Basic Info

Amgad Abdel Rahman

1 year

Giza Governorate, Egypt

Bachelor's Degree

Entry level

Work Experience

Blended Call Center Senior Representative at Vodafone Egypt

Experience Details

Blended Call Center Senior Representative

Customer Service/Support

Experienced (Non-Manager)

Responsible to achieve the service level on all queues/skills that Blended contact center support:

1. Internet Call Center Queue 2828 (ICC) –I-care & ADSL Queues(USB, Smart Phones)
2. SME (Small & Medium Enterprise Queue for Authorized Person).
3. MNCEU (Multi-National Companies Queue for End Users).
4. Premium Consumer Segment.
5. High Consumer Segment.
6. Corporate complaint.
7. ADSL complaint.
8. Consumer complaint.
9. Consumer Collection Queue.
10. Consumer Activation.
11. Corporate activation for (SME & L552).
12. Dealers (5050 Queue)
13. E-Shop Back office.

Handle all type of calls from all the segments and technical areas in both Arabic & English language

Provide support and handle successfully different customer operation functions, to achieve a world class customer experience and high Net Promoter Score (NPS).

Provide customers with superior recommendations and actions, and be a driver for customer’s satisfaction and Loyalty.


Company Details

Vodafone Egypt (multinational)

Egypt

More than 1000 employees

Telecommunications

www.vodafone.com.eg

May 2016 to present (7 months)
Customer Service Representative at Vodafone Egypt

Experience Details

Customer Service Representative

Customer Service/Support

Entry Level

Provide Vodafone Egypt High customers with all required information related to the company products and services with delighting them with a superior customer service.

Providing guidance in areas of professional matters as requested or needed.
Applying FCR concept for all customer’s inquires.

Prioritizing and achieving multiple tasks, establishing and meeting deadlines.

Follow up all customers related issues and provide timely feedback to Vodafone Egypt High Customers.

Adhere to Customer Operations Department policies and procedures.

Provide customers with superior recommendations and actions, and be a driver for customer’s satisfaction and Loyalty.

Perform standardized activities and tasks efficiently and effectively.

Pro-actively reinforce Vodafone’s customer care proposition during all contacts.

Handle and retain all the customers’ complaints within the SLA.

Handle 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.

Explore the required negotiation skills for making payments' deals when needed.

Create a smooth communication channel with different departments to resolve customer problems and requests when needed in a highly professional manner.

Applicable directly coordinate with customers to assist them with any questions or issues arising from their use of Vodafone’s business solutions and hardware.

Implement high quality standards of Customer Service for High customers through exceeding all KPI’s threshold


Company Details

Vodafone Egypt (multinational)

Maadi, Cairo, Egypt

N/A

Telecommunications, Consumer Services

www.vodafone.com.eg

Oct 2014 to Apr 2016 (1 year 6 months)
Customer Care Representative (intern) at Vodafone Egypt

Experience Details

Customer Care Representative (intern)

Customer Service/Support

Student

•Ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquires.

•Builds and maintain business relationship with clients by providing prompt and accurate service so as to promote customer loyalty.


Company Details

Vodafone Egypt (multinational)

Egypt

More then 1000 employees

Telecommunications

www.vodafone.com.eg

Jul 2012 to Sep 2012 (2 months)
Customer service Representative (intern) at Vodafone Egypt

Experience Details

Customer service Representative (intern)

Customer Service/Support

Student

Responsible in responding and resolving customer inquiries or problems quickly and effectively, According to the Occupational Information Network.

Ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquiries


Company Details

Vodafone Egypt (multinational)

Egypt

More then 1000 employees

Telecommunications

N/A

Jul 2011 to Sep 2011 (2 months)
Crew Member at CookDoor

Experience Details

Crew Member

Hospitality/Hotels/Food Services

Entry Level

-Take and give out Orders.

-Deal with a variety of customer service related issues, answer customer questions regarding the products, replace food, and other related tasks concerning the customer.


Company Details

CookDoor

Giza, Egypt, Egypt

501-1000 employees

Food and Beverage Production

www.cookdoor.com.eg/

Apr 2010 to Dec 2010 (8 months)

Achievements


Completed the Summer Training with grade "Exceeding Expectations"


Completed the Summer Training with grade "Good"


Overcoming my weaknesses and my fear of failure and believing that i can always do everything I wish to do with my life

Education

BSc in Accounting

Education Details

BSc

Accounting, Marketing

Cairo University, Faculty of Commerce, Egypt

C / Good / 65 - 75%

N/A

N/A

Cairo University, Faculty of Commerce
2008 - 2013
High School - Thanaweya Amma

High School Details

Thanaweya Amma

El haram secondary school

Egypt

2008

B / Very Good / 75 - 85%

N/A

El haram secondary school
2008

Training and Courses

Training/Course Details

Marketing

Mar 2013

Key Cairo University

Session about Principals of Marketing

Training/Course Details

Sales

Mar 2013

Key Cairo University

Session about Selling Skills

This profile is not updated!
Last update more than 1 months ago.

Jobseeker photo

Profile Skills and Keywords

AccountingAdaptiveArabicBlended Call Center Senior RepresentativeConsumer ServicesCrew MemberCustomer Care RepresentativeCustomer ServiceCustomer Service RepresentativeCustomer-orientedDetails-orientedEnglishExcellent Knowledge Of Customer Care System And Applications Role DimensionsFlexibleFood And Beverage ProductionFood ServicesHospitalityInternetMarketingMicrosoft OfficeNegotiatorSalesSocial MediaSupportTeam PlayerTelecommunicationsVideo GamesVodafone Egypt

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Advanced

Tools and Technologies

Internet

Internet

: Expert

: Extreme - I love it!

:

5-7 years

Customer Service

Customer Service

: Advanced

: High

:

1-3 years

Microsoft Office

Microsoft Office

: Advanced

: High

:

1-3 years

Fields of Expertise

Excellent knowledge of customer care system and applications Role Dimensions

Excellent knowledge of customer care system and applications Role Dimensions

: Expert

: High

:

1-3 years

Customer Service

Customer Service

: Advanced

: Extreme - I love it!

:

1-3 years

Marketing

Marketing

: Beginner

: Extreme - I love it!

:

Less than 1 year

Key Skills

Negotiator, Customer-oriented, Flexible / Adaptive, Details-oriented, Team Player

Online Presence

http://eg.linkedin.com/in/AmgadOsmanhttp://www.facebook.com/MrAmgadOsmanhttps://twitter.com/MrAmgadOsmanhttp://about.me/AmgadOsman

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