Basic Info

Alaa ElEraqi

10 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Second line Function Team Leader at Vodafone Egypt

Experience Details

Second line Function Team Leader

Customer Service/Support

Experienced (Non-Manager)

Leading Team consist of 10 Agents supporting Mobile internet and ADSL for technical
Inquires.
Ensure applying the company strategy in terms of being a service differentiation
Collect and analyse the results of Queue calls, set plans and ensure conducing
training to enhance the performance.
Responsible for CCT and NPS results
Monitoring the quality and effectiveness of the training on products and services
Delivering outstanding customer service level compared to competitor practice,
through understanding the value and the needs of customers.
Participating in different projects and tasks to develop business and enhance
corporate customer experience.


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

N/A

Jan 2015 to present (2 years)
Business solutions Senior Specialist for Cloud Computing & Office 365. at Vodafone Egypt

Experience Details

Business solutions Senior Specialist for Cloud Computing & Office 365.

Customer Service/Support

Experienced (Non-Manager)

Participated in creating and launching Vodafone Egypt Cloud service
Like Service model building – Service Level agreement – building Communication
channels with all stakeholders.
Creating all Core and required function and access for 1st line support- Implementing
all Test check points & phases before launching
Communicating with all Stakeholders like Marketing - Commercial– Technology -
Service level - Communication –Sales Online-Customer experience teams to
implement launching Cloud portal- creating all quality and customer experience
thoughts
Owning Product training for other departments-Communicating with Domains Registrar
for renewal or cancellation requests
Support technical Problems for CLOUD Platform which include (Exchange ,
SharePoint , Bulk SMS , Virtual machines , web-hosting, Office 365


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

N/A

Jan 2012 to Jan 2015 (3 years)
High value team leader (high team) at Vodafone Egypt

Experience Details

High value team leader (high team)

Customer Service/Support

Experienced (Non-Manager)

Working as team leader in high value team acting all supervisory tasks with high team
members
Ensure that team members are resolving 100% of the received customer cases,
answering customer inquiry and/or fulfilling his request at the first contact.
Applying all professional ways and providing different alternatives to satisfy customer,
and own the fix in case of cross functional issues.
Ensure applying accurate and relevant transactions on systems and applications in all
received contacts
Encourage & Reward quality


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

N/A

Jan 2010 to Jan 2011 (1 year)
Customer service senior representative (Premium Team). at Vodafone Egypt

Experience Details

Customer service senior representative (Premium Team).

Customer Service/Support

Experienced (Non-Manager)

Responsible for support all technology problems related to VF products and service
like USB,Blackberry,3G routers, Hosting providing like (Sherkety, Maktabi),
Confirm that FCR is done through all our direct contact channels 2828, internal inquiry
queue 4644 and resolving service requests from 888.
Acting like Focal point to communicate with any vendor (RIM for BB and APPLE and
Huawei.
Participating in Internet call center team launch by working on Call Activities project
and working create presentation as guide to facilitate the work flow & support new
staff.
Participating in Internet call center launch by working as floor walker and team leader
for new comers.
Working as 2nd line Support in all Business solutions Inquires (ADSL-mobile internet).


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

N/A

Jan 2007 to Jan 2011 (4 years)
Senior representative (Back office) at Vodafone Egypt

Experience Details

Senior representative (Back office)

Customer Service/Support

Experienced (Non-Manager)

Premium complaints tasks; Resolving all kind of complaints (CEO complaints-
Customer satisfaction – wrong information-over promising –network complaints –
value added service – quality of service …) and close it on its service level
Vodafone one points tasks; (Handling all inquiries and complaints related to VF one
programs tasks) through Email or Trouble tickets with holding or access of adding or
adjusting or communicating with all stakeholders like (Marketing team –
communication team- RadioShack – b tech – Vodafone stores-virgin-apple best buy-
Jovitronics ..)
Outbound Call back task; Exporting all repeated customers whom calling us from
same issue more than 3 times to make sure that there problems are solved and follow
up resolving it
Outbound follow up task: Exporting all resolved trouble ticket and track if it well
resolved or not and follow up with customer to get his feedback about it to ensure high
satisfaction.


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

N/A

Jan 2007 to Jan 2011 (4 years)
Customer Service Night shift representative at Vodafone Egypt

Experience Details

Customer Service Night shift representative

Customer Service/Support

Entry Level

Respond and handle all cases and calls During night shift time.
Having all access and responsibilities in order to achieve FCR.
Run and monitor all High usage reports.


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

N/A

Jan 2006 to Jan 2007 (1 year)

Achievements


Building up Centralized Work Space for Cloud Support Team "CSS"

I've created the Idea and led the project.

Benefits:

Reduced how to use calls with percentage 35%.

It's organized ,categorized & includes all services.

Self Help Guides includes All common Questions and inquires.

It is a reference for the Front line support team and our customer on same time.

Cost efficient. Minimize using our resources like receiving high Volume of calls, a lot of emails, a lot of (Remote desktop) sessions, and avoid wasting Customer’s time & support time.

Customer experience: It’s a professional Portal will avoid wasting time for our customers,.Offering high level of Customer Experience .

Collaboration concept:this Project describes the collaboration as all members in our team worked on it and 2 other teams participated to let it on air.


+Redesign Alphanumeric activation Process with Technology team+

I've created the Idea and led the project.

Benefits:

Acquired frontend interface for our team to handover activation for the service.

Reduce Activation for the service from 72 hours to be 4 hours.

Validate each request before the action to avoid duplication ,Fraud , missing requests.

Building up welcome Call model to introduce the service after activation the service.

Run bi weekly report to ensure monitoring the process.

affected positively in the speed of activation and eliminate any complaints related to delay in activation the service.

+Re-design domain's renewal Process With Vendor+

I've created the Idea and led the project.

Benefits:

Agreement with vendor to modify current process for renewing domains to a new process ensure pro-activity and prevent impacting our customer's websites and email.

Eliminate complaints from our customers related to renewal domains issues.









Education

Mass media & Public relations in Mass media

Education Details

Mass media & Public relations

Mass media , Mass media & Public relations, advertising

Zagazig University, Egypt

Not specified

I have studied a lot of fields

N/A

Zagazig University
2000 - 2004

Certifications

Certificate details

Lean Six Sigma Green belt

Dec 2016

N/A

N/A

N/A

Vodafone International service For training and HR Consultancy

Training and Courses

Training/Course Details

Evaluating Supplier Performance and Managing Supplier Relationships

Jan 2016

Provided by Harvard Manage Mentor

N/A

Training/Course Details

• Business Partnering: Analysis and Diagnosis

Jan 2016

Vodafone global academy

N/A

Training/Course Details

• Lean Six Sigma

Jan 2016

Vodafone International service For training and HR Consultancy

N/A

Training/Course Details

• Process Improvement introduction

Jan 2016

coursera

N/A

Training/Course Details

• Digital Marketing

Jan 2016

Provided by Google

N/A

Training/Course Details

• Digital marketing Skills

Jan 2016

Vodafone Global Academies

N/A

Training/Course Details

• E marketing essential

Jan 2016

by Rob stock

N/A

Training/Course Details

• I-Communicate

Jan 2016

Logic training and HR Development

N/A

Training/Course Details

• Leaders Anatomy

Jan 2016

by Logic training and HR Development

N/A

Training/Course Details

Shine Program

Jan 2016

Vodafone Global Academies

• Joined Shine Program for leaders preparing which tailored specially for Best performers for last 2 years

Training/Course Details

• VMware (VMCICM)

Jan 2016

Global knowledge

N/A

Training/Course Details

• Introduction to Digital marketing

Jan 2015

by Digital marketing institute

N/A

Training/Course Details

• Understand and Evaluate Digital marketing

Jan 2015

Provided by SMstudy

N/A

Training/Course Details

• Introduction to Product management

Jan 2015

Udemy

N/A

Training/Course Details

• Product Management 101

Jan 2015

Provided by Udemy

N/A

Training/Course Details

• Microsoft office 365

Jan 2015

Vodafone Group global Support

N/A

Training/Course Details

• Leadership provided

Jan 2015

Harvard Manage Mentor

N/A

Training/Course Details

• Handling difficult interactions

Jan 2015

Harvard Manage Mentor

N/A

Training/Course Details

• Coaching & Feedback

Jan 2015

Vodafone HOD

N/A

Training/Course Details

• Bulk SMS Gateways full Technical Support

Jan 2015

Provided by ATSI

N/A

Training/Course Details

• Communicating effectively

Jan 2015

Impact on Egypt

N/A

Training/Course Details

• Motivation Your Self & others

Jan 2015

Impact on Egypt

N/A

Training/Course Details

• Web Design Course (Adobe Photoshop ,Flash ,Dreamweaver ,Action script ,CSS)

Jan 2013

Presented By Newhorizons

N/A

Training/Course Details

• Exchange – Active directory – SharePoint-Vm ware – E-shop

Jan 2013

Vodafone Egypt Technology Expert

N/A

Training/Course Details

• Leading and motivation

Jan 2013

Harvard Manage Mentor

N/A

Training/Course Details

• Server Administration (IIS7.5)

Jan 2012

IT EGYPT

N/A

Training/Course Details

• Blackberry Online Certificate

Jan 2011

provided by RIM academy

provided by RIM academy 2011 (Technical support-Applications-selling)

Training/Course Details

• Presentation training

Jan 2010

Dale Carnegie

N/A

Training/Course Details

• Reaching our full potential

Jan 2009

by Innovative group

N/A

Training/Course Details

• Find the way to say yes

Jan 2008

Innovative group

N/A

Training/Course Details

• Recommend the best

Jan 2008

Vodafone HR team

N/A

Training/Course Details

• Emotional intelligent

Jan 2007

by Innovative group

N/A

Training/Course Details

• Loving our top customers

Jan 2007

by Innovative group

N/A

This profile is fresh!
Last update 11 days ago.

Jobseeker photo

Profile Skills and Keywords

AdvertisingAnalyticalArabicBusiness Solutions Senior Specialist For Cloud Computing & Office 365.CreativeCustomer ServiceCustomer Service Night Shift RepresentativeCustomer Service Senior Representative (Premium Team).Customer-orientedDetails-orientedDigital MarketingEnglishEvaluating Supplier Performance And Managing Supplier RelationshipsHigh Value Team Leader (high Team)Lean Six Sigma Green BeltMass MediaMass Media & Public RelationsProcess ImprovementProduct SupportSecond Line Function Team LeaderSenior Representative (Back Office)SharePointShine ProgramSolutions SupportSupportSupportiveTelecommunicationsVodafone Egypt Blackberry Online Certificate Bulk SMS Gateways Full Technical Support Business Partnering: Analysis And Diagnosis Coaching & Feedback Communicating Effectively Digital Marketing Digital Marketing Skills E Marketing Essential Emotional Intelligent Exchange Active Directory SharePoint-Vm Ware E-shop Find The Way To Say Yes Handling Difficult Interactions I-Communicate Introduction To Digital Marketing Introduction To Product Management Leaders Anatomy Leadership Provided Leading And Motivation Lean Six Sigma Loving Our Top Customers Microsoft Office 365 Motivation Your Self & Others Presentation Training Process Improvement Introduction Product Management 101 Reaching Our Full Potential Recommend The Best Server Administration (IIS7.5) Understand And Evaluate Digital Marketing VMware (VMCICM) Web Design Course (Adobe Photoshop ,Flash ,Dreamweaver ,Action Script ,CSS)

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Advanced

: Fluent

: Fluent

English

English

: Advanced

: Advanced

: Advanced

: Advanced

Tools and Technologies

SharePoint

SharePoint

: Beginner

: High

:

1-3 years

Fields of Expertise

customer service

customer service

: Expert

: Extreme - I love it!

:

More than 7 years

Solutions Support

Solutions Support

: Expert

: High

:

More than 7 years

product Support

product Support

: Advanced

: Extreme - I love it!

:

5-7 years

Digital marketing

Digital marketing

: Advanced

: Extreme - I love it!

:

1-3 years

Process Improvement

Process Improvement

: Intermediate

: Extreme - I love it!

:

1-3 years

Key Skills

Analytical, Customer-oriented, Creative, Details-oriented, Supportive

Online Presence

https://www.linkedin.com/in/alaa-eleraqihttps://www.facebook.com/Alaa.ElEraqi

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