Basic Info

Mohamed Ragab

10 years

Alexandria, Egypt

Bachelor's Degree

Experienced

Work Experience

Customer care business solutions support senior rep at Vodafone Egypt

Experience Details

Customer care business solutions support senior rep

Customer Service/Support

Manager

Role :
-Deputy Team manager “supporting in managing Remote teams “
- Acting as Service Center manager “Alexandria “
- Setting Performance KPIs to team local functions “Job analysis , Goals settings”
-Managing performance KPIs “Monitoring ,and managing the individuals scorecard for better results “
-Employee Training “Technical training ,business ,and culture awareness “
- Process development “Developing our internal process to excel in our operation “
-Quality control Coach “to ensure maintain a high quality level on our operations “
-Service/Product development “Inspecting , testing our products ,and services ,and developing new ideas “
-Handling ,and Investigating the customer complains , regarding any product or service to maintain our NPS score
- Resolving any technical issues that the customer may face related to any of the Vodafone products “Hardware /Software “ , and Services at the Vodafone Service center .


Company Details

Vodafone Egypt (multinational)

Alexandria, Egypt

More than 1000 employees

Telecommunications

N/A

Dec 2011 to present (5 years 8 months)
Sales supervisor at Vodafone Egypt

Experience Details

Sales supervisor

Sales/Retail

Experienced (Non-Manager)

- Managing the retail Service expert team, to achieve both of financial objectives “Sales , and Revenue target” , and the Quality objectives “customer satisfaction, and Net promoter score “
- Provided the Team with the necessary Support in terms of Training, Motivation, and Coaching
- liaising with the area manager, and the team
- Provide new Ideas to generate Revenue.
- Make sure that the sales transactions are relevant to the customer’s needs


Company Details

Vodafone Egypt (multinational)

Alexandria, Egypt

More than 1000 employees

Telecommunications

N/A

May 2016 to present (1 year 3 months)
2nd line Technical support senior advisor at Vodafone UK "VIS"

Experience Details

2nd line Technical support senior advisor

Customer Service/Support

Experienced (Non-Manager)


Vodafone UK 2nd line technical

 Category: Call center
 Position : 2nd line Technical support senior advisor
 Duration : June 2010 till DEC 2011
Role: because of my performance in the 2nd line in Vodafone AU, I was nominated by my supervisor to join the 2nd line technical support in Vodafone UK, my scope was supporting the Vodafone network, Handsets, Mobile broadband and the online services


Company Details

Vodafone UK "VIS" (multinational)

Giza, Egypt

More then 1000 employees

Telecommunications

N/A

Jun 2010 to Dec 2011 (1 year 6 months)
Technical support Advisor at Vodafone Australia "VIS"

Experience Details

Technical support Advisor

Customer Service/Support

Entry Level


Vodafone Australia MSS team “Back office operations “
 Category: : Call center
 Position : 2nd line Technical support Advisor
 Duration : November 2009 till June 2010
Role: because of my skills I was nominated by my supervisor to pilot the 2nd line technical support for the Vodafone AU my scope was in resolving hopeless data issues in the all Mobile phones even the non Vodafone handset and also updating and rebuilding the knowledge base


Vodafone Australia
 Category: : Call center
 Position : Technical support Advisor
 Duration : April 2009 till August 2009
Role: technical support advisor for the Vodafone AU my scope was in supporting the networks, Mobile phones and the online services


Company Details

Vodafone Australia "VIS" (multinational)

Giza, Egypt

More then 1000 employees

Telecommunications

N/A

Apr 2009 to Jun 2010 (1 year 2 months)
Excursion and Traffic Supervisor at Travco

Experience Details

Excursion and Traffic Supervisor

Tourism/Travel

Experienced (Non-Manager)


Travco Travel Company of Egypt

Category: Sales ,and management
 Position : Excursion and Traffic Supervisor
 Duration : November 2007 till March 2009
 Reporting to : Traffic Manager & Excursion Manager
Role:
• Leading the Holiday reps to achieve their Excursions Sales targets
• Creating new Excursions programs and promoting for it
• Supervising the local guides to make sure they are maintaining their role efficiently
• handling complaints of the customers and getting the feedback.
• Planning the Traffic schedules
• Managing Team
• Supervising our operations in The airport ,Marine Ports



Travco Travel Company of Egypt

 Category: :Tourism
 Position : English Representative
 Duration : October 2005 till November 2007
 Reporting to : Traffic & Excursion Supervisor
Role:
- Selling Optional Excursions , and transportation
- Conducting a welcome meeting for ordination, and sales
- Maintain a world class customer service for our guests
- Escorting the Tourists around for any Excursions
- Facilitate the departure/Arrival , and Chick in/out procedures for our guests


Company Details

Travco

South Sinai, Egypt

More than 1000 employees

Travel and Tourism

N/A

Sep 2005 to Apr 2009 (3 years 7 months)

Achievements


I have scored "Very Good" on my appraisal for 3 years on the row, i requested to redesign the KPIs for my department, i have managed to conduct a job analysis in order to determine the criteria of success, and to have better communications, rules, and deadline with our stakeholders. the new KPIs resulted in better reporting for our productivity,cost-saving, and better customer satisfaction, and NPS results.


I received many recognitions from Vodafone, for my performance


Creating new excursions program to cope with the type of new low-budget tourists after the global economic crisis


Maintaining Very good appraisal for 4 years on the row Created new Service ideas , two of them were implemented in Vodafone Egypt

Education

BA in Accounting

Education Details

BA

Accounting, Business

Faculty of commerce - English - Alexandria, Egypt

C / Good / 65 - 75%

Accounting , Business administration

N/A

Faculty of commerce - English - Alexandria
2000 - 2004

Certifications

Certificate details

Strategic Thinking and change Managment

Dec 2015

A

N/A

N/A

The Arab Academy for science ,and Technology

N/A

Training and Courses

Training/Course Details

Strategic Thinking

Dec 2015

Arab academy for Science and Technology

How to recognize ,and deal with contemporary strategic challenges ,and to deal with things that limit strategic thinking

Training/Course Details

Change Management

Nov 2015

Arab academy for Science and Technology

How to suggest ,study ,select ,and lead successful change program . How to sell the change needed to people ,and respond to resistance to this change efficiently .

Training/Course Details

Presentation Skills

May 2014

Vodafone Egypt

How to create a Good presentation , and how to conduct it successfully. How to Prepare ,and deal with the Challenges when presenting .

Training/Course Details

Customer Focus

Apr 2014

Vodafone Egypt "Harvard Business School "

How to target the right customers and build their long-term loyalty by developing systems for learning about and responding to their needs.

Training/Course Details

Principles Of Management

Feb 2016

Arab academy for science and Technology

N/A

Training/Course Details

Strategic Managment

Feb 2016

AAST

 Corporate Governance.  Ethics & Social Responsibility.  External environmental Scanning and Industry Analysis EFAS.  Internal Scanning: Organizational Analysis IFAS.  Strategy Formulation: Corporate Strategy.  Strategy Formulation: Business Strategy.  Strategy Formulation: Functional Strategy.  Strategic Choice.  Evaluation & Control

Training/Course Details

Marketing Management

Sep 2016

The Arab Academy for science and Technology

Principles of marketing Marketing MIX 4Ps Marketing Strategies Developing a Marketing Case

Training/Course Details

Organizational Behavior

Oct 2016

The Arab Academy for science and Technology

N/A

Training/Course Details

Project Management

Oct 2016

The Arab Academy for science and Technology

N/A

Training/Course Details

HR Principles

Jul 2016

The Arab Academy for science and Technology

Principles of HR Job analysis , job description , Performance metrics ,KPIs score card

Training/Course Details

ITIL v3

Dec 2013

Global knowledge

ITIL V3 Service management foundation crash course

Training/Course Details

Digital Marketing Diploma

Jun 2017

Integrated Marketing Foundation

Ongoing Social Media Management ,and Advertising SEO Digital Marketing Strategy

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Profile Skills and Keywords

2nd Line Technical Support Senior AdvisorAccountingAdaptiveAndroid OSArabicBalanced Score CardBlackberry OSBusinessBusiness DevelopmentBusiness-orientedChallengesChange ManagementComputer SkillsContact CentersCreativeCreativityCustomer CareCustomer Care Business Solutions Support Senior RepCustomer CentricityCustomer FocusCustomer ServiceDeveloping OthersDigital Marketing DiplomaE-commerceEnglishEntrepreneurEntrepreneurshipExcursion And Traffic SupervisorFitnessFlexibleGlobal BusinessGoogle AdwordsHR PrinciplesIOSITIL V3InnovationKPILeaderMS DOSMac OSMarketing ManagementMicrosoft OfficeMicrosoft OutlookOrganizational BehaviorPresentation SkillsPrinciples Of ManagementProcess ImprovementProject ManagementProject PlaningQuality AssuranceReadingRetailSEOSalesSales SupervisorSetting KPIs ScorecardSiebel CRMSocial MediaSocial Media AdvertisingSocial Media MarketingSportsStrategic ManagmentStrategic ThinkingStrategic Thinking And Change ManagmentSupportTeam ManagementTeam WorkTechnical Support AdvisorTelecommunicationsTourismTrainingTravelTravel And TourismTravelingUbuntuVodafone Australia "VIS"Vodafone EgyptVodafone UK "VIS"

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Blackberry OS

Blackberry OS

: Expert

: Extreme - I love it!

:

1-3 years

Microsoft Outlook

Microsoft Outlook

: Expert

: Extreme - I love it!

:

More than 7 years

Siebel CRM

Siebel CRM

: Expert

: Extreme - I love it!

:

5-7 years

Computer Skills

Computer Skills

: Expert

: Extreme - I love it!

:

More than 7 years

Social Media

Social Media

: Expert

: Extreme - I love it!

:

5-7 years

Microsoft Office

Microsoft Office

: Expert

: Extreme - I love it!

:

5-7 years

iOS

iOS

: Advanced

: Extreme - I love it!

:

1-3 years

Android OS

Android OS

: Advanced

: Extreme - I love it!

:

1-3 years

ubuntu

ubuntu

: Advanced

: Extreme - I love it!

:

1-3 years

Mac OS

Mac OS

: Intermediate

: High

:

1-3 years

MS DOS

MS DOS

: Intermediate

: High

:

More than 7 years

Fields of Expertise

E-commerce

E-commerce

: Expert

: Extreme - I love it!

:

1-3 years

Training

Training

: Expert

: Extreme - I love it!

:

3-5 years

Quality Assurance

Quality Assurance

: Expert

: Extreme - I love it!

:

3-5 years

KPI

KPI

: Expert

: Extreme - I love it!

:

3-5 years

customer care

customer care

: Expert

: Extreme - I love it!

:

5-7 years

Contact Centers

Contact Centers

: Expert

: Extreme - I love it!

:

3-5 years

Project Planing

Project Planing

: Expert

: Extreme - I love it!

:

3-5 years

Team management

Team management

: Expert

: Extreme - I love it!

:

1-3 years

customer centricity

customer centricity

: Expert

: Extreme - I love it!

:

More than 7 years

Setting KPIs scorecard

Setting KPIs scorecard

: Advanced

: Extreme - I love it!

:

1-3 years

Social Media

Social Media

: Advanced

: Extreme - I love it!

:

1-3 years

process improvement

process improvement

: Advanced

: Extreme - I love it!

:

3-5 years

Change management

Change management

: Intermediate

: High

:

Less than 1 year

Social media marketing

Social media marketing

: Intermediate

: Extreme - I love it!

:

Less than 1 year

Balanced Score Card

Balanced Score Card

: Intermediate

: Extreme - I love it!

:

Less than 1 year

Project management

Project management

: Intermediate

: Extreme - I love it!

:

1-3 years

Social media advertising

Social media advertising

: Intermediate

: Extreme - I love it!

:

Less than 1 year

Global Business

Global Business

: Beginner

: High

:

Less than 1 year

SEO

SEO

: Beginner

: Extreme - I love it!

:

Less than 1 year

Google Adwords

Google Adwords

: Beginner

: Extreme - I love it!

:

Less than 1 year

Key Skills

Leader, Business-oriented, Creative, Flexible / Adaptive, Entrepreneur

Online Presence

https://www.linkedin.com/in/ragabista/https://www.facebook.com/Mohamed.adel.ragab

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