ilaf el khalafawy

Vodafone Egypt

• Back Office AgentFull Time

  Jun 2015 - Aug 2016 -1 yr, 2 months

  Egypt
• Advisory Services AssociateFull Time

  Nov 2013 - Jul 2015 -1 yr, 8 months

  Egypt , Cairo

  • Job Details:French advisor and Back office agent at GSS team, VIS, Vodafone International Services From 2013 to 2021 Summary of Experience I joined Vodafone on November 24, 2013, have been a front-line agent (Frontliner) till July 31, 2015 then I have become a back office agent since August 1st, 2015 till August 2016 and become a greeter at th US embassy and still holding the same title till present. Customer Service Representative Duties: ¬ Providing U.S. visa applicants with accurate, clear and detailed information on the application process. ¬ Assisting the applicants with the technical issues they encounter while scheduling their online appointments. Back Office Agent Role: ¬ Presenting resolutions to cases, customer queries sent via email. ¬ Assuring that cases are appropriately assigned to the concerned teams/departments. ¬ Tackling hard calls my teammates receive. ¬ Keeping my teammates informed of the new system updates, modifications of the visa applications process. Greeter Role: From 2016 to 2021 with Vodafone Handling about 600 applicants applying for immigrant and non immigrant visa per day without regard to race, color, religion, sex, national origin, age, disability, political affiliation, marital status, or sexual orientation. Good judgment about the fraud cases and reported them. I joined another company with the same project of the CGI federal with position Senior Applicant Engagement Officer (Greeter) SLS Embassy Services