Basic Info

Hesham mohamed

13 years

Dubai, United Arab Emirates

Bachelor's Degree

Manager

Work Experience

Vendor Management Supervisor (Outsourcing): at Vodafone

Experience Details

Vendor Management Supervisor (Outsourcing):

Customer Service/Support

Experienced (Non-Manager)

 Managing operations and monitoring SL with the Vendor (ECCO).
 Day to day Floor activities.
 Conducing coaching with the Vendor‘s (Supervisor / Agents) frequently and on target feedback.
 Ensure that forecasted staff meets the actual staff to meet our SL.
 Managing marketing campaigns by cascading all informations needed efficiently and in effective way.
 Ensure that ECCO meets deadlines for Vodafone requirements.


Company Details

Vodafone (multinational)

New Cairo, Cairo, Egypt

More than 1000 employees

Telecommunications

www.vodafone.com

Dec 2014 to Apr 2016 (1 year 4 months)
Vendor Management Senior Specialist at Vodafone

Experience Details

Vendor Management Senior Specialist

Customer Service/Support

Experienced (Non-Manager)

 Focal point between HR and customer care and Vendor (ECC0) management.
 Handling all the agents logistics( New & Transferred agents ‘s contracts with Vodafone, Resignation,salary problems and Initiating HR letters)
 Managing Campaign projects (CVM) with WASLA, ESNAD and ECCO.
 Managing MNP and Poaching campaigns project s (CVM) with delivery vendors to deliver old and unreached customers.
 Listening to vendor’s calls to ensure that quality meets Vodafone criteria.
 Consolidate performances report to the CVM management daily.
 Planning / Getting needed poaching numbers & data to send them to vendors when needed.
 Handling complaints from customers and coordinate with vendors.
 Ensuring that agent’s bank accounts are received and is correct in order to be able to receive their salaries normally.


Company Details

Vodafone (multinational)

New Cairo, Cairo, Egypt

More than 1000 employees

Telecommunications

www.vodafone.com

Jan 2012 to Nov 2014 (2 years 10 months)
COMED Specialist ( Nesting area ): at Vodafone Egypt

Experience Details

COMED Specialist ( Nesting area ):

Operations/Management

Experienced (Non-Manager)

 Handling new hired agents and provide them with the necessary support and tools.
 Conducting coaching and 1 on 1 meetings.
 Updating agents with their productivity Day by day and MTD.
 Giving the new hired agents orientation with the Vodafone culture& attitude.
 Monitoring SL and act on upon situation.
 Handling customer’s complaints and escalations.
 Handling agents HR logistics (No show Tasks, Resignations, Sick, casual, ex).
 Handling Overtime hour’s collection for all COMED departments.
 SPAN of control 1 :20


Company Details

Vodafone Egypt (multinational)

Egypt

More than 1000 employees

Telecommunications

N/A

Oct 2010 to Dec 2011 (1 year 2 months)
Blended Team leader at Vodafone Egypt

Experience Details

Blended Team leader

Writing/Editorial, Customer Service/Support

Experienced (Non-Manager)

 Monitoring agents performance.
 Handling Floor operations.
 Conducting one to one and team meetings.
 Handling customer’s complaints and escalations.
 SPAN of control 1 :15.
 Identify required and desired areas of operational improvement and work with the Workforce to deliver these improvements.
 Identify gabs and start to solve the problems and take the initiative to fix the problem from the root.
 Play a crucial role in the process improvement ib relation to Quality & process.


Company Details

Vodafone Egypt (multinational)

Egypt

501-1000 employees

Telecommunications

N/A

Jul 2010 to Sep 2010 (2 months)
Quality assurance senior specialist at Vodafone Egypt

Experience Details

Quality assurance senior specialist

Customer Service/Support

Experienced (Non-Manager)

 Observation for all calls (Recorded/ live) and give direct feedback for agents.
 Handling Voice of the customer report through :
1. Identifying customer’s problem.
2. Spotting Minor/Major mistakes/problem that impact customers.
3. Aiming customer satisfaction.
4. Aligning Top management and all concerned parties with the problems.


Company Details

Vodafone Egypt (multinational)

Egypt

501-1000 employees

Telecommunications

N/A

Jan 2010 to Jun 2010 (5 months)
Process improvement at Vodafone Egypt

Experience Details

Process improvement

Customer Service/Support

Experienced (Non-Manager)

 Find out the ADSL Gaps and is handling it as Process or Projects till it become live.
 Ensure minimizing processes that will lead to customer satisfaction in parallel with cost and quality.
 Creative ideas that help in generating revenue and prevent revenue loss.

N.B: Preventing revenue loss with 500.000 l.E.


Company Details

Vodafone Egypt (multinational)

Egypt

501-1000 employees

Telecommunications

N/A

Aug 2009 to Dec 2009 (4 months)
Project management at Vodafone Egypt

Experience Details

Project management

Customer Service/Support

Experienced (Non-Manager)

1. Handling special projects from the scratch till the execution ( all ADSL projects)
2. Moving through planning ,monitoring and controlling ending by execution ,this phases including :

a) Scope management.
b) Cost management.
c) Planning management.
d) Human resource management.
e) Hand over management.
f) Integration management.

Example: Prepaid ADSL cash flow.


Company Details

Vodafone Egypt (multinational)

Egypt

More than 1000 employees

Telecommunications

N/A

May 2009 to Jul 2009 (2 months)
ADSL billing team leader at Vodafone Egypt

Experience Details

ADSL billing team leader

Customer Service/Support

Experienced (Non-Manager)

 Managing team on billing Queue.
 Managing team collecting bad debts for ADSL prepaid customers.
 Support with the all needed information and assistance.
 Build new reports to be used in our new roll.
 Presenting the results to the management.
 Handling team problems.
 Solving any conflicts between team members or with any other departments.


Company Details

Vodafone Egypt (multinational)

Egypt

501-1000 employees

Telecommunications

N/A

Dec 2008 to Apr 2009 (4 months)
Blended senior contact center agent at Vodafone Egypt

Experience Details

Blended senior contact center agent

Customer Service/Support

Experienced (Non-Manager)

 Supporting all Departments in the Customer operation (Complaint & retention) Vodafone directory (2121), Visa appointment, Call center, Activation, Premium customers, MNP, ADSL, Account angel of business accounts).
 Handling floor duties and distributing agents according to each segment needs.
 Creating new ideas for each supported departments in order to facilitates to our colleagues and also our customer.
 Member in the planning committee team for blended area.
 Discovered many frauds cases and reported it to Fraud Team.
 Delegate on my Team several times.


Company Details

Vodafone Egypt (multinational)

Egypt

501-1000 employees

Telecommunications

N/A

Aug 2006 to Dec 2008 (2 years 4 months)
Activation agent at Vodafone Egypt

Experience Details

Activation agent

Customer Service/Support

Experienced (Non-Manager)

 Handling Calls from Dealer /Stores to activate new line (Customers & Employees) and performing Sim Swap (Multi, E-Sim, Sim swap).
 Handling many Mail Boxes (Business Support, Floor Mail box, Resignation).
 Handling Floor Tasks (Applications, Follow up, Escalations).


Company Details

Vodafone Egypt (multinational)

Egypt

501-1000 employees

Telecommunications

N/A

Feb 2005 to Jul 2006 (1 year 5 months)
Junior agent at Vodafone Egypt

Experience Details

Junior agent

Customer Service/Support

Entry Level

 Handling Inbound calls with high quality.
 Communicating with higher level( Managers and other departments).
 Coordinating & fully responsible for all events held in the team.
 Establishing good contacts & relations with potential customers & valuable sources.
 Handling all administrative matters in general.
 Ensuring that the policies and procedures of the department are followed.
 Manage the ongoing relationship with the customers.
 Solving the customer problem on the Spot or make with him Follow up.


Company Details

Vodafone Egypt (multinational)

Egypt

501-1000 employees

Telecommunications

N/A

Jan 2003 to Feb 2005 (2 years 1 month)

Achievements


 Customer Care Hero Year Dec 2006  Employee of the month 2 times.( Feb 2007 , May 2007)  ANA Vodafone award first selection. June 2006  P&D hero.Oct 2008  Received recognition mail from customer sent to Richard Daly (CEO) and Ahmed Essam (CS Director) and Mona Hegazy (SR.Manager).  Being 3rd team on Floor for all COMED area in the team second month Feb 2011.  One of my team becomes Customer care hero in May competition March 2011.

Education

Bachelor's Degree in Accounting

Education Details

Bachelor's Degree

Accounting

Faculty of Commerce - Cairo University, Egypt

C / Good / 65 - 75%

N/A

N/A

Faculty of Commerce - Cairo University
1999 - 2002
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Orman Language school

Egypt

1999

C / Good / 65 - 75%

N/A

Orman Language school
1999

Training and Courses

Training/Course Details

Finding the way to say yes

Jan 2005

Dale Carnegie

N/A

Training/Course Details

Emotional intelligent

Aug 2005

Dale Carnegie

N/A

Training/Course Details

 Emotional intelligent

Jun 2011

Dale Carnegie

N/A

Training/Course Details

English

Apr 2013

Berlitz

level 7

This profile is fresh!
Last update 17 days ago.

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Profile Skills and Keywords

? Emotional IntelligentADSL Billing Team LeaderAccountingActivation AgentAnalyticalArabicBlended Senior Contact Center AgentBlended Team LeaderBusiness-orientedCOMED Specialist ( Nesting Area ):Customer ServiceEditorialEmotional IntelligentEnglishEntrepreneurFinding The Way To Say YesInnovativeJunior AgentLeaderManagementMy ColleaguesMy CustomerMy JobProcess ImprovementProject ManagementQuality Assurance Senior SpecialistSupportTeam LeaderTeam WorkTelecommunicationsVendor Management Senior SpecialistVendor Management Supervisor (Outsourcing):VodafoneVodafone EgyptWriting

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Fields of Expertise

Accounting

Accounting

: Expert

: Extreme - I love it!

:

Less than 1 year

Team Leader

Team Leader

: Advanced

: Extreme - I love it!

:

More than 7 years

Key Skills

Analytical, Leader, Business-oriented, Innovative, Entrepreneur

Online Presence

https://eg.linkedin.com/in/hesham-atef-36b89012https://www.facebook.com/hesham.atefmohamedHesha60

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