Tamer Moustafa

Vodafone Egypt

• Platinum & Premium Complaints SupervisorFull Time

  Apr 2009 - Jan 2012 -2 yrs, 9 months

  Egypt , Cairo

  • Job Details:. Evaluate employees job performance & conformance to regulations & recommend appropriate personal action. . Setting up the quality assurance system to evaluate the escalated calls received by the team leaders & agents as well. . Train & instruct employees in job duties & company policies. . Discuss job performance problems with employees to identify causes, issues & work on resolving escalated complaints. . Provide employees with guidance in handling difficult or complex problems & resolving complaints or disputes. . Supervises & evaluates the team leaders & agents against SL productivity performance. . Implement & updates the policies & procedures to suit the objective of the business. . Making recommendations to management concerning staff & procedures improvement. . Paying some visits to the churn & dis-satisfied customers when needed.
• Premium Complaint Team leaderFull Time

  Dec 2006 - Apr 2009 -2 yrs, 4 months

  Egypt , Cairo

  • Job Details:. Ensure effective & efficient day-to-day performance of the premium complaints representatives. . Placed a process & agenda for the new batches & the peer mentoring phase with a presentation. . Provide troubleshooting & internship sessions for the new comers & the complaint team members. . Maintain the adherence of the team members of the customer operations department polices, procedures, system & standards. . Handling the tracker complaints reports, NTRA & the CEO complaints personally as well ensure health check. . Observing the transferred escalated calls & evaluating it as well providing feedback.
• Premium Complaint Senior RepresentativeFull Time

  Oct 2005 - Dec 2006 -1 yr, 2 months

  • Job Details:. Setting up the premium Complaint department. . Changing all the complaints SL to an aggressive one & update the CRM. . Offering superior quality through handling all the premium Complaints through written, NTRA, CEO, Walk-in area complaints plus escalated calls effectively within the agreed SLA in a way that exceeds expectations & to ensure satisfaction. . Acting as a Frontline interface with other departments that requires interactions, meetings & follow up. . Analyzing & solve customers' complaints using customer's eyes & find the right balance with the need to improve & sustain business profitability. . Handling all the tracker reports ( customers' feedback through agency rented by Vodafone ). . Responsible for waiving customers through the AR application. . Providing internship & troubleshooting sessions for the new comers & furnishing them with the department job life cycle.
• Premium Team Senior RepresentativeFull Time

  Apr 2005 - Oct 2005 -6 months

  • Job Details:. Being promoted to handle premium customers' requests. . Establishing & maintaining appropriate customer service orientation. . Applying CRM concepts through maintaining integrative linkage with premium customers. . Responsible for handling the loyalty program ( especially designed to retain key customers ) wherein fully dedicated to promote & develop the program.
• Trade Line SupportFull Time

  Mar 2004 - Apr 2005 -1 yr, 1 month

  Egypt , Cairo

  • Job Details:. Activating all the new contracts & converting lines. . Handling all the business internal support cases. . Auditing all the new contracts in order to avoid any activation mistakes.
• Premium Team Support representativeFull Time

  Jan 2003 - Mar 2004 -1 yr, 2 months

  • Job Details:Same job description of the premium team senior representative as mentioned above.
• Customer service representativeFull Time

  Dec 2001 - Jan 2003 -1 yr, 1 month

  Egypt , Cairo

  • Job Details:. Providing customers with all required information related to the company products, services, right recommendations & actions. . Updating customers' profiles through contact management system with all customers' demands & inquiries. . Following up the customers cases & feeding them back with the final status.