Tarek Ragheb

Owner & Founder of Zouki-T RestuarantFull Time

Service Center senior supervisorFull Time

• Job Details:Managing Vodafone Egypt Service/Repair center responsible for supporting hardware & software issues on different devices (Handsets, ADSL routers, Tracking devices) by leading 15 technical experts whom are located in different regions across the country through solid communication and process with Commercials, Finance and vendors. • Achieving an average resolution days of 4 days through a solid E2E process through full alignment with commercial for availing spare parts needed, Retail & Courier for the proper delivery and collection of devices. • Contributing in achieving 95% increase in Fleet Tracking Devices activation (Last Quarter) compared to set budget by assigning an onsite Real time manager for handling all new installation requests along with handling any technical issues through proper communication and escalation matrix with relevant stakeholders. • EGP 1.7M savings due to refurbishing/recycling 5K returned ADSL routers and sending them back to market.

Customer Experience Senior SupervisorFull Time

• Job Details:Leading a team in developing & executing the Customer Experience strategy in line with Vodafone Group direction and work across all Vodafone Egypt’s functions to maintain the market-lead position and achieve company’s goals and CX KPIs. • Contributing in maintaining Vodafone Egypt lead as #1 Consumer NPS against the competitors. • Owning Vodafone Egypt Touch-point NPS and FTF (First Time Fix) survey achieving 39 TNPS YTD with 5 points higher than set target through a monthly governance with all relevant stakeholders and following up on Call for Actions. • A Service Design advocate across Vodafone Egypt implementing a new technique for Continuous Improvement using Qualitative analysis (Voice of Customers) combined with Quantitate analysis (Reports).