Basic Info

Dina Kamal

10 years

Giza, Egypt

Bachelor's Degree

Experienced

Work Experience

Commercial Specialist at Vodafone

Experience Details

Commercial Specialist

Operations/Management, Marketing/PR/Advertising , Project/Program Management

Experienced (Non-Manager)

• Create new Campaigns and seasonal offers for the Customers to ensure their satisfaction and needs.
• Renovate Old Applications and systems, and create new Applications for every campaign.
• Conduct Training for the teams about the upcoming and new events or Services.
• Conduct a commercial training for the new joining team members.
• Resolving customer’s complaints about 2121 Services and offers with the vendors aligning with the marketing team.
• Handling the vendor’s issues and requests.
• Listening to some calls to assess the quality of the services the customer receive.
• Audit on the SMS’s Sent to the customers to ensure that all the request has been fulfilled.


Company Details

Vodafone (multinational)

Giza, Egypt

More than 1000 employees

Telecommunications

Vodafone.com.eg

Feb 2012 to present (4 years 10 months)
Team Leader VDA Team at Vodafone

Experience Details

Team Leader VDA Team

Customer Service/Support

Manager

• Responsible for a team of 15-20 agents.
• Support management of various employee related concerns such as retention, absenteeism, morale, disciplinary procedures and authority levels
• Drive and coach performance improvement of the team to achieve a high performance culture, adhering to the relevant procedures under defined coaching scheme
• Support individuals through the welcome and on-boarding stage of the introduction program and set stretching goals for self and team
• Creating System requests for creating new account for new agents- or resolving problems for the old team members.
• Scheduling agents and maintaining Service Level (SL) along with the supervisor and the Work force Team.
• Generating Reports for the Team Members for Adherence, Conformance and Other KPI’s.
• Helping with the performance dialogue and how to achieve the best ratings.
• Interviews for the new agents that will be joining the team along with the supervisor.
• Handling customer’s Complaints.
• Conducting Monthly Quality calls Listening for the team members to Achieve the quality SLA


Company Details

Vodafone (multinational)

Egypt

More than 1000 employees

Telecommunications

N/A

Dec 2010 to Feb 2012 (1 year 2 months)
Corporate waive and investigation senior specialist at Vodafone

Experience Details

Corporate waive and investigation senior specialist

Customer Service/Support

Experienced (Non-Manager)

• Investigate the complaints and get the final waived amount needed if valid.
• Manage the required approvals for the waived amounts through creating business cases to be handed to the authorized party.
• Auditing the complaints of the corporate customers and making sure that they are solved and ensure the customer satisfaction.
• Trying to find the best solutions and ways to enhance system and customer experience.


Company Details

Vodafone (multinational)

Egypt

More than 1000 employees

Telecommunications

N/A

Sep 2009 to Dec 2010 (1 year 3 months)
Development period in the enterprise area at Vodafone

Experience Details

Development period in the enterprise area

Customer Service/Support

Experienced (Non-Manager)

• Activation Team:

Job description
• Learned how to use the call center applications ( Siebel .. ETC)
• Learned how to perform all kind of requests done by the Authorized person o the sales agent.
• Activating New Line purchased by the customers
• Creating new accounts for the newly joined companies.
• Investigate the new contracts and documents represented by the customer to open a new account.


• Complaints Team:

Job description

• Learn How to investigate the created complain through the right channels and applications.
• Audit the resolved SR’s And ensure that they are handled in the right way and customer is compensated and satisfied.


Company Details

Vodafone (multinational)

Egypt

N/A

Telecommunications

N/A

May 2009 to Sep 2009 (4 months)
Supervisor Delegate in the VDA team at Vodafone

Experience Details

Supervisor Delegate in the VDA team

Customer Service/Support, Operations/Management

Manager

• Responsible for a team of 35 Agents.
• Reviewing the billing issues for vendors of the third party systems.
• Scheduling agents and maintaining Service Level ( SL) along with the workforce.
• Generating the team Numbers and maintain the performance and KPI’s.
• Helping with the performance dialogue.
• Interviewing the new Candidates to join the team.
• Drive and coach performance improvement of the team to achieve a high performance culture, adhering to the relevant procedures under defined coaching scheme.
• Handle all related issues with the stakeholder departments -Quality, SMC and Workforce.


Company Details

Vodafone (multinational)

Egypt

More than 1000 employees

Telecommunications

N/A

Jan 2009 to May 2009 (4 months)
VDA operation Specialist at Vodafone

Experience Details

VDA operation Specialist

Operations/Management, Customer Service/Support, Project/Program Management

Experienced (Non-Manager)

• Creating and Handling seasonal campaigns for the VDA team.
• Conduct a full Training to the new comers and support agents, and new campaigns Training for the Full team and supervisors.
• Interviewing the new Candidates to join the team.
• Responsible for the System Issues and the requests for any new additions required for the campaigns.
• Finding Vendors for the campaigns and agree on the needed quality and type of offers.
• Preparing the logistics of each campaign, and share it with the vendors, VDA team and marketing team.
• Create the contracts needed to be signed from both sides with the alignment of the legal.
• Channel of communication between the VDA team and all the cross functions departments ( marketing, MARCOMM, projects, technology, MIS, WF and SMC)
• Maintain team Quality by listening to 2 calls for each agent on monthly basis.


Company Details

Vodafone (multinational)

Egypt

More than 1000 employees

Telecommunications

N/A

Nov 2007 to Jan 2009 (1 year 2 months)
VDA Representative at Vodafone

Experience Details

VDA Representative

Customer Service/Support

Entry Level


• Call center agent for 2121 the Vodafone directory assistant.
• Fulfill the customer’s request and sent the required data by SMS.
• Responsible for generating the team performance reports and maintaining the accuracy of them
• Achieving the required KPIs in terms of Quality, AHT, Conformance and Adherence in order to maintain the customer satisfaction and work flow stability
• Responsible for some campaigns during the events.
• Agreeing with the vendor and getting the needed system from the IT department


Company Details

Vodafone (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

WWW.vodafone.com.eg

Apr 2006 to Nov 2007 (1 year 7 months)

Achievements


• launching Cinema reservation through Vodafone ( IMAX Cinema and Americana Plaza)
• “More” Offers Launch through Vodafone One Points.
• Creating the Ask 2121 SMS.• New Application Used as the Main Search Engine with better interface and congregate all the used applications.




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• Associating 2121 And Tickets Marché For reserving Culture Wheel Events and some Separate events.
• Amr Diab Concerts Reservations
• Launching Siebel in the VDA to Monitor and analyze customers request and needs.


• Ramadan campaigns reserving Sohour & iftar For the customers ( Seqouia- Le pacha- Mojito)
• Ahly Tickets reservation Campaign.
• Manage the Ahly matches Delivery booth and Ushers



N/A

Education

BA in English Literature

Education Details

BA

English Literature, grammar , English language

Ain Shams University, Egypt

C / Good / 65 - 75%

N/A

N/A

Ain Shams University
2001 - 2005
High School - Thanaweya Amma

High School Details

Thanaweya Amma

The English School

Egypt

2000

A / Excellent / 85 -100%

N/A

The English School
2000

Certifications

ICDL
Jul 2003

Certificate details

ICDL

Jul 2003

- out of -

N/A

N/A

KIT

Microsoft office

Training and Courses

Training/Course Details

Translation

May 2005

Ain shams university

N/A

Training/Course Details

Workshop for project management

Apr 2009

Vodafone

N/A

Training/Course Details

Writing skills.

Jun 2010

Vodafone

N/A

This profile is not updated!
Last update more than 4 months ago.

Jobseeker photo

Profile Skills and Keywords

AnalysisArabicChili'sCommercial SpecialistCommunicatorCorporate Waive And Investigation Senior SpecialistCustomer ServiceCustomer-orientedDevelopment Period In The Enterprise AreaDramaEnglishEnglish LanguageEnglish LiteratureFootballGrammarICDLInternet SearchLeaderLiteratureManagementMarketingMicrosoft ExcelMicrosoft PowerPointMicrosoft WordPeople ManagementProblem SolverProgram ManagementProjectProject ManagementSongsSupervisor Delegate In The VDA TeamSupportSwimmingTeam Leader VDA TeamTeam PlayerTelecommunicationsTranslationVDA Operation SpecialistVDA RepresentativeVodafoneWorkshop For Project ManagementWriting Skills.

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Advanced

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Internet Search

Internet Search

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Word

Microsoft Word

: Advanced

: High

:

More than 7 years

Microsoft Excel

Microsoft Excel

: Advanced

: Extreme - I love it!

:

More than 7 years

Microsoft PowerPoint

Microsoft PowerPoint

: Advanced

: Extreme - I love it!

:

More than 7 years

Fields of Expertise

people management

people management

: Expert

: Extreme - I love it!

:

More than 7 years

Project Management

Project Management

: Advanced

: High

:

5-7 years

analysis

analysis

: Advanced

: Extreme - I love it!

:

5-7 years

Key Skills

Leader, Communicator, Customer-oriented, Problem Solver, Team Player

Online Presence

http://www.linkedin.com/profile/view?id=78139222&trk=nav_responsive_tab_profile_pic

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