Radwa Hussein Assal

Compliance and incident management SupervisorFull Time

• Job Details:• Act as a compliance assurance catalyst for all Vodafone UK current processes and required change. Maintain communication channels needed to support closure of non-compliance and act as a focal point between client and operations • Achievement of service targets through people and team management also communication of results on a daily and weekly basis. • Act as a focal point between client, operation and relevant support function. • Management and assessment of knowledge and skills of individuals and implementation of performance development plans. • Take corrective and preventive actions to avoid any prospect Compliance issues • Ensuring compliance to application security and accessibility protection measures • Manage FBL (CEO escalations) effectively and assure proper action and the feedback loop is closed • Manage Leakage and NBA targets to assure the site achieves them • Review Compliance reports efficiently and effectively in accordance with the UK policy in the UK Account

International Account SupervisorFull Time

• Job Details:• Managing a team of 20+ agents, and assuring their daily/monthly/yearly KPIs are achieved • Offering managerial and quality guidance to team members in order to help them not only achieve their job requirements, but also realize their career path in the corporation • Direct handling of customer complaints to assure best customer experience. • Coaching team members through creating knowledge training packs, enhancing communication skills and awareness of company policy and management • Leading shared services teams across UK account to calculate/evaluate performance across queue for 500+ agents in addition to 30+ team managers • UK Account performance management, through gathering data and performance figures across the year and highlighting the pitfalls and weaknesses to be avoided in the future and to have performance improved • One of the key players in launching Inbound/ Outbound ERC (extreme repeat callers) project across UK account, which works on reducing customer complaints through continuous work to upgrade current processes and meet customer expectations • Arranging weekly meetings with our client (Vodafone UK) to discuss project updates, and highlight project progress per week • Creating training material for project launch to ensure smooth launch and 100% understanding of the goals behind the project • Contributing in the hiring process for both UK account and extreme repeat callers project, through interviews and best candidate selection • Resources distribution planning across Contact Centre and Service Level Management & Monitoring. • Scheduling Contact Centre agents to meet delivery committed.

International Account AdvisorFull Time

• Job Details:• Acting as a frontline interface with customers of Vodafone New Zealand. • Part of the team that launched the Net Promoter Score on New Zealand account • Part of the team that launched a sales campaign for Vodafone Services to meet customer usage • Mentor new team members and support new employees. • Handling team members daily requirement and annual leaves arrangements