Basic Info

Borhan eldin Omar

6 years

Giza, Egypt

Bachelor's Degree

Experienced

Work Experience

Consumer Care Performance manager at Vodafone international services-UK operations

Experience Details

Consumer Care Performance manager

Customer Service/Support

Experienced (Non-Manager)

• Develop team members through monthly coaching, the provision of on target feedback, counselling and recognition.
• Facilitate service evaluations to ensure the delivery of excellent standards of customer contact ensuring the achievement of KPIs and Customer Operations Targets.
• Facilitate performance reviews using the “Performance Dialogue” Framework for team members.
• Ensure all team members adhere to Vodafone policies and procedures.
• Adopt and ensure team member adherence to Acts and Regulations, including, but not limited to, the privacy Act, Workplace Health and Safety Act and Equal Opportunity Act.
• Organise and facilitate Team Meetings and provide feedback to Business Support Managers and Business Operations Managers.
• Ensure efficient and effective dissemination and communication of information to team members
• Adherence to coaching team members monthly on call quality
• Team Adherence to Vodafone policies and procedures (team understanding)
• Team adherence to Privacy and Credit Guidelines
• Team knowledge of products, services and applications.
• Quality of communication with internal and external customers.
• Deliver performance reviews and development plans
• Adherence to the facilitation of monthly/fortnightly team meetings
• Adherence to facilitating monthly one on one meetings with team members
• Effective management of team and departmental reward and recognition programs.
• Alignment to Vodafone’s Brand Essence and high performance culture
• Implementation and support of the Service Business Plan Goals


Company Details

Vodafone international services-UK operations (multinational)

Cairo, Egypt

N/A

Telecommunications

www.vodafone.com.eg

Aug 2014 to present (3 years 2 months)
International account senior advisor at Vodafone international services-UK operations

Experience Details

International account senior advisor

Customer Service/Support

Experienced (Non-Manager)

• 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.
• Proactive in regards to the improvement of processes and procedures.
• Create and promote an environment that fosters both individual and team advancement to ensure the outstanding delivery of customer service.
• Mentor and support new employees.
• Meeting service level in handling all transactions measured through
• Productivity reports.
• Accuracy in handling all assigned tasks.
• Attendance and punctuality.
• Interacted and worked collaboratively and creatively with all level of management
• Flexibility.


Company Details

Vodafone international services-UK operations (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.vodafone.com.eg

Jan 2011 to Aug 2014 (3 years 7 months)
Support Professional at Sirius satellite radio (US) – Stream global services.

Experience Details

Support Professional

Customer Service/Support

Entry Level

• 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.
• 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


Company Details

Sirius satellite radio (US) – Stream global services. (multinational)

Cairo, Egypt

501-1000 employees

Outsourcing/Offshoring

www.stream.com

Aug 2010 to Jan 2011 (5 months)

Education

BA in Law

Education Details

BA

Law

Ain Shams University, Egypt

C / Good / 65 - 75%

Public law, constitutional law, labor law, commercial law, private law, law of criminal procedures and all other divisions of Egyptian laws

N/A

Ain Shams University
2005 - 2010
High School - Thanaweya Amma

High School Details

Thanaweya Amma

misr elgdeeda secondary school

Egypt

2004

A / Excellent / 85 -100%

N/A

misr elgdeeda secondary school
2004

Certifications

Certificate details

Red Line Certified Team And Quality Coach

Jul 2017

97 out of 100

N/A

N/A

Vodafone UK

N/A

Training and Courses

MS office at YAT
May 2013

Training/Course Details

MS office

May 2013

YAT

MS office professional diploma

Training/Course Details

train the trainer

Apr 2011

cairo university

train the trainer general subject

Training/Course Details

PMP self-studies

Jun 2016

Harvard online mentor academy

project management

Training/Course Details

Project Managment Profession

Aug 2017

Mind Gears for Programe and Project managment

completed 36 hours course of Project Management Profession

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

Jobseeker photo

Profile Skills and Keywords

AnalyticalArabicBusiness-orientedConsumer Care Performance ManagerCustomer ServiceEnglishGant ChartInnovativeInternational Account Senior AdvisorLawLeaderMS OfficeOffshoringOutsourcingPMBOOKPMP Self-studiesPeople ManagmentPlannerProject ManagmentProject Managment ProfessionRed Line Certified Team And Quality CoachSirius Satellite Radio (US) Stream Global Services.SupportSupport ProfessionalTelecommunicationsTrain The TrainerVodafone International Services-UK Operations

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

MS office

MS office

: Expert

: Extreme - I love it!

:

3-5 years

gant chart

gant chart

: Expert

: Extreme - I love it!

:

1-3 years

PMBOOK

PMBOOK

: Expert

: Extreme - I love it!

:

1-3 years

Fields of Expertise

customer service

customer service

: Expert

: Extreme - I love it!

:

5-7 years

people managment

people managment

: Expert

: Extreme - I love it!

:

1-3 years

project managment

project managment

: Expert

: Extreme - I love it!

:

1-3 years

Key Skills

Analytical, Leader, Planner, Business-oriented, Innovative

Online Presence

https://eg.linkedin.com/in/borhan-omar-555978137facbook.com/borhanomar

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