Iman Mahmoud

Quality Team CoachFull Time

• Job Details:- Coaching of the Call Center Agents in following topics (Change Tariff Option, SIM Card Registrations, change ownership, Mobile Number Portability, Payment Arrangement, Roaming Services, Changing Bank Details for Debit/Credit) in different queues (Prepaid/Postpaid/Web Chat and Back Office). - Side by Side coachings, professional coachings and tool-coachings and creating individual development plans. - to be responsible for the further development concerning the professional competence of the agents. - analysis of the training requirements in co-operation with the teammanager. - realization of the VF D2 Vision and Values „VF D2 is the number one in the customer care service“.

Helpdesk Project integration specialist, Vodafone Global Enterprise in Egypt.Full Time

• Job Details:- Responsible of delivering an overlay monitoring and reporting of MNC accounts in-country (ITIL Service Delivery) in terms of RFP implementation, transformation and migration to the MNC Account teams. - Provide support to sales teams in the management and coordination of service requests, service improvement plans and other non-customer interfacing activities. - Role and Key Accountabilities - Service Management (ITIL Service Delivery) Customer On Boarding - Responsible for the planning and managing of MNC accounts in-country (ITIL Service Delivery) - Deliver an overlay monitoring and reporting on customer on boarding in terms of transformation, migration and tariff implementation. - Works with and supports the Global Service Manager on delivery of (RFP implementations) in a local country - Knowledge of different contracts types utilized in VGE core service deployment - Development of best practice knowledge sharing across the Service Partner Manager, OPA Community and account teams - Be the subject matter expert of designated country/region - Obtain and document End to End process per country - Define SPOCs and agree Service Reviews per OpCo - Define and agree Contacts, SPOCs and escalation matrix per OpCo - Define and agree Migration and transformation lead times/SLAs per OpCo - Document a list of reporting/weekly status updates required per OpCo - Assist in the new tariff implementations for acquisition and renewal customers. - Work as an effective member of a geographically dispersed account team - Work as part of the MNC Account team with the Global Account Manager, Global Service Manager, Global Program Manager as well as the National Account Manager Remote Disk Based Service Management (ITIL Service Delivery ) - Support sales teams (Global account managers National account managers) in managing and coordinating service requests, service improvement and plans and other non customer interfacing activities. - Support Account Managers in Billing and Invoice Queries & Reporting - Support Account Managers in Debt Management (assistance in removal of service related issues preventing a customer from paying their invoice) - Support Account Managers in Coverage Enquiries and In Building Coverage Scheme Deployment - Support Account Managers in implementation of local network changes as and when required, liaise with network on coverage and quality issues - Support Global Service Manager in any local actions required for the generation of global (central) invoicing - Support Global Service Manager generating customer specific local billing/usage reports.