Basic Info

Abdelrahman Waheed

7 years

Giza, Egypt

Bachelor's Degree

Experienced

Work Experience

TCA Senior Enterprise Account Management at Vodafone EGYPT

Experience Details

TCA Senior Enterprise Account Management

Operations/Management

Experienced (Non-Manager)

N/A


Company Details

Vodafone EGYPT

Egypt

More than 1000 employees

Telecommunications

N/A

Nov 2016 to present (9 months)
SME Strategic Senior Enterprise Account Management at Vodafone EGYPT

Experience Details

SME Strategic Senior Enterprise Account Management

Operations/Management

Experienced (Non-Manager)

• At SME Strategic we serve potential SME accounts to be Premium accounts
• Work as part of a team to ensure offering world-class Customer Service at all times.
• Manage accounts’ billings, collections and Bad Debits.
• Handling off board activities that require interaction and follow up.
• We help transform the business and keep the organization one step ahead of the competition.
• We ensure customer satisfaction and service fulfillment in alignment to the department’s goals and objectives.


Company Details

Vodafone EGYPT

Egypt

More than 1000 employees

Telecommunications

N/A

Feb 2015 to Nov 2016 (1 year 9 months)
Senior Customer Service Representative at Vodafone EGYPT

Experience Details

Senior Customer Service Representative

Customer Service/Support

Experienced (Non-Manager)

• Act as a frontline interface with customers of Vodafone Premium Segmented Customers
• The main purpose is to facilitate and provide a Vodafone global customer service standard
• Own and manage the client relationship: resolving calls efficiently and effectively.
• Ensure service level agreements are met and maintained.
• Work as part of a team to ensure offering world-class Customer Service at all times.
• Be proactive in regards to the improvement of processes and procedures.
• Communicate positively with all involved parties in order to facilitate customer's reception of the expected distinguished service.
• Create and promote an environment that fosters both individual and team advancement to ensure the outstanding delivery of customer service.
• Accuracy in handling all assigned tasks.
• Attendance and punctuality.
• Maintain professional work relationships with colleagues, supervisor and manager.
• Manage the department service level


Company Details

Vodafone EGYPT

Egypt

More than 1000 employees

Telecommunications

N/A

May 2011 to Feb 2015 (3 years 9 months)
Call Center Team Leader at Vodafone EGYPT

Experience Details

Call Center Team Leader

Customer Service/Support

Manager

•Motivated team of call center operators on both inbound and outbound calls.
•Be available to affect the entirety of the team’s operations.
•Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
•Identified development opportunities using quality assurance (call monitoring) and provided ongoing training, coaching, and mentoring on an as needed basis.
•Support employees’ growth and development
•Follow the organization’s policies, procedures and guidelines for performance management


Company Details

Vodafone EGYPT

Egypt

More than 1000 employees

Telecommunications

N/A

Dec 2010 to May 2011 (5 months)
Customer Service Representative at Vodafone Egypt

Experience Details

Customer Service Representative

Customer Service/Support

Entry Level

• Handle High Value customers
• Develop & help newcomers
• Manage the department service level
• Test new offers and services


Company Details

Vodafone Egypt

Egypt

More than 1000 employees

Telecommunications

N/A

Apr 2010 to Dec 2010 (8 months)
Sales Rep at AL-Mal Newspaper

Experience Details

Sales Rep

Sales/Retail

Entry Level

N/A


Company Details

AL-Mal Newspaper

Egypt

101-500 employees

Writing and Editing

N/A

Jan 2010 to Feb 2010 (1 month)

Achievements


I'm one of the best achievers of NPS in my current role and also I have the willing to make a strategic analysis for repeated inquiries, problems and customer needs, and found creative solution, with many examples in my current role.

Education

BA in Accounting

Education Details

BA

Accounting

Cairo University, Egypt

C / Good / 65 - 75%

N/A

N/A

Cairo University
2005 - 2009
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Orman

Egypt

2005

A / Excellent / 85 -100%

N/A

Orman
2005

Certifications

ICDL
Feb 2007

Certificate details

ICDL

Feb 2007

N/A

N/A

N/A

UNESCO

N/A

Certificate details

Principles of the Stock Exchange

Mar 2008

N/A

N/A

N/A

Research & Commercial Studies Center (RCSC) (Cairo University).

N/A

Training and Courses

Training/Course Details

• Basic Business Skills Acquisition (BBSA) program

Nov 2009

Future Generation Foundation

 Business English.  Business soft skills (communication, team building, presentation, business writing).  Computer skills (MS Office 2003, MS project & Internet).  Career advancement.  Graduation Project (Feasibility Study).  Extra sessions for (Accounting, Finance, Sales, Marketing, customer services, and HR skills).  Graduate Resource Program (GRP) in customer services.

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Last update 1 days ago.

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Profile Skills and Keywords

Account MangmentAccountingAnalysisArabicBooksBusiness DevelopmentCall Center Team LeaderComputer MaintenanceCustomer ServiceCustomer Service RepresentativeCustomer-orientedEnglishICDLInnovativeLeaderManagementMicrosoft OfficeMicrosoft WindowsMoviesNegotiatorPrinciples Of The Stock ExchangeResearchRetailSME Strategic Senior Enterprise Account ManagementSalesSales RepSenior Customer Service RepresentativeSiebel CRMSportsSupportTCA Senior Enterprise Account ManagementTeam LeaderTeam PlayerTechnical SupportTechnologiesTelecommunicationsWriting And Editing Basic Business Skills Acquisition (BBSA) Program

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Advanced

: Fluent

: Advanced

Tools and Technologies

Siebel CRM

Siebel CRM

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Windows

Microsoft Windows

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Office

Microsoft Office

: Advanced

: High

:

5-7 years

Computer Maintenance

Computer Maintenance

: Beginner

: High

:

Less than 1 year

Fields of Expertise

Customer Service

Customer Service

: Expert

: High

:

More than 7 years

Account Mangment

Account Mangment

: Expert

: Extreme - I love it!

:

3-5 years

Analysis

Analysis

: Advanced

: Extreme - I love it!

:

More than 7 years

Technical support

Technical support

: Advanced

: Extreme - I love it!

:

More than 7 years

Team Leader

Team Leader

: Intermediate

: Extreme - I love it!

:

Less than 1 year

Key Skills

Leader, Negotiator, Customer-oriented, Innovative, Team Player

Online Presence

https://www.linkedin.com/in/abdelrahmanwaheedhttps://twitter.com/Abdo_Waheed

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