Basic Info

Doaa Mesbah

9 years

Cairo - Giza, Egypt

Bachelor's Degree

Entry level

Work Experience

English Instructor at Berlitz

Experience Details

English Instructor

Education/Teaching

Entry Level

Responsible for teaching English to non-English speaking adults making sure that they're placed in the right level according to their proficiency level.
Arrange for regular exams & quizzes.
Set & follow up on action plans to make sure that trainees are adhering to the Berlitz standards.


Company Details

Berlitz (multinational)

Giza, Egypt

More than 1000 employees

Training and Coaching

http://www.berlitzegypt.com

Oct 2016 to present (2 months)
International Account Team Leader at Vodafone International Services

Experience Details

International Account Team Leader

Customer Service/Support

Manager

1. Team Coaching and Development:
• Develop team members through monthly coaching, the provision of on target feedback, counselling and recognition.
• Facilitate service evaluations to ensure the delivery of excellent standards of customer contact ensuring the achievement of KPIs and Customer Operations Targets.
• Facilitate performance reviews using the “Performance Dialogue” Framework for team members.
• Ensure all team members adhere to Vodafone policies and procedures.
• Adopt and ensure team member adherence to Acts and Regulations, including, but not limited to, the privacy Act, Workplace Health and Safety Act and Equal Opportunity Act.

2. Team Support:
• Organise and facilitate Team Meetings and provide feedback to Business Support Managers and Business Operations Managers.
• Ensure efficient and effective dissemination and communication of information to team members

3. Customer Support:
• Ensure the delivery of the customer experience to customers in accordance with current Vodafone standards through monthly coaching sessions.
• Be a point of escalation in the handling of customer queries and complaints to the point of resolution
• Maintain an up to date personal and team knowledge of Vodafone products and services.
• Be responsible for the real time activity and agent productivity within the Contact Centre.

4. Leadership:
• Participate in the preparation and implementation of operational plans
• Understand and interpret organisational and departmental strategy requirements, and work with appropriate groups to develop workable solutions that impact on both customer and employee satisfaction.




5. KPIs/Measures:
• Adherence to coaching team members monthly on call quality
• Team Adherence to Vodafone policies and procedures (team understanding)
• Team adherence to Privacy and Credit Guidelines
• Team knowledge of products, services and applications.
• Quality of communication with internal and external customers.
• Deliver performance reviews and development plans
• Adherence to the facilitation of monthly/fortnightly team meetings
• Adherence to facilitating monthly one on one meetings with team members
• Effective management of team and departmental reward and recognition programs.
• Alignment to Vodafone’s Brand Essence and high performance culture
• Implementation and support of the Service Business Plan


Company Details

Vodafone International Services (multinational)

cairo, giza, Egypt

More than 1000 employees

Consumer Services

http://vis.vodafone.com.eg/

Jul 2013 to Jan 2016 (2 years 6 months)
Relationship Management – UK On-Site Team at Vodafone International Services

Experience Details

Relationship Management – UK On-Site Team

Customer Service/Support

Manager

1. Monitoring & Reporting:
• Monitor frontline compliance in current UK processes.
• Use different reporting tools for compliance comparison.
• Produce daily, weekly & Ad-Hoc Reprots.
• Monitor system/data security compliance reports.
• Peer to peer feedback to/from Egypt & UK.

2. Manage incidents:
• Manage non-compliance through appropriate database.
• Follow up & capture incident feedback.
• Flag delayed feedback beyond agreed SLAs.

3. Communication Channels:
• Replicate required communication on different channels.
• Ensure maintenance & consistency in all OnSite owned communication channels.
• Conduct mystery shopping, surveys & Quizzes to test communication understanding.



4. Customer Satisfaction:
• Health check complaints received for non compliance.
• Test customers’ journeys ensuring great experience at points of change.
• Capture frontline feedback on change prior to launch ensuring customer experience risks are flagged.

5. Change Control:
• Managing new changes to current processes/products.
• Managing new projects till blending into BAU processes/products.
• Communication of changes to different department & areas.
• Hold focus groups to discuss current challenges & reach resolution.


Company Details

Vodafone International Services

cairo, giza, Egypt

More than 1000 employees

Consumer Services

http://vis.vodafone.com.eg/

Nov 2011 to Jun 2013 (1 year 7 months)
International Account Advisor at Vodafone International Services

Experience Details

International Account Advisor

Customer Service/Support

Entry Level

• Resolving cases present on calls efficiently & effectively.
• Assisting customers with all network related queries & all handset features (Phones & mobile broadband devices).
• Ensure service level agreements are met & maintained.
• Communicate positively with all involved parties in order to facilitate customer's reception of the expected distinguished service.
• Improvement of processes & procedures to ensure offering world-class Customer Service at all times.
• Assisting customers with their payment related queries including setting up payment plans.
• Ensuring First Call Resolution.
• Ensuring Customers’ Satisfaction with every call as well as Brand Recommendation (NPS - Net Promoter Score).


Company Details

Vodafone International Services (multinational)

cairo, giza, Egypt

More than 1000 employees

Consumer Services

http://vis.vodafone.com.eg/

Apr 2009 to Oct 2011 (2 years 6 months)
Acting as International Account Team Leader at Raya Contact Centre

Experience Details

Acting as International Account Team Leader

Customer Service/Support

Experienced (Non-Manager)

• Responsible for the data entry accuracy for the main application for the account.
• Responsible for the shadowing days for the new comers & their learning curves.
• Responsible for the development & updates of information which is delivered to customer.
• Implementing customer satisfaction survey.
• Conference calls & meetings with project’s owners.
• Monitoring inbound & outbound calls.
• Developing weekly & monthly operational reports.
• Develop team members through monthly coaching, the provision of on target feedback, counselling & recognition.
• Facilitate service evaluations to ensure the delivery of excellent standards of customer contact ensuring the achievement of KPIs & Customer Operations Targets.
• Ensure all team members adhere to RCC policies & procedures.
• Adopt & ensure team member adherence to Acts & Regulations, including, but not limited to, the privacy Act, Workplace Health & Safety Act & Equal Opportunity Act.
• Mentor & support new employees.
• Owning & managing the client relationship: resolving calls efficiently & effectively.
• Responsible for ensuring service level agreements are met & maintained.
• Responsible for ensuring that we’re offering world-class Customer Service at all times.
• Working on improvement of processes & procedures with the responsible teams & department.
• Team performance analysis.
• Create & promote an environment that fosters both individual & team advancement to ensure the outstanding delivery of customer service.


Company Details

Raya Contact Centre

Cairo, Egypt

501-1000 employees

Consumer Services

N/A

Dec 2007 to Mar 2009 (1 year 3 months)

Achievements


I've managed to develop at least 30 advisers within the past 7 months - have them understand the importance of their roles in the business as well as setting up plans for them to make sure that they're gaining all the needed skills to match their next move upwards in their career path.
Helped with new CRM implementation


I was a very important part of new processes implementation
Ran through war-room sessions & discussions for new projects
I worked on many projects targeting customers' delight & worked on launching new customer services modules to reach optimum customer satisfaction


I used to rank within top 20 advisers nearly all the time (our of nearly 800 advisers population)


I managed to keep a very professional relationship among my team members as well as helping with making a lot of processes much smoother
Helped with implementation of new CRM


Education

BA in Faculty of Arts - Mass Communication

Education Details

BA

Faculty of Arts - Mass Communication

Ain Shams University, Egypt

C / Good / 65 - 75%

Mass Media & Communication Public Relations Advertising

N/A

Ain Shams University
2003 - 2007
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Al-Tagrebya Al-Mowahada

Egypt

2003

B / Very Good / 75 - 85%

Although studies language was in Arabic I have excellent English

Al-Tagrebya Al-Mowahada
2003

Training and Courses

Training/Course Details

Public Relations & International Protocol

May 2002

Middle East Research Centre

N/A

Training/Course Details

Customer Satisfaction & Customer Experience

Apr 2009

Vodafone International Services

N/A

Training/Course Details

Customer Services

Dec 2007

Raya Contact Centre

N/A

This profile is fresh!
Last update 3 days ago.

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Profile Skills and Keywords

Acting As International Account Team LeaderAdminArabicBerlitzBusiness-orientedComputerConsumer ServicesCookingCreativeCustomer Satisfaction & Customer ExperienceCustomer ServiceCustomer ServicesCustomer-orientedEnglishEnglish InstructorFaculty Of Arts - Mass CommunicationFamilyFriendshipsHRHand CraftsHonestyInnovativeInternational Account AdvisorInternational Account Team LeaderInternetMicrosoft OfficeMobile PhonesMusicProfessionalismPublic Relations & International ProtocolRelationship Management UK On-Site TeamSupportTeam PlayerTraining And CoachingTransparencyTrustTypingVodafone International ServicesWork Ethics

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Microsoft Office

Microsoft Office

: Expert

: High

:

More than 7 years

Fields of Expertise

Customer Services

Customer Services

: Expert

: Extreme - I love it!

:

More than 7 years

Key Skills

Business-oriented, Customer-oriented, Creative, Innovative, Team Player

Online Presence

https://www.linkedin.com/in/doaa-mesbah-b4375215?trk=nav_responsive_tab_profile_pichttps://www.facebook.com/doaa.mesbah

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