standard.- Own and manage the client relationship: resolving calls efficiently and effectively.- Work as part of a team to ensure offering world-class Customer Service at all times.- Communicate positively with all involved parties in order to facilitate customers' reception of the expected distinguished service.- Accuracy in handling all assigned tasks; through maintaining professional work relationships with the colleagues, the supervisor and the manager. Show less

  • Training Associate Manager

    Feb 2023 - now

  • Senior Trainer

    Sept 2017 - Jan 2023

  • Senior Customer Care Platinum & Roaming 1st Line Advisor

    Feb 2014 - Aug 2017

  • Customer Care Team Leader (on loan)

    Apr 2016 - Nov 2016

  • Customer Care Senior Advisor, Premium

    Jun 2012 - Jan 2014