Mohammed Mustafa

Experience

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  AMECO TECH

  Aug 2008 - Jul 2009

  Tele Sales & Business Analyst

  • Identify prospective clients and conduct sales calls to explore potential business opportunities considering their financial situation.• Developing advertising opportunities, which can involve placing adverts in national, regional and specialist publications (depending on the organisation and the campaign).• Propose and actively promote solutions based on Company products and services that would satisfy identified needs.• Follow up on the developments of clients’ needs and maintain good long terms relations with customers to ensure maximum clients satisfaction.• Ensure excellent feedback efficiency to customer queries.• Ensure both company and individual target is met.• Build a pipeline to achieve monthly sales target Show less

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  Vodafone International Services, Vodafone Egypt

  Aug 2009 - Jul 2012

  Customer Service Technical Advisor

  o Communication and problem solving skills.o Dealing patiently with problems and complaints.o The ability to work under pressure and deal with multiple tasks at the same time.o The ability to remain calm and courteous when faced with difficult or angry customers.o Consistency, co-operation and interpersonal communication with managers and employees.o Ability to work in a team with effective and supportive manner.o Escalation management/complaint management.o Assist customers with billing and technical queries.o E2E complaints management until resolution is met.o High level of ownership and proactive support.o Ensure excellent feedback efficiency to customer queries. Show less

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  Vodafone Qatar Q.S.C.

  Jul 2012 - now

  Responsibilities:•Accountable for the execution of support models, guidelines and procedures to delight our customers and exceed service levels. •Accountable for developing and maintaining a pro-active service strategy, building strong relationships and leveraging to support the generation of new business opportunities. •Drive a strategy of continuous improvement in the customer experience and rigorously manage the required changes to ensure Vodafone is differentiated in the market. Accountable for developing and maintaining a pro-active service strategy, building strong relationships and leveraging to support the generation of new business opportunities.•Act as the senior sponsor for all enterprise service management support for both local and regional (Vodafone Global Enterprise) customers.•Lead by living and exemplifying the Vodafone Way of working and ensure that the teams are aligned to this standard.•Deliver additional revenue to the bottom line by identifying sales opportunities throughout the service management life cycle.•Promote teamwork and inter-company working through the creation of supplier forums and implementation of associated improvements in people, process and system.•Take real time responsibility for service escalations and major customer incidents.•Ensure that the relevant stakeholders continue to understand the purpose and scope of the relationship, the key contractual terms and milestones, Vodafone's performance requirements and its dependencies on Customer.•Enable all issues or exceptions arising in connection with the performance of the services to be effectively and efficiently resolved.•Provide for centralized governance so that all governance issues between the parties are dealt with in accordance with the procedures described in this services schedule•Take management responsibility for performance and delivery of both existing and new services.•Regular customer satisfaction surveys with service improvement plans if required Show less •Accountable for maintaining and developing an industry leading end to end service experience and ensuring that the Customer’s contractual service performance is measured and delivered within the appropriate parameters.•To maintain existing Customer revenue, mitigate any churn events and increase our Net Promoter Score by ensuring our products and services meet and where possible exceed expectations.•Responsibility for the Service Development Plan and it’s alignment to the overall Account Development Plan.•Understand the customer’s business and how value can be added. Act as a trusted advisor or ‘voice of the Customer’ to ensure all internal stakeholders understand the agreed support model and the associated routines.•Ensure the Customer is aligned and contracted to the appropriate service model. Periodically test the internal routines to ensure the necessary processes and resource is in place.•Delivery of appropriate service performance reports providing objective evidence of delivery versus contracted SLAs•Take real time responsibility for service escalations and major customer incidents. Ensure delivery of the necessary post incident improvement actions.•Ensure that the relevant stakeholders continue to understand the purpose and scope of the relationship, the key contractual terms and milestones, Vodafone's performance requirements and its dependencies on Customer.•Ensure that there are clear channels of communication between Customers and Vodafone at all levels of the respective organisations.•Enable all issues or exceptions arising in connection with the performance of the services to be effectively and efficiently resolved.•Act as single point of accountability for services within customer and Vodafone.•Manage the delivery of continuous service improvement and development plans for customers.•Regular customer satisfaction surveys with service improvement plans if required•Problem and Issue Management Show less

  • Acting Head of Enterprise Service Management - Field Service Managers Team Leader – Service Manageme

    Sept 2015 - now

  • Field Service Manager – Service Management – Enterprise Business Unit

    Jul 2012 - Aug 2015