Mahmoud Majed

Associate operations managerFull Time

• Job Details:Acting as associate manager for the mall-Mall of Egypt

Sales and customer service Supervisor Full Time

• Job Details: Job role: To be accountable for coaching, leading and motivating a team of up to 15 advisers/agents, coordinating activities in line with the department targets and performance levels, whilst continually looking at potential improvements to departmental processes. Key Accountabilities Key Activities / Decision Areas 1. Team Coaching and Development  Develop team members through monthly coaching, the provision of on target feedback, counselling and recognition.  Facilitate service evaluations to ensure the delivery of excellent standards of customer contact ensuring the achievement of KPIs and Customer Operations Targets.  Facilitate performance reviews using the “Performance Dialogue” Framework for team members.  Ensure all team members adhere to Vodafone policies and procedures.  Adopt and ensure team member adherence to Acts and Regulations, including, but not limited to, the privacy Act, Workplace Health and Safety Act and Equal Opportunity Act. 2. Team Support  Organize and facilitate Team Meetings and provide feedback to Business Support Managers and Business Operations Managers.  Ensure efficient and effective dissemination and communication of information to team members 3. Customer Support  Ensure the delivery of the customer experience to customers in accordance with current Vodafone standards through monthly coaching sessions.  Be a point of escalation in the handling of customer queries and complaints to the point of resolution  Maintain an up to date personal and team knowledge of Vodafone products and services.  Be responsible for the real time activity and agent productivity within the Contact Centre. 4. Leadership  Participate in the preparation and implementation of operational plans  Understand and interpret organizational and departmental strategy requirements, and work with appropriate groups to develop workable solutions that impact on both customer and employee satisfaction. 5. KPIs/Measures  Adherence to coaching team members monthly on call quality  Team Adherence to Vodafone policies and procedures (team understanding)  Team adherence to Privacy and Credit Guidelines  Team knowledge of products, services and applications.  Quality of communication with internal and external customers.  Deliver performance reviews and development plans  Adherence to the facilitation of monthly/fortnightly team meetings  Adherence to facilitating monthly one on one meetings with team members  Effective management of team and departmental reward and recognition programs.  Alignment to Vodafone’s Brand Essence and high performance culture  Implementation and support of the Service Business Plan Goals

Senior technical advisor 2nd line technical – Vodafone-Ireland Full Time

• Job Details: Supporting all the technical issue for the Irish customers using Vodafone & handling all the issue that they might face with Vodafone.  Job Description:  Act as a second line interface with customers of Vodafone Company’s worldwide, main purpose is to facilitate and provide a Vodafone global customer service standard.  Working as an escalation point for all departments in customer care.  Handling all types of inquiries (billing, technical, pay as you go, Corporate, multi -national companies).  Handling college’s escalations.  Acting as team manager when my manger is out of office, with full authorities.  Mentor and develop new team members and set action plans.  Handling mail box for support team for advanced level of escalations.  Develop and invent in new or existing policies and procedures for better performance.  Daily and weekly analysis for performance to develop existing and new team members.  Applying Vodafone way and lifestyle on daily basis with all colleagues, managers and my manager’s manager for professional communication across all departments in Vodafone.