Basic Info

Moataz Aboutaleb

9 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

International Account Team Supervisor at Vodafone Egypt LTD (VIS)

Experience Details

International Account Team Supervisor

Customer Service/Support

Manager

• Team Coaching and Development

1. Develop team members through monthly coaching, the provision of on target feedback, counselling and recognition.
2. Facilitate service evaluations to ensure the delivery of excellent standards of customer contact ensuring the achievement of KPIs and Customer Operations Targets.
3. Facilitate performance reviews using the “Performance Dialogue” Framework for team members.
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.

• Team Support

1. Organise and facilitate Team Meetings and provide feedback to Business Support Managers and Business Operations Managers.
2. Ensure efficient and effective dissemination and communication of information to team members
Manage team and departmental Reward and Recognition Programs

• Customer Support

1. Ensure the delivery of the customer experience to customers in accordance with current Vodafone standards through monthly coaching sessions.
2. 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

• Leadership

1. Identify and provide recommendations and solutions to departmental issues and Initiate change throughout the contact centre in line with our departmental goals.
2. Participate in the preparation and implementation of operational plans.
3. Understand and interpret organisational and departmental strategy requirements, and work with appropriate groups to develop workable solutions that impact on both customer and employee satisfaction.
4. Undertake project work as directed by management

• KPIs/Measures

1. Adherence to coaching team members monthly on call quality
2. Team Adherence to Vodafone policies and procedures (team understanding)
Team knowledge of products, services and applications.
3. Quality of communication with internal and external customers.
4. Deliver performance reviews and development plans


Company Details

Vodafone Egypt LTD (VIS) (multinational)

cairo, giza, Egypt

N/A

Telecommunications

www.vodafone.com.eg

May 2013 to present (3 years 7 months)
Senior International Account Consultant at Vodafone Egypt LTD (VIS)

Experience Details

Senior International Account Consultant

Customer Service/Support

Experienced (Non-Manager)

• Deal directly with customers by telephone
• Respond promptly to customer inquiries
• Handle and resolve customer complaints
• Obtain and evaluate all relevant information to handle inquiries and complaints
• Perform customer verifications
• Process orders, forms, applications and requests
• Deal directly with requests and unresolved issues to the designated resource
• Manage customers' accounts
• Deal directly with IPHONE billing and technical queries.
• Work as second line technical support for all Handsets and Modems making & models.
• Create new ideas & proposals to enhance and improve processes related to business:-
1. Decrease the leakage amount.
2. Improve the agent performance.
3. System enhancement
4. Customer leads
• Participate in some projects to achieve specific results to improve the business process.
1-Increase Customer Satisfaction
2- Pit stop
• Handling managerial tasks:
1-.Preparing and directing schedules, monitoring attendance of operators,
2- Communicating solutions, successes, and opportunities
3- Carrying out performance measurement, monitoring, and evaluation
4- Handling Customers escalations.


Company Details

Vodafone Egypt LTD (VIS) (multinational)

Cairo, Egypt

N/A

Telecommunications

www.vodafone.com.eg

Mar 2009 to May 2013 (4 years 2 months)
Senior Sales Agent. at Vision Investment & Tourism Development

Experience Details

Senior Sales Agent.

Sales/Retail

Experienced (Non-Manager)

• Receiving calls from potential clients.
• Turning the potential client to active client.
• Arranging sales meeting with our active clients to buy a unit in one of our projects.

• Promoting our marketing services which we promise our client.
• Registering potential sellers who are in my area to our data base.
• Closing the registered seller’s deals.
• Closing our buyers’ deals depending on their requirements.


Company Details

Vision Investment & Tourism Development

Cairo, Egypt

11-50 employees

Real Estate/Property Management

N/A

Jan 2008 to Mar 2009 (1 year 2 months)
Sales Agent. at E.R.A Egypt

Experience Details

Sales Agent.

Sales/Retail

Entry Level

• Promoting our marketing services which we promise our client.
• Registering potential sellers who are in my area to our data base.
• Closing the registered seller’s deals.
• Closing our buyers’ deals depending on their requirements.


Company Details

E.R.A Egypt

Cairo, Egypt

11-50 employees

Real Estate/Property Management

N/A

Jan 2006 to Dec 2007 (1 year 11 months)
Tour leader for Russian, Italian & English tourists at Visit Egypt Tours

Experience Details

Tour leader for Russian, Italian & English tourists

Tourism/Travel

Entry Level

•Meet & assist groups at the airport.
•Handling tourists accommodation.
•Handling tourists visits
•Create new idea and suggestion not included in original tourist programs.
•Handling special arrangements for VIP
•Ensuring highest quality service for tourists at all stages


Company Details

Visit Egypt Tours

Cairo, Egypt

11-50 employees

Travel and Tourism

N/A

Jul 2004 to Dec 2006 (2 years 5 months)

Achievements


I have applied major improvement in Customer satisfaction and Customer experience process in a project was called Pit Stop in Vodafone

Education

B.A. in Russian & Italian Language Faculty of Al-Alsun in Russian language

Education Details

B.A. in Russian & Italian Language Faculty of Al-Alsun

Russian language , Italian language

Faculty of Al-Alsun Ain Shams University, Egypt

C / Good / 65 - 75%

Russian Literature Russian Grammer Russwian History

N/A

Faculty of Al-Alsun Ain Shams University
2000 - 2005
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Abudhabi Secondry School

United Arab Emirates

2000

A / Excellent / 85 -100%

N/A

Abudhabi Secondry School
2000

Training and Courses

Training/Course Details

2- Project Management Professional Certification(PMP)

Oct 2014

American Chamber

•Professional Responsibility •Project Execution and Quality Management •Project Management Framework and Initiating the Project •Project Monitoring and Control •Project Planning Processes •Project Closing

This profile is fresh!
Last update 1 days ago.

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Profile Skills and Keywords

2- Project Management Professional Certification(PMP)ArabicBusiness DevelopmentCreativeCrystalCustomer ServiceCustomer-orientedEnglishHard WorkerInternational Account Team SupervisorItalian LanguageLeaderMicrosoft OfficeMusicProperty ManagementReal EstateRetailRussianRussian LanguageSalesSales Agent.SeibelSenior International Account ConsultantSenior Sales Agent.SportSupportSupportiveTelecommunicationsTour Leader For Russian, Italian & English TouristsTourismTravelTravel And TourismVodafone Egypt LTD (VIS)

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Russian

Russian

: Fluent

: Fluent

: Fluent

: Fluent

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Seibel

Seibel

: Expert

: Extreme - I love it!

:

3-5 years

Crystal

Crystal

: Expert

: High

:

3-5 years

Microsoft office

Microsoft office

: Expert

: Extreme - I love it!

:

3-5 years

Fields of Expertise

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

5-7 years

Sales

Sales

: Expert

: Extreme - I love it!

:

1-3 years

Tourism

Tourism

: Advanced

: Medium

:

1-3 years

Key Skills

Leader, Hard worker, Customer-oriented, Creative, Supportive

Online Presence

https://www.facebook.com/moataz.aboutaleb.3?ref=tn_tnmnhttps://twitter.com/MIZZOSS?s=03www.vodafone.com.eg

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