Basic Info

Hany Labib

More than 15 years

Cairo, Egypt

Master's Degree

Manager

Work Experience

International Accounts Operations Manager at Vodafone International Services - VIS

Experience Details

International Accounts Operations Manager

Customer Service/Support, Operations/Management

Manager

 Manage all service requests and change requests for the client and Participate in preparing business cases and contracts for business obtained.
 Build and maintain excellent customers’ relationships.
 Investigate and resolve customer problems with services rendered.
 Manage a team of supervisors in an efficient way to deliver best in class service to the international account customer
 Respond promptly to customer needs and solicit customer feedback to improve service
 Ensure full compliance with contractual agreements
 Evolve knowledge management tools, processes and procedures to maintain even distribution of knowledge of individual cases among the teams.
 Communicate company, department & unit objectives; ensure proper alignment and understanding of the end-end role
 Set and supervise development plans for teams & individuals
 Improve team productivity period over period
 Set team & individual targets
 Manage team attrition to acceptable levels
 Hire as well as oversee the interviewing/hiring of supervisors and representatives in cooperation with HR account management.
 Maintain team technical proficiency and productivity, and provide technical training where required.
 Set SMART goals and targets for the planning teams and ensure its alignment and integrity with strategic directions of the department and Vodafone Egypt
 Identify required resources and skill sets/competencies required to successfully carry out department plans
 Balance and monitor the work load distribution to match with the business needs and team capabilities
 Provide formal and informal performance feedback on an ongoing basis.
 Drive a customer experience culture to positively impact the customer’s feelings about Vodafone.
 Ensure operation is compliant with regulatory requirements, check periodically for updates.


Company Details

Vodafone International Services - VIS (multinational)

Cairo, Egypt

More then 1000 employees

Telecommunications, Outsourcing/Offshoring

N/A

Oct 2008 to present (9 years)
Call center and premium Complaints and Back office Senior Supervisor at Vodafone Egypt

Experience Details

Call center and premium Complaints and Back office Senior Supervisor

Customer Service/Support, Operations/Management, Quality

Experienced (Non-Manager)

Worked for Vodafone Egypt in customer Care in different positions (Jan 99 till Oct 08)
Call center and premium Complaints and Back office Senior Supervisor (April 07 till October 08)
Call center Supervisor – High segment October 06 till April 07)
Call center Supervisor – Core and Med segment (April 06 till October 06)
Enterprise Account Angel – Government segment (October 05 till March 06)
Enterprise Activation senior rep. (April 02 till October 05)
Enterprise Account angel (Activation) (May 01 till March 02)
Senior Customer service representative (August 00 till May 01)
Customer service representative (Jan 99 till July 00)


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

More then 1000 employees

Telecommunications

N/A

Jan 1999 to Oct 2008 (9 years 9 months)

Education

MBA in Marketing

Education Details

MBA

Marketing

ESLSCA Business School, Egypt

A / Excellent / 85 -100%

Marketing Research Financial Analysis Macro Economics Finanacial Accounting International Law International Management System Dynamics Organizational Behaviour

N/A

ESLSCA Business School
2001 - 2002
BSc in Accounting

Education Details

BSc

Accounting

Ain Shams University, Egypt

C / Good / 65 - 75%

N/A

N/A

Ain Shams University
1994 - 1998
High School - Thanaweya Amma

High School Details

Thanaweya Amma

St. George College

Egypt

1994

B / Very Good / 75 - 85%

N/A

St. George College
1994

Certifications

Certificate details

Registered Cordinator

Oct 2010

91 out of 100

N/A

N/A

COPC

N/A

Training and Courses

Training/Course Details

PMP

Nov 2014

Step to Future

Project Management Diploma

Training/Course Details

COPC Registered Coordinator

Oct 2010

COCP

N/A

Training/Course Details

• Effective Communication and Human Relations

Dec 2007

Dale Carngie

N/A

Training/Course Details

Stake Holders Management

Jan 2012

TTM associate

N/A

Training/Course Details

Creativity and Innovation and mind mapping

Jan 2006

Tony Buzan

N/A

Training/Course Details

Strategic Management and simulation

Jan 2014

IMEP Group

N/A

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

Jobseeker photo

Profile Skills and Keywords

AccountingAnalyticalArabicCOPC Registered CoordinatorCall Center And Premium Complaints And Back Office Senior SupervisorClassic MusicContact CentersCreativity And Innovation And Mind MappingCustomer ServiceCustomer-orientedEnglishFrenchGSMHistoryInternational Accounts Operations ManagerLeaderMBAManagementMarketingMicrosoft OfficeOffshoringOutsourcingPMPPoliticsProblem SolverProject ManagementQuality AssuranceQuality ControlRegistered CordinatorStake Holders ManagementStrategic Management And SimulationSupportTeam ManagementTeam PlayerTelecommunicationsVodafone EgyptVodafone International Services - VIS Effective Communication And Human Relations

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Intermediate

: Intermediate

: Beginner

: Beginner

Tools and Technologies

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Office

Microsoft Office

: Advanced

: Extreme - I love it!

:

More than 7 years

GSM

GSM

: Intermediate

: High

:

More than 7 years

Project Management

Project Management

: Intermediate

: High

:

1-3 years

Fields of Expertise

Contact Centers

Contact Centers

: Advanced

: High

:

More than 7 years

Team Management

Team Management

: Advanced

: Extreme - I love it!

:

More than 7 years

Project Management

Project Management

: Beginner

: High

:

1-3 years

Key Skills

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

Online Presence

www.linkedin.com/in/HanyLabibwww.facebook.com\HanyLabib

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