Basic Info

Karim zedan

9 years

Giza, Egypt

Bachelor's Degree

Experienced

Work Experience

SENIOR REPRESENTATIVE ACCOUNT ANGEL at Vodafone egypt

Experience Details

SENIOR REPRESENTATIVE ACCOUNT ANGEL

Customer Service/Support

Experienced (Non-Manager)

• Provide an advanced account management for SME strategic Accounts SPOCs, ensuring continuity and fruitful relationship with their companies.
• Offer superior quality of Service to Vodafone Egypt Enterprise customers, through handling inbound and outbound contacts in order to exceed their expectations and to assure their satisfaction
• Providing Enterprise customers with a great experience through a proactive, customized, personalized relationship mainly via phone contact or by conducting visits. To manage their assigned/ dedicated accounts, addressing their issues proactively, maintaining/ increasing revenue, and minimizing churn
• Achieve all required targets as accounts’ billings, collections and Bad Debits.
• Reducing churn & Applying as the first line of retention.
• Ensure successful and healthy interactions between SPOCs and the sales team.
• Working on detractors reasons & enhance Customer experience


Company Details

Vodafone egypt (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.vodafone.com.eg

Dec 2014 to present (2 years)
ACT AS SUPERVISOR HIGH VALUE at Vodafone egypt

Experience Details

ACT AS SUPERVISOR HIGH VALUE

Customer Service/Support

Manager

• Lead & develop High value team members
• Ensure a cost efficient quality of service
• Deliver & improve productivity volume of business, achieving agreed SL targets.
• Monitoring and maintaining the service level on all queues/skills using available resources
• Ensure providing an end to end ownership & world class customer experience
• Teams performance monitoring, while best utilizing performance management tools & contentious feedback (one to one, PD, on target feedback, etc.)
• Clear communication for the company/area objective targets, ensuring a proper alignment & full understanding of the team members’ end to end role.
• Set & supervise development plans for both individuals & teams


Company Details

Vodafone egypt

Cairo, Egypt

More than 1000 employees

Telecommunications

www.vodafone.com.eg

Sep 2014 to Dec 2014 (3 months)
SENIOR REPRESENTATIVE NIGHT SHIFT at Vodafone egypt

Experience Details

SENIOR REPRESENTATIVE NIGHT SHIFT

Customer Service/Support

Experienced (Non-Manager)

Work force
• Guarantee effectiveness of skills assignment that achieves the SL targets per interval.
• Implementing the Queues priorities according to the management agreement per interval.
• Ensure monitoring the business rules of the queues and report any variation.
• Observe routing problems or any increase of calls to the management on time, calls behavior due to technical problems and send it to the concerned parties.
• Use the reasons on time to keep the management updated by the SL situation.
• Ensure the call flash while monitoring to know the abnormal calls’ behavior.
• Compare the actual AHT with the threshold to the management on time
High usage
• Manage Consumer and Enterprise high usage accounts and ensure they are being investigated and proper preventive actions are taken according to the high usage strategy patterns with no backlog on a daily basis.
• Prevent, Control and ensure that at all times that defenses against Fraudulent High Usage are in place (including correct staffing, alarming when key control systems are not in place, effective and prompt investigation is conducted... Etc.).
• Continuously evaluate and analyze high usage application functionalities and performance, compare it to the changing environment needs and come up with the needed requirements for development.
• Work closely with project management, Billing, DWH, Technology and International & Roaming team to plan for and deploy new vital and critical processes and systems.
• Work closely with Fraud, Risk Governance and Technology to analyze, define and implement the requirements of the new Fraud Management System.
• Ensure service level agreements are met and maintained.
• Update reporting tools by total transactions been done
Platinum Q
• To ensure resolving 100% of the received Platinum customer cases, answering customer inquiry and/or fulfilling his/her request at the first contact
• Applying all professional ways and providing different alternatives to satisfy customer, and own the fix in case of cross functional issues with
• To Ensure providing a responsive and friendly Customer Experience.
• To Ensure applying accurate and relevant transactions on systems
• To Ensure implementing VBP proactive and reactive packages appropriately as an effective tool to protect our top High value customers


Company Details

Vodafone egypt (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.vodafone.com.eg

May 2012 to Sep 2014 (2 years 4 months)
SENIOR REPRESENTATIVE PREMIUM at Vodafone egypt

Experience Details

SENIOR REPRESENTATIVE PREMIUM

Customer Service/Support

Experienced (Non-Manager)

• Handling premium and platinum customer inquiries on spot through phone calls which I receive on 888 queue
• Handling premium and platinum customer complaints and I try to retain them with available tools to keep their satisfaction in a maximum
• Handling floor global problems and escalate cases with our technology team to solve issues related to premium customers as soon as possible
• Handling our premium customer escalation through social media which assigned to us VIA mails to contact our customers and handle their complaints


Company Details

Vodafone egypt (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.vodafone.com.eg

Dec 2010 to May 2012 (1 year 5 months)
CUSTOMER CARE REPRESENTATIVE NIGHT at Vodafone Egypt

Experience Details

CUSTOMER CARE REPRESENTATIVE NIGHT

Customer Service/Support

Entry Level

• Handling High Value customer inquiries on spot through phone calls which I receive on 888 queue
• Handling High Value customer complaints and I try to retain them with available tools to keep their satisfaction in a maximum
• Handling activation service request to activate new lines
• Handling ADSL ,USB, Blackberry as technical support on 2828 queue
• Handling floor global problems and escalate cases with our technology team


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.vodafone.com.eg

Nov 2009 to Dec 2010 (1 year 1 month)
CUSTOMER CARE REPRESENTATIVE COMED at VODAFONE EGYPT

Experience Details

CUSTOMER CARE REPRESENTATIVE COMED

Customer Service/Support

Entry Level

• Handling customer's hard calls and processing all customers inquires within required time to exceed the customer expectations and to provide the best quality service in the field of communications
• -Responsible for adjusts the lines which have problems in (rate plans-dates-balance dispute) using MINSAT and Siebel systems with full access.
• -Responsible for improve customer service level of satisfaction.
• -Communicate effectively with customers, and resolve customers' concerns/complaints in positive manner and adhere to CCC rules
• -Communicate regularly with other departments and management teams regards to service issue.
• -Responsible for technical support for Queue when needed for new comers agents.


Company Details

VODAFONE EGYPT (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.vodafone.com.eg

May 2008 to Nov 2009 (1 year 6 months)
Tele sales agent at Ameco Tech

Experience Details

Tele sales agent

Sales/Retail

Entry Level

● Worked as telesales agent to USA, UK, Canada & most of English speaking countries
● Convincing customers to use our advertising service through the site www.superpages.com
● Try to up sale our advertisement by using concept of needs


Company Details

Ameco Tech

Cairo, Egypt

51-100 employees

Telecommunications

N/A

Jul 2007 to Jan 2008 (6 months)
Administrator at Hi-Q Company

Experience Details

Administrator

Administration

Entry Level

● Handling customers problems & organize students attends, evaluation, schedule solve their problems.
● I was organized with RAYA & Ministry of communications about time of testing and our schedules to achieve our target with in limited time
● Manage my stuff it was one of my responsibility to make them do their best to get a good evaluation over all
● Assure our customers satisfaction


Company Details

Hi-Q Company

Egypt

51-100 employees

Information Technology Services

N/A

Oct 2006 to Jun 2007 (8 months)

Education

Bachelor's Degree in Commerce

Education Details

Bachelor's Degree

Commerce

Faculty Of Commerce Tanta University, Egypt

Not specified

N/A

N/A

Faculty Of Commerce Tanta University
2002 - 2006
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Mostafa Sadek El Rafee

Egypt

2002

A / Excellent / 85 -100%

N/A

Mostafa Sadek El Rafee
2002

Training and Courses

Training/Course Details

Sales

Jun 2006

Alico Company

● Trained for two month as a Sales executive for life insurance policies and techniques ● Planning for new concepts to convince customers with life insurance ● How to collect data to create new chance to make deal with customers

Training/Course Details

Sales

Sep 2006

Barclays bank

● Sales for Loans and credit cards for costumers ● Opening new accounts ● How to collect data to create new chance to make deal with customers

Training/Course Details

I communicate course

Aug 2015

Logic

N/A

Training/Course Details

Leader ship anatomy course

Jul 2015

Logic

N/A

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

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Profile Skills and Keywords

ACT AS SUPERVISOR HIGH VALUEAdministrationAdministratorAnalyticalArabicBusiness DevelopmentCUSTOMER CARE REPRESENTATIVE COMEDCUSTOMER CARE REPRESENTATIVE NIGHTCommerceCustomer CareCustomer ServiceCustomer-orientedEnglishI Communicate CourseInformation Technology ServicesInnovativeLeaderLeader Ship Anatomy CourseMicrosoft OfficeProblem SolverReadingRetailSENIOR REPRESENTATIVE ACCOUNT ANGELSENIOR REPRESENTATIVE NIGHT SHIFTSENIOR REPRESENTATIVE PREMIUMSalesSportsSupportTele Sales AgentTelecommunicationsVODAFONE EGYPT

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Advanced

: Advanced

: Advanced

: Advanced

Tools and Technologies

Microsoft Office

Microsoft Office

: Advanced

: High

:

3-5 years

Fields of Expertise

Customer Care

Customer Care

: Expert

: Extreme - I love it!

:

More than 7 years

Key Skills

Analytical, Leader, Customer-oriented, Problem Solver, Innovative

Online Presence

karimzedan@hotmail.com

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