Dalia Shaarawy Maher
Customer Service Specialist at Vodafone Egypt
Shubra, Cairo, EgyptWork Experience
COMMUNITY SUPPORT (FINANCIAL AND INSTALLMENT)Full Time
DSQUARE LUCKY FINANCIAL
Apr 2022 - Present -3 yrs, 3 months
Egypt , Giza
- Job Details:• Scheduling meetings with clients to discuss their financial needs and goals. • Collecting pertinent client information to provide investment options that align with clients' financial situations. • Monitoring market conditions to determine how various changes may impact taxes and client investments. • Advising clients on how to apply for mortgages and loans. • Developing and sustaining long-term relationships with clients to encourage repeat business and client referrals. • Cold-calling potential clients to inform them of the various financial products and services on offer. • Suggesting viable solutions to improve clients' financial statuses. • Developing in-depth knowledge of our financial products to advise clients accordingly.
COMMUNITY SUPPORT REPRESTAITVEFull Time
Sep 2021 - Apr 2022 -7 months
- Job Details:• Supporting Delivery agents and Merchants • Handling trouble tickets • Escalating technical issue.
RETENTION REPRESTAITVEFull Time
ETISALAT EMIRATES
Mar 2021 - Sep 2021 -6 months
- Job Details:• Handling Deactivation and Conversion to Prepaid received from multiple channels Handling trouble tickets • Exchanges information to deliver tasks to ensure all customers are contacted and reached for retention (for the ledgers in a specific segment) in line with Etisalat standards and supports colleagues in preparing data and reporting regarding Retention percentage challenges; Performs other job-related duties or tasks defined by the supervisor or resulting from assigned agendas • Execution of different strategies to prevent customer churn will help decrease costs, increase profitability • Work closely with commercial to Customize retention offers matching customers value to avoid churn • Develop and manage ideas to improve customer loyalty and lifetime value.
Customer Service SpecialistFull Time
- Job Details:• Delivered superior client services, fostering strong rapport, retention and satisfaction • Responded to customer needs through competent customer service and prompt problem-solving • Educated customers on promotions to enhance sales • Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information • Providing Platinum, Premium RED HV customers with a superior quality of service through a proactive, customized, personalized relationship mainly via phone contact in order to exceed their expectations and to assure their satisfaction • Support VE Elite customers quickly, efficiently • Simply and consistently by exceeding CX and efficiency KPIs • Follow up all customers related issues and provide timely feedback to Vodafone Egypt Customers • Own and manage the customer complaint within the SLA to retain them in an efficient and timely manner • Dealing with smooth communication channel with different departments to resolve customer problems and requests when needed in a highly professional manner • Ability to handle roamers customer smoothly to manage customer experience and avoiding revenue loss due to wrong info or troubleshooting.
Education
Bachelor's Degree in Bachelar of law
Ain Shams University (ASU)Jan 2012
Achievements
Re-organized something to make it work better Identified a problem and solved it Come up with a new idea that improved things Developed or implemented new procedures or systems Worked on special projects Received awards Been complimented by your supervisor or co-workers Increased revenue or sales for the company Saved money for the company Saved time for the company Contributed to good customer service
Skills
Languages
Arabic
FluentEnglish
Advanced