Waleed Yasser

Technical Support SpechialistFull Time

• Job Details:• I worked as a Technical Advisor at Vodafone UK account. • Act as a front-liner and an interface with customers of Vodafone UK Customers. • The role involves responding to customers over the phone and resolving their issues and receive their feedback. • The main purpose is to facilitate and provide a Vodafone global customer service standard. • Own and manage the client relationship: resolving calls efficiently and effectively with KPIs to insure that happening. • Ensure service level agreements are met and maintained. • Work as part of a team to ensure offering world-class Customer Service at all times. • Communicate positively with all involved parties in order to facilitate customer's reception of the expected distinguished service. • Had to communicate with all other departments as all customer inquiries were handled on one and only queue. • Create and promote an environment that fosters both individual and team advancement to ensure the outstanding delivery of customer service. • Mentor and support new employees in their probation period. • Was a team manager delegate and had to manage employees inquires, organize their work and maintain the teamwork. • As part of being a team manager delegate, I had to communicate with the supporting functions and stakeholders to help facilitate employees work. • Use job tools (telephone and computer) effectively. • Meeting service level in handling all transactions measured through productivity reports. • Accuracy in handling all assigned tasks. • Maintain professional work relationships with colleagues, supervisor and manager.