Omar Walid Ali
Proactive Complaints at Vodafone Egypt
Manial, Cairo, EgyptWork Experience
Proactive ComplaintsFull Time
Jul 2020 - Present -4 yrs, 11 months
Egypt
- Job Details:Wave zero in the Pro-Active complaints Queue we've launched to handle complaints regarding mobile technicalities, home broadband issues, vulnerable customers & customers in collections.
Complaints AdvisorFull Time
Apr 2019 - Jul 2020 -1 yr, 3 months
Egypt
- Job Details:-Handling all types of complaints ,extreme repetitive callers & credit seekers. -Improving customer experience & providing final resolution to their cases. -Acted as an internal SME to handle escalations & complicated cases on spot from my colleagues in order to uplift the overall team's performance
Education
Bachelor's Degree in Accounting
Thebes AcademyJan 2018
Achievements
- Giving training sessions to newcomers on how to request accessfor our 22 applications & providing them with full support on how to deal with any errors they face throughout this journey ensuring that they’d be able to fully use these applications. - Got promoted from billing department to Extreme repetitive callers’ queue within 2 months as an exception due to outstanding performance that was appraised by my manager. - Got recognized as top performer in June 2019 for complaints department in competition against 300 other advisors. - Delegated over my team that consists of 15 people, from the 1st of February/2020 till the end of April 2020 to uplift performance by supporting them with knowledge, handling escalations on spot & coaching. - Got transferred to start at Pro-active complaints as wave zero along with 29 other agents due to our top performance & profiles.
Languages
English
FluentArabic
Fluent