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Refaat Abdelghaffar Sakr

International Account Supervisor at Vodafone international Services

Cairo, Egypt
  • Customer service
  • IT
  • People management
  • planning
  • MS office

Work Experience

  • International Account Supervisor at Vodafone international Services

    Jul 2011 to present · 7 Years 3 Months

Education

  • BA in Commerce

    Ain Shams University - Egypt 2001 to 2006 · 5 Years
  • High School - Thanaweya Amma

    International Schools of Egypt - Egypt 2000

Achievments

During my current role I have managed teams of up to 25 employees; acted as operations manager leading a team of 90 people and successfully delivered results. Reported and analysed several challenges having major impact on the customer experience and on the business which included processes; technical issues and behaviours and put a plan to lower the impact and improve the efficiency. I have successfully participated in the below 1- Predict any upcoming challenges and worked on plans to improve the readiness 2- Ensure the training material is delivered successfully to the staff members and audit on the understanding of the team 3- - Managed communication internally between 130 employees of an entire group in the business to complete success 4- Maintained successful relationship with the client as part of a team to resolve issues and improve processes

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Skills
Tools and Fields of Expertise

  • Customer service
  • IT
  • People management
  • planning
  • MS office
  • Call Center
  • Information Technology (IT)
  • reporting
  • Excel

Languages

  • Arabic

    Fluent
  • English

    Fluent

Training & Certifications

  • Management

    Vodafone · 2011
  • IELTS

    British Council · 2006