Basic Info

Refaat Sakr

12 years

Cairo Governorate, Egypt

Bachelor's Degree

Experienced

Work Experience

International Account Supervisor at Vodafone international Services

Experience Details

International Account Supervisor

Customer Service/Support, Operations/Management

Experienced (Non-Manager)


1- Quality control
a. Periodic QA sessions with employees
b. Periodic calibration on the quality standards to guarantee a unified and consistent customer experience
c. Part of the team to set quality standards to the operations
d. Do necessary changes to reporting tools on the newly introduced quality modules
e. Ensure communication to any updates to quality standards across the operations ( more than 120 employees )
f. Tackle any gaps within the middle management in understanding and communicating quality standards
g. Raise any concerns to the client and quality team primitively to any issues that might impact the customer experience negatively
h. Observe, recognize and generalize best practices amongst employees
i. Ensure 100% adherence to the communicated standards within the team
j. Lead with a selected team any quality improvement initiatives to boost customer experience

2- Performance Management
a. Drive performance through the people to ensure the highest level of service is provided to the customers.
b. Ensure the efficiency of the team members (up to 25) to ensure the most efficient service levels are provided in the operations
c. Coaching session to team members for evaluation and improvement of the level of service provided
d. Tackle any behavioural or attitude issues that might rise among team members
e. periodic performance review for team members and analysis to boost performance and efficiency

3- Compliance Management
a. Govern compliance within the team and make sure that policies are adhered to and followed
b. Communicate with the compliance team actions needed and challenging issues that result in breaches
4- Business development
a. Raise alarming issues to stake holders to ensure the quick resolution of any incidents that might have negative impact on the customer experience
b. Retain team members to reduce employee turn over
c. Propose solutions to client with the challenges in the most suitable time and raise flags for any expected problems
d. Be part of a team responsible for creating new processes to different parts of the business

5- Communication management
a. Ensure timely and efficient communication of new processes to team members
b. Feed forward any issues that arise due to miscommunication or unclear information
c. Report any changes that happens without prior notice to insure the resolution is communicated promptly
d. Manage relations with the support function to ensure the highest utilization of the functions is done within the operations
e. Insure high level of business awareness is reached between employees


6- Project Management
a. Monitor the implementation of the new systems and report issues
b. Escalate critical issues to the concerned stake holders
c. Attend focus groups and workshops to come up with best resolutions
d. Share best practices to improve the efficiency of team members


7- Introduce new comers to the operations; assure the knowledge is communicated efficiently and avail resources for coaching purposes
8- Handle escalated issues from customers to reach a satisfactory resolution


Company Details

Vodafone international Services (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.vodafone.com

Jul 2011 to present (5 years 5 months)

Achievements


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

Education

BA in Commerce

Education Details

BA

Commerce

Ain Shams University, Egypt

C / Good / 65 - 75%

N/A

N/A

Ain Shams University
2001 - 2006
High School - Thanaweya Amma

High School Details

Thanaweya Amma

International Schools of Egypt

Egypt

2000

B / Very Good / 75 - 85%

N/A

International Schools of Egypt
2000

Certifications

IELTS
Jun 2006

Certificate details

IELTS

Jun 2006

7.5 out of 9

N/A

N/A

British Council

N/A

Training and Courses

Training/Course Details

Management

Mar 2011

Vodafone

N/A

This profile is not updated!
Last update more than 1 months ago.

Jobseeker photo

Profile Skills and Keywords

AdaptiveArabicCall CenterChallengeCommerceCustomer ServiceEnglishExcelFlexibleHard WorkerIELTSITInformation Technology (IT)InnovativeInternational Account SupervisorMS OfficeManagementPeople ManagementPlanningProblem SolverReadingReportingSportsSupportSupportiveTelecommunicationsVodafone International Services

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Information Technology (IT)

Information Technology (IT)

: Expert

: High

:

5-7 years

Excel

Excel

: Advanced

: High

:

5-7 years

MS office

MS office

: Advanced

: High

:

More than 7 years

Fields of Expertise

IT

IT

: Expert

: High

:

More than 7 years

reporting

reporting

: Expert

: High

:

3-5 years

People management

People management

: Expert

: Extreme - I love it!

:

3-5 years

Call Center

Call Center

: Expert

: High

:

5-7 years

planning

planning

: Expert

: Extreme - I love it!

:

3-5 years

Customer service

Customer service

: Expert

: Extreme - I love it!

:

More than 7 years

Key Skills

Hard worker, Problem Solver, Flexible / Adaptive, Innovative, Supportive

Online Presence

https://www.linkedin.com/profile/view?id=359553533&trk=nav_responsive_tab_profilehttps://www.facebook.com/refaatsakr

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