Khadiga Elsayed

Enterprise Senior SupervisorFull Time

• Job Details:▪ Managing the sales support functions (Dealers Front Office & Back Office teams for Enterprise Vodafone Italy ) ▪ Having full accountability of SLA & OLA of the enterprise services provided by my dept. ▪ Responsible for the overall operational relationships with multiple key clients ensuring high client satisfaction. ▪ Acts as an escalation point to mitigate potential negative consequences for issues that may impact client relationship/revenue impact. ▪ Recognize and drive new innovation opportunities and develop Service Improvement Plans over the term of clients’ contract. ▪ Service portfolio includes ITIL processes like Incident, problem, request fulfilment, event, change management, continual service improvement. ▪ Accountability of reporting the team KPIs and achieving the team objectives. ▪ Accountability of service level management for inbound queue and quality of service to Dealers. Managing a team of 30 persons.

Sales Support AssociateFull Time

• Job Details:1. Responsible for generating customer-facing reporting and analytics on usage & spend for the Vodafone Global Enterprise business 2. Create and consolidate Finance templates, create competitive analysis profiles, customer pricing templates 3. Work together with the Account Managers in Italy to ensure highest customer experience achieved by executing requests on a timely fashion and in the highest expected quality 4. Support the Sales team in constructing customer facing presentations 5. Build customer reports and Order (hardware, additional services)

Team Manager Full Time

• Job Details:1- Lead support professionals, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation in delivering the company mission. 2- Provide day to day supervision and management of directly assigned team of support professionals. Ensure that support professionals have a clear understanding of performance expectations, that they are properly trained and that they have access of all tools and resources they need to perform at high levels of productivity and efficiency. 3- Conduct multiple call- coaching training sessions each week. Provide feedback to support professionals on their daily performance and behavioral activities in an effective and timely manner. Communicate expectations to new employees and provide timely business updates and changes. 4- Under direction of the Service Delivery Manager, manage team KPIs and retention initiatives. Participate in root cause analysis regarding attendance challenges and attrition. Team with site leadership to develop actions to reduce attrition where possible. 5- Work with the Service Delivery Manager to resolve personnel issues in a professional and timely manner. Implement all disciplinary actions, up to and including termination, in accordance with company policy and ensure consistency. Document issues, actions taken and plan for follow up for support professional’s HR file. This includes involvement with both Service Delivery Manger to resolve personnel issues in a professional and timely manner. Implement all disciplinary actions, up to and including termination, in accordance with company policy and ensure consistency. Document issues, actions taken and plan for follow up for support professional’s HR file. This includes involvement with both Service Delivery Manager and Human Resources in addressing disciplinary actions. 6- Administer and manage payroll in accordance with the company policy and procedures. 7- Proactively manage attendance Standards compliance and leaves of absence in accordance with company policy and practice. Evaluate the need for advanced actions based on attendance data and act accordingly. 8- Provide escalation support to support professionals by providing guidance in problem solving customer issues. Use all available resources to resolve these issues as efficiently as possible. Ensure that the guidance is translated into coaching and effective feedback for the support professionals. Conduct Team Meetings with direct reports to ensure expedient communication if relevant information and as an open forum for input from support professionals. 9- Schedule and coordinate team activities. 10- Coach and mentor support professionals to ensure goals are developed for their personal and professional growth and development. Identify performance related issues and develop an action plan for improvement. Be prepared to take more formal action when goals not achieved, including the proper utilization of performance Success Plans. 11- Prepare process and conduct annual performance appraisals for assigned support professionals on time. Manage the appraisal process within the team by conducting a three month job discussion with new employees and an annual review. 12- Maintain open communication with all team members. Act as resource for answering questions, resolving product and policy questions.