Basic Info

Sara Shahin

5 years

Cairo, Egypt

Diploma

Entry level

Work Experience

Performance Manager at Vodafone UK

Experience Details

Performance Manager

Customer Service/Support

Experienced (Non-Manager)

•Managing the performance of a team of 24 members and their daily KPIs

•Familiarize the team with the customer needs, specifications, design targets, the development process, design standards, techniques and tools to support task performance

•Motivate and inspire team members

•Coach and help develop team members; help resolve dysfunctional behavior

•Assure that the team members have the necessary education and training to effectively participate on the team

•Encourage creativity, risk-taking, and constant improvement

•Recognize and celebrate team and team member accomplishments and exceptional performance


Company Details

Vodafone UK (multinational)

Giza, Egypt, Egypt

More than 1000 employees

Consumer Services

N/A

Jan 2017 to present (6 months)
Complaint Management Unit Specialist at Vodafone UK

Experience Details

Complaint Management Unit Specialist

Customer Service/Support

Experienced (Non-Manager)

• To be an effective communicator and ensure all complaints are acknowledged in a timely manner and customers are kept information throughout the complaint process.
• To manage the resolution of customer complaints ,within given timescales.
• To be the first point of contact for all customer related issues .
• To liaise with the client on a weekly basis and report on the level of customer complaint resolutions .
• Maximizing customer satisfaction and ensuring full communication at all times.
• Key Duties and Responsibilities to be responsible for investigation, resolution and reporting of all customer related complaints .


Company Details

Vodafone UK

Egypt

More than 1000 employees

Telecommunications

N/A

Oct 2015 to Jan 2017 (1 year 3 months)
Floor Walker at Vodafone

Experience Details

Floor Walker

Customer Service/Support

Experienced (Non-Manager)

• Responsible for transition team knowledge and support
• Enhance and improve their skills
• Responsible for numbers how they can achieve their KPIs
• Delivering new updates for our business to be aware of it to achieve KPIs and deliver best customer service.


Company Details

Vodafone (multinational)

Egypt

N/A

Telecommunications

N/A

Jul 2015 to Jan 2016 (6 months)
International Account Advisor at Vodafone

Experience Details

International Account Advisor

Customer Service/Support

Experienced (Non-Manager)

• Takes personal responsibility for solving customer issues
• Recognises the importance of internal customer service and knows who key internal customers are
• Actively champions the customer and develops customer focus in employees / colleagues
• Ensures communication(spoken and written) is accurate and informative
• Ensures that implications of any recommendations are clearly communicated and understood
• Identifies and uses the best communication media for the situation
• Develops and incorporates approaches and methods to ensure that tasks are completed accurately
• Provides clarity and structure of analysis to allow external checks/audits
• Takes pride in producing accurate/quality work
• Answering inbound calls from customers with queries or technical problems with their mobile phones across Bill Pay customers
• Accurately documenting all calls received using the appropriate computer systems Working to achievable targets within a strong team orientated environment
• Following up on any unresolved queries to achieve agreed targets and standards applied to the campaign/account, in particular customer satisfaction and to resolve queries and complaints
• Maintain customer requirements and contribute to the overall improvement of campaigns/accounts.
• Achieve call handling targets and standards
• Record data accurately


Company Details

Vodafone

Giza, Egypt

More than 1000 employees

Consumer Services , Telecommunications

N/A

Dec 2012 to Feb 2015 (2 years 2 months)

Achievements


Getting a team of new comers to achieve the KPIs as expected within a span of only 3 months and being recognized for it.


Top performer for quarters in a row , therefore being recognized in official recognition events .


I have exceeded expectations as a top performer and have been recognized quarterly for the past 2 years
• Due to my exceptional performance I was selected to do "acting as" roles for months at a time (Foorwalker and Performance Manager)



Education

College Diploma in Management

Education Details

College Diploma

Management

Cairo University, Egypt

C / Good / 65 - 75%

statistics , management studies , organizational behavior , managerial accounting , management information technology

N/A

Cairo University
2012 - 2014
Bs in Accounting

Education Details

Bs

Accounting

Zagazig University, Egypt

C / Good / 65 - 75%

Accounting , management , organizational behavior , human resources , statistics , etc

N/A

Zagazig University
2005 - 2008
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Faqus secondary school for girls

Egypt

2004

A / Excellent / 85 -100%

N/A

Faqus secondary school for girls
2004

Certifications

CMA Canadian
May 2010

Certificate details

CMA Canadian

May 2010

passed

N/A

N/A

Canadian Information Technology ,,

 Part One: Managerial Account

BBSA Program
Dec 2010

Certificate details

BBSA Program

Dec 2010

N/A

N/A

N/A

Future Generation Foundation

*Icdl advanced (Microsoft office package ).

* 4 levels of English language from Berlitz .

*Computerized accounting ''peach-tree'' .

*Project skills .

*communication skills.

Certificate details

CMA American ''part1'' old system

May 2009

N/A

N/A

N/A

N/A

Training and Courses

Training/Course Details

Soft Skills and Customer Service

Aug 2014

EMAK

• Soft skills • Customer Service • Marketing

This profile is fresh!
Last update 3 days ago.

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Profile Skills and Keywords

AccountingArabicBBSA ProgramBusiness-orientedCMA American ''part1'' Old SystemCMA CanadianCommunicationComplaint Management Unit SpecialistConsumer ServicesCustomer ServiceEnglishFloor WalkerFrenchHard WorkerInternational Account AdvisorLeaderManagementMicrosoft OfficePerformance ManagementPerformance ManagerProblem SolverPublic RelationsSoft Skills And Customer ServiceSupportSupportiveTelecommunicationsVodafoneVodafone UK

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Advanced

: Advanced

French

French

: Advanced

: Intermediate

: Intermediate

: Beginner

Tools and Technologies

Microsoft Office

Microsoft Office

: Expert

: Extreme - I love it!

:

3-5 years

Fields of Expertise

Communication

Communication

: Expert

: Extreme - I love it!

:

3-5 years

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

3-5 years

Public Relations

Public Relations

: Advanced

: Extreme - I love it!

:

3-5 years

Performance Management

Performance Management

: Intermediate

: Extreme - I love it!

:

1-3 years

Key Skills

Leader, Business-oriented, Hard worker, Problem Solver, Supportive

Online Presence

https://www.linkedin.com/in/sara-shahin-665a745a/

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