Experience

• 

  Vodafone egypt

  Nov 2010 - Mar 2012

  Customer service agent

  Offer superior quality of Service to Vodafone Egypt High Customers, through handling inbound and outbound contacts in order to exceed their expectations and to assure their satisfaction.Providing Vodafone Egypt High customers with all required information related to the company products and services with delighting them with a superior customer service.Follow up all customers related issues and provide timely feedback to Vodafone Egypt High Customers.Providing customers with superior recommendations and actions, and be a driver for customer’s satisfaction and Loyalty.Handling and retain all the customers’ complaints within the SLA.Handling all USB and mobile internet basic trouble shooting related issues.Supporting corporate queue by handling SME authorized and end-users inquires.Supporting collection queue by handling collections inquires and bills explanation.Directly coordinate with customers to assist them with any questions or issues arising from their use of Vodafone’s business solutions and hardware. Show less

• 

  Orange egypt

  Mar 2012 - Oct 2016

  Purpose of the job:Leading the Enterprise Telesales team responsible for the different outbound campaigns over the phone and inbound calls received over the Enterprise Telesales hunt. Duties and responsibilities:• Selecting and assigning the team members of the Telesales team in coordination with the HR department.• Coach, lead and motivate the Telesales Team.• Insure that all the team have the proper information about any new offer or process.• Conduct a daily briefing for the team to explain any new published offers and to exchange any new information.• Publishing and explaining Mobinil offers versus the competitors on weekly basis.• Be the first knowledge reference for the team.• Analyze any operational or organizational problem and solve conflicts that may rise within the team.• Responsible for (adherence, sick leaves and paid or unpaid leaves) for the Telesales team employees and report monthly to the HR.• Issue a daily report and ensure having the abandoned calls percentage withing range.• Issue a daily overall report for the hunt performance and the campaigns performance.• Gather feedbacks or inquiries on offers/promotions or customer care issues and report them to upper management.• Receive campaigns' requests from Sales and Marketing. Build scripts for each campaign, create and dispatch campaigns through Siebel and insure executing campaigns in the set time.• Day to day monitoring for calls to guarantee the level of quality.• Gather feedbacks and suggestions of team members to improve process; scope and activities of the team.• Investigate in any complaint from customers and report feedbacks to upper management.• Report regularly to the direct manager using the department's reporting systems.• Achieve the up-selling objectives set by the direct manager.• Insure the quality of leads generated to sales team and apply modifications according to feedbacks from the sales. Show less -Build strategic relationship with Postpaid customers and assure the highest satisfaction for them.-Achieve own KPIs (Sales, E-quiz …).-Support the Customer Center (CC) team to achieve their KPIs.-Handle customer's inquiries and complaints using Telecom and Financial Oracle Applications (Siebel, IX, IN, Wincash …)-Enhance customers' experience through developing and smoothening the workflow inside the CC.-Share own experience as an input for new processes which increase customer satisfaction.-Responsible for all administrative in the CC (finance closing, filing, stocking …)-Interface with the other departments and NS back Office.-Prepare the daily briefings for the CC team to ensure awareness of Products and Services that Mobinil offers.-Responsible for closing the shift procedures (Cash, Stock) to avoid any variance or discrepancy that may occur.-Responsible for recording the individual KPIs achievements and reporting them to the higher management level.-Propose tools to maintain company and customer center image.-Handle major and complex customer problems and propose permanent solutions.-Handle customer center requests, stock and administrative work. Show less

  • Corporate Sales Representative

    Jan 2015 - Oct 2016

  • Customer Service Specialist - Assist Team

    Jan 2014 - Jan 2015

  • Customer Service Agent

    Mar 2012 - Jan 2014
• 

  Cib egypt

  Nov 2016 - now

  Finalize and complete the needed documents and open the payroll customers’ accounts inaddition to offering and x-selling other bank’s products in alignment with the bank’s policies andprocedures.Description1.Obtain the needed documents from the companies employees and open the payroll accountsin a timely manner to maintain accurate records in alignment with work policies and procedures.2.Present and cross sell the bank’s products (Cards/Loans) to the new companies’ customers and maximize the penetration of the current payroll customers3.Attend regular meetings to review weekly/ daily/ monthly sales activities, progress on goals, and status of prospective customers.4.Develops and maintains strong working relationships with companies and employees to ensure their continued satisfaction with the products and banking services offered and market new products and services.5.Provide a superior service and solving problems/complaints immediately and maintain strongrelations with the segment customers. Show less

  • Overseas Core Banking Officer

    Jan 2024 - now

  • Senior Personal Banker

    Dec 2021 - Dec 2023

  • Senior Payroll Personal Banker

    Mar 2019 - Dec 2021

  • Payroll Personal Banker

    Nov 2016 - Feb 2019