Yomna Essam Eldin Ezz Eldin Ali

Vodafone Egypt

• Service Excellence SpecialistFull Time

  Feb 2017 - Nov 2017 -9 months

  Egypt

  • Job Details:Conducts quality review of Help desk Agents within functionally specific units to ensure quality service goals and standards are met and/or identify areas where improvement can be achieved. - Audits agents’ correspondence, observing performance, techniques, and application of guidelines and procedures. - Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively to stakeholders. - Coordinates with department Team Leaders and Managers to ensure appropriate number of audits is performed for each agent and to ensure availability during audit periods. - Evaluates and records the quality and performance during each correspondence. - Summarizes findings and recommendations and forwards to supervisor to use in performance assessments and promotional decisions.
• Enterprise MIS AnalystFull Time

  Mar 2014 - Present -11 yrs, 4 months

  Egypt

  • Job Details:• Analyzing and Governing Operational Performance through periodic and ad-hoc reports for functional areas ensuring data quality and accuracy to support Global Service Operation Centers management understand and analyze customer's behaviors. • Analyzing customer’s spending and usage trends, working as a decision support function for the commercial team. • Developing various automated reports through Excel VBA Macro’s, MS Access, SAP Business Objects, SQL Server, and SSRS reaching work efficiency levels that meet the job requirements and exceed them. • Developing financial reports including payment enabler reporting that allows Global Customers to validate Invoicing and hence make payment. • Working closely with Global Service Managers and In-Life Commercial Managers to produce required financial reports for Global Customers. • Analyzing Vendor Performance, enabling Vendor Management to improve the process and agreements with them in order to enhance customer experience. • Managing complex End-to-End relations in report production process that usually starts from billing operations, data warehouses, Global Service Managers, Commercial Managers, Operations Managers and other teams within Vodafone Global Enterprise ending to the Global Customer. • Acting as the Vodafone Global Enterprise focal point for reporting and analysis with other Op Cos/accounts in order to enable them to manage their business with VGE.