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)
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 fresh!
Last update 7 days 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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