Lamey Attalla

Social Media SpecialistFull Time

• Job Details:Moderate all customers comments through social media platform ( Facebook, Twitter, and Instagram ) average 150 case per day Handling all customers inquiries and direct them to increase using self-helping tools, Vodafone website, and ANA Vodafone application average 60 chat per day Handling customers complaints on spot or assigning them to concerned team to make sure to be contacted Report to Alerting team any Brand attack incident Engage with customers in engagement posts to increase audience engagement with Vodafone brand Updated employees with latest policies, procedures, and compliance standards. Assessed new employee skills and strengths to provide customized training. Handling customers chats through Vodafone website and application

Senior Blended Customer Service AgentFull Time

• Job Details:Blended Senior Agent working as support function to different front line and back-office areas within Vodafone Egypt Including: Corporate customers inquiry in collection, adding new lines, retention, and technical issues Internet call center inquiries for mobile internet and ADSL in both billing, activation, and technical issue aligning with ADSL coordinator team Consumer collection deals with both Suspension and DCA teams and solving billing issues after aligning with E2E team Vodafone Cash customers with all inquiries and align with Master card and banks in dispute cases 888 & 1100 inquiries for any information or offers Social Media team handling all customer's queries through social media platforms and Vodafone chat achieving 30 case per hour UAT tester as plan and conceptualize necessary tests to be carried out. organize test runs to ensure user-friendly rating of product. Execute test plans, scenarios, scripts or procedures, and test system modifications to prepare for implementation Supporting Complaints Back office team solve customers complaints and maintain customer satisfaction handling 40 service request per day Handling consumer and corporate activation inquiries Managing floor on weekly basis to achieve service level with 80 % service level Trained and mentored 15 new personnel hired to fulfill various roles reporting to senior supervisor

Credit Collection Outbound RepresentativeFull Time

• Job Details:Take necessary action on due deals by both manual and automated actions Handling Celebrities and exclusion customers in customer base. Running daily callout campaign to reach customers to remind them of bills and make deals if needed Create monthly and daily operation action plans for all segments to make sure to pay on time with needed actions as SMS, Voice reminder, or call out Follow customer payment on daily basis and make sure that achieve collected target with 98% from monthly collected target