khalil Mohamed Ibrahim Akram

Performance Manger Full Time

• Job Details:Supervise the activities and work volume of Call Centre (CC) Customer Services Representatives in attending to incoming customer enquiries and the resolution of issues raised, in order to provide optimal service delivery • Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner. • Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers. • Provides statistical and performance feedback and coaching on a regular basis to each team member. Writes and administers performance reviews for skill improvement. • Is available for employees who experience work and/or personal problems providing appropriate coaching, counselling, direction and resolution. • Ensures employees have appropriate training and other resources to perform their jobs. • Responds to and resolves employee relations issues expressed by team members. • Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level. • Addresses disciplinary and/or performance problems according to company policy. • Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.

Senior Technical advisor Full Time

• Job Details:Act as a frontline interface with customers of Vodafone companies worldwide. Role involves responding to customers over the phone and resolving their inquiries. The main purpose is to facilitate and provide a Vodafone global customer service standard Essence of Role/Key Accountabilities •Acts as second level for both consumer (pre pay / post pay) and business customers to support the following Voice and data technicalities: -Support all client's services on any type of handset. -Support all client’s services on any OS (e.g. Android, Symbian, Windows, BB, Apple) -Full support 3rd parties products, services and related OS (e.g. Blackberry, iPhone) -Support all Broadband devices including VMC, USB Modem, MiFi, Shared Dock. -Full Support Repeater devices and similar.

Senior Technical advisor Full Time

• Job Details:Act as a frontline interface with customers of HTC UK Working as first level Technical Support in HTC to support customer and Enterprise on HTC mobile (GPRS, GPS, MMS, and WAP) • Assisted customers with their queries and problems by phone and e-mail. • Established and maintained contacts with new and existing customers as per the direction of the supervisor. • Helped customers place new orders easily. • Forwarded important and serious matters to the seniors. • Transferred urgent calls to the required departments quickly and accurately. • Entered and updated new customer details in the customer relationship management software • According to administrative guidelines. Achieved set targets of the firm by the stipulated deadline