Ehab Mohamed Mahmoud

Vodafone Egypt

• Senior Billing AnalystFull Time

  Apr 2022 - Present -3 yrs, 3 months

  Egypt , Giza

  • Job Details:- Handling unmanaged customers Complex & Escalation cases: - Handled new unmanaged customer moving from UK to VGE; responsible for billing with Account& Project Team to transform the customer account from Transition stage to Billing stage, dealingwith Service, Delivery, Commercial, Finance managers on weekly bases besides to our externalstakeholders. Created Inventory Report to be used as a guidance for the internal & externalStakeholders to be able to recognize their services in billing against their Rate Card. - Handled urgent Suppression, Credit & Rebill cases. - Handled urgent DIQ cases
• Global Helpdesk Senior SpecialistFull Time

  Apr 2019 - Apr 2022 -3 yrs

  Egypt , Giza

  • Job Details:• Acts as Service Desk Support to enterprise end users through the customer’s first Line SupportHelpdesk (Local, Regional, or Global Helpdesk) based on Helpdesk to Helpdesk Support Modelproviding Service Desk functionalities. • Managing deliverables in a timely fashion with the best possible quality through integrated third Levelof Support (OPCO, Partner, Affiliate, and 3rd Party Supplier) and other ad-hoc tasks as dictated bybusiness needs. • Act as Single Point of Contact with 24/7 Support for Global Enterprises’ Helpdesks (Local, Regional, orGlobal Helpdesks) in 75+ Countries. Assignments. • Shift leading, responsible of distributing the workload on the team members. • Extracting report, to get to the RCA of the aging tickets. • Doing breach analysis, to identify the RCA of the breached order and requests. • Supporting and maintaining a flawless workflow for the day-to-day operations. • Schedule and workforce management.
• Customer Experience AnalystFull Time

  Aug 2015 - Apr 2019 -3 yrs, 8 months

  Egypt , Giza

  • Job Details:Manage the Real-time Feedback (RTM) Net Promoter Score (NPS) process by: Acting as NPS “Quarterback” reviewing high priority customer feedback and taking action as necessary– close case, assign to appropriate team for action/resolution. Acting as the RTM NPS subject matter expert providing insight and feedback to the Customer serviceTeam and partners as required. Investigate and identify reasons for trend variances in the RTM NPS results. Contribute to survey content and other feedback mechanisms. Assist in the development of strategies designed to improve customer experience by: Contributing to building and maintaining strong strategic relationships with key business partners toingest customer insights and identify shared opportunities. Aggregating all customer data (qualitative & quantitative) inputs from National NPS, Voice of theCustomer Program, market research, competitive bench-marking, etc. to formulate key customerinsights, identify high frequency root causes. Conducting preliminary investigations and analytics deep dives by collaborating with cross functionalanalytics teams to gain insight into top customer experience aggravators. Providing team with key customer insights to drive impactful customer solutions. Tracking, measure and report the impact of changes made to the customer experience.
• Senior Technical AdvisorFull Time

  Apr 2009 - Aug 2015 -6 yrs, 4 months

  Egypt , Giza

  • Job Details:I am working as a Senior Technical Advisor in the Higher technical Team in Vodafone Uk . - We dealing with the unusual and the hardest case . - We also escalating the network faults or any other issues on the network level to the Network team or to the technology team when required . - We set our clients expectations that we are the only one who can help them and even our managers won't be able to offer an extra assistance , so our Clients dealing with us as if we are a Manager .