Islam Mustafa

Vodafone Egypt

• Enterprise strategy Account management specialistFull Time

  Sep 2022 - Present -2 yrs, 10 months

  Egypt

  • Job Details:I'm responsible for handling inbound & outbound calls inquiries & Complaints & Products & Revenue all account issues . Facilitate customer satisfaction by receiving escalated queries, following up and resolving issues in an effective manner as well as control escalations to other departments. -Provide hands on support and lead the teams towards achievement of individual performance goals and department objectives. -Conduct real time monitoring, manage the queues and move resources as required to attain the agreed service level objective and quality. -Conduct quality monitoring -Prepare daily and weekly reports that communicate customer feedback and Agent Performance.I'm responsible for handling inbound & outbound calls inquiries & Complaints & Products & Selling & Revenue all account issues . Facilitate customer satisfaction by receiving escalated queries, following up and resolving issues in an effective manner as well as control escalations to other departments. -Provide hands on support and lead the teams towards achievement of individual performance goals and department objectives. -Conduct real time monitoring, manage the queues and move resources as required to attain the agreed service level objective and quality. - Conduct quality monitoring -Prepare daily and weekly reports that communicate customer feedback and Agent Performance
• Enterprise vendor management specialistFull Time

  Aug 2018 - Present -6 yrs, 11 months

  Egypt , Cairo

  • Job Details:ranslate the outputs of the partnering service agreement and the Customer Care functional plan into a road-map that delivers direction; human resource and partnering capability; ensuring that service capability both functionally and technically is consistent and delivers right service/right time/right cost to Vodafone customers. Be accountable for all operational, performance, quality & training and people management issues and ensure resolution of these. Create operating processes with the appropriate measures and monitors to ensure accurate reporting and continuous improvement. Ensure at all times, that all defined KPIs are met to support the delivery of service grade of service levels, quality standards, First Call Resolution and customer satisfaction targets. Work with stakeholders to deliver KPIs which support all strategic drivers including customer and staff satisfaction and operational efficiency. Continuously review the business plans and strategy of the area to ensure that we continuously deliver in line with the overall company objectives and strategies. Manages and lead the account to achieve optimum customer experience. Communicate company, department objectives, ensure proper alignment and understanding of the end-end role 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 Promote cross training and knowledge Provide formal and informal performance feedback on an ongoing basis Lead the team in a manner consistent with our passion for people to ensure a great place to work through appropriate development, challenge and reward of staff. Create and maintain an environment that motivates and encourages individuals and teams to be the best that they can be and share knowledge and experience that isVodafone values-aligned and fosters personal accountability.