Experience

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  Ameco tech corporation

  Jul 2010 - Mar 2011

  Telesales representative

  • Establishes develops and maintains business relationships with current customers and prospective customers to generate new business for the organization’s services.• Expedites the resolution of customer problems and complaints.• Plans and organizes personal sales strategy by maximizing the Return on Time Investment for the segment.• Supplies management with oral and written reports on customer needs, problems, interests, competitive activities, and potential for new products and services.• Identifies advantages and compares the organization’s services. • Quote and negotiate prices and credit terms.• Use e-business technology. Show less

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  Vodafone egypt

  Mar 2011 - Mar 2012

  Senior customer service representative

  • Act as a frontline Advisor to interface with customers of Vodafone Egypt. The role involves responding to customers and handling their inquiries. • Act as Team Leader to manage the team performance and monitor the different KPIs. • Provide performance reports to Vodafone Management. • Act as an escalation expert to handle any customers' complaints. • Train and support new team members to offer the best customer experience and achieve the KPIs.

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  Vodafone business

  Mar 2012 - Dec 2012

  Customer care advisor

  • Schedule appointments and maintain and update appointment calendars• Transmit information or documents to customers, using computer, mail, or facsimile machine.• Hear and resolve complaints from customers or the public. • Schedule space or equipment for special programs and prepare lists of participants.• Role involves responding to customers and handling their inquiries.

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  Embassy of netherlands in egypt

  Jan 2013 - Jul 2013

  Receptionists & information clerk

  • Greet persons entering the establishment, determine nature and purpose of visit, and direct or escort them to specific destinations.• Answer inquiries to the general public, customers, and visitors • Provide information and other interested parties regarding activities conducted at establishment and location of departments, offices, and employees within the organization.• Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments. Show less

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  Vodafone global enterprise

  Jul 2014 - Feb 2023

  • Act as the primary point of contact for the Multinational Global Corporate in VGE like Air Products, SAICA, and State Street Bank. And the Secondary point of contact for Siemens in VGE. • Manage the relationship between VGE and Vodafone Germany.• Translate any German communication between the customers, VGE and Vodafone Germany• Manage ongoing relationship with Internal Operators and External Customers in a world-class communication edge.• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.• Use root cause analysis to recognize issues and develop process improvements. • Control and audit the information required to manage the service offered to the customers by maintaining a database of controlled items. • Ensure proper, clear, unified, and meticulous communication is implemented across all departments on global scale. • Follow the ITIL framework in Incident Management best practices, SLA Escalations, and life cycle management of requests and incidents as implied by business protocols. • Follow up with excellent communication and to escalate properly the anticipated, close, and established complaints or delays to ensure the best timelines achievement.• Produce periodic reports to the Global Service Manager to display VGE and Operators performance. Show less • Liaise between the customer on one end and the operators (OPCO, Partner, Affiliate …etc.) and regional helpdesks on the other end on a global scale.• Receive customer requests and make sure they are complete and that they are handed over to the proper support teams as relevant and within agreed SLA.• Receive and handle incidents in a timely and meticulous manner as regards to details of the incidents and deadlines.• Monitor and escalate all incidents according to the agreed SLA.• Responsible for end-to-end diagnostics and resolution to customer queries. Show less • Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.• Provide quality service and support in a variety of areas including new contract activation, renewal, and termination. • Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customers and the company. • Responsible for compiling and generating reports as they relate to customer service surveys. • Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. Show less

  • Transition-Projektmanager

    Mar 2011 - Feb 2023

  • Account Champion

    Oct 2015 - Jun 2017

  • Service Desk Advisor

    Mar 2015 - Oct 2015

  • Cooperate Account Advisor

    Jul 2014 - Mar 2015
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  _vois

  Feb 2023 - now

  Netzwerk projekt managerin