Ola Youssef

InstructorFull Time

• Job Details: Instructing English language using the Berlitz method .  Fill reports to my supervisor and design creative activities for students to help them speak the target language fluently.  Testing students after each level they complete.

International Account AdvisorFull Time

• Job Details: Doing the customer services for Vodafone UK customers as a first line technical support.  Reporting to International Account Supervisor  Reporting customers’ interaction to concerned dept. and sorting out their problems with creative solutions  Acting as an internal team manager delegate when the team manager is not available (managing the team's performance)  Managing and organizing the team's leaves (off-queue task)  Doing the call backs for customers who ask to speak to a Team manager , and utilize all the tools that I have to sort out the customer's query (off-queue task) Supporting all new comers with all the types of info they need during the nesting period (e.g. explaining the KPIs and how to achieve the required targets)  Providing help to new comers with the systems and the correct procedures that they need to follow whenever they face any issue.  Handle escalations and hard calls.  Managing the "nesting-team's" performance.  Giving new comers refreshment training sessions after logging for repeated queries and how to get them sorted out to maintain the consistency of the business.