Basic Info

Mohamed ElAlfy

8 years

Cairo Governorate, Egypt

Bachelor's Degree

Manager

Work Experience

Head of Customer Care - Middle East Region at Hellofood | Foodpanda | Otlob | Hungerstation

Experience Details

Head of Customer Care - Middle East Region

Hospitality/Hotels/Food Services

Senior Management (e.g. VP, CEO)

Managing customer care team for Middle East, countries are: Egypt, KSA.

Responsible for team for Otlob, Hellofood KSA, and Hungerstation KSA, team include, order processing agents, customer care senior advisors, customer care supervisors, Quality and training management supporting customers through phones, WebChat, ticketing and social media.


Company Details

Hellofood | Foodpanda | Otlob | Hungerstation (multinational)

Cairo, Egypt

101-500 employees

Internet/E-commerce

Www.otlob.com

Apr 2016 to present (8 months)
Vodafone International Services: Service Operations UK Operations Interim Operations Manager at Vodafone

Experience Details

Vodafone International Services: Service Operations UK Operations Interim Operations Manager

Operations/Management

Manager

Responsible for a total team of 50 FTEs providing front line services for VF-UK customers. Services include Technical, Billing and Account Management and Web-chat teams. Responsible for service delivery, client relationship management and hiring.
Direct Reports include front line team leaders.

Key Achievements:
NPS performance
Implementation of a new structure which resulted in more employee satisfaction and higher engagement across all teams


Company Details

Vodafone (multinational)

Cairo, Egypt

N/A

Telecommunications

www.vodafone.com.eg

Apr 2015 to Mar 2016 (11 months)
Interim Site Manager, Vodafone Shared Services Romania at Vodafone

Experience Details

Interim Site Manager, Vodafone Shared Services Romania

Operations/Management

Manager

Responsible for End-2-End operational performance for UK account located in Vodafone Shared Services Center, Bucharest Romania.


Company Details

Vodafone (multinational)

Bucharest, Romania

More then 1000 employees

Telecommunications

www.vodafone.com.ro

Dec 2014 to Mar 2015 (3 months)
Vodafone International Services: Service Operations UK operations Siebel Migration Site Lead – Interim Project Manager at Vodafone

Experience Details

Vodafone International Services: Service Operations UK operations Siebel Migration Site Lead – Interim Project Manager

Operations/Management

Manager

Responsible for system migration from current legacy to Siebel platform broadly known as NewCo includes processes, system, front line and customer interface across 3 sites providing support for 1400 FTEs supporting VF-UK. Responsible for SLA attainment, and managing all technical/product and services issues in real time.
Direct Reports include Subject Matter Experts, User Acceptance Testing and cross functional team including Workforce, Training, Technology, and operations

Key Achievements:
Setup of NewCo across 3 sites in Egypt project is planned to be implemented across all Europe OpCo
Creating a full deployment plan with time table, Risk register and closed feedback loop that is used for implementation


Company Details

Vodafone (multinational)

Cairo, Egypt

More then 1000 employees

Telecommunications

www.vodafone.com.eg

Mar 2013 to Nov 2014 (1 year 8 months)
Vodafone International Services: Service Operations UK operations Blended Supervisor at Vodafone

Experience Details

Vodafone International Services: Service Operations UK operations Blended Supervisor

Operations/Management

Manager


Responsible for a team of 15 FTEs providing Technical and Account Management support services to VF-UK customers.

Key Achievements:
Setup of transition function
Setup of blended teams
Revenue optimization across queue
Cost reduction across queue


Company Details

Vodafone (multinational)

Cairo, Egypt

More then 1000 employees

Telecommunications

www.vodafone.com.eg

Jan 2011 to Feb 2013 (2 years 1 month)
Vodafone International Services: Service Operations UK operations senior advisor at Vodafone

Experience Details

Vodafone International Services: Service Operations UK operations senior advisor

Customer Service/Support

Experienced (Non-Manager)

Responsibilities:
Delivering a world-class services over the phone to our customers by doing the following:
Providing the best quality using soft skills and ownership concepts
Exceeding the customer’s needs by going the extra mile
Applying the first contact resolution
Delegating my supervisor in handling the productivity tasks

Achievements:
Worked for all queues in UK Account, started with Billing and charging, 1st line technical, iPhone 1st line technical, iPhone 2nd line technical and 2nd line technical for all products (Broadband, Windows, Mac, iPhone, Android, Windows Phone, Vodafone Sure Signal, LogMeIn, Blackberry)
Delivering iPhone Training (Tech Queue)
Act as Flower walker in 2010 for all members moving from Australian account to UK Account in 2nd line technical scope
SME for Apple iOS and Mac Products – 2nd line
Conducted a technical test with customers for identifying reasons behind integration issues between iPhone and Vodafone Network.


Company Details

Vodafone (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.vodafone.com.eg

Jan 2009 to Dec 2010 (1 year 11 months)

Achievements


Implementation of a project over +1000 employee Driving results through people across all my career

Education

Bachelor of Commerce - In English in Accounting

Education Details

Bachelor of Commerce - In English

Accounting, Management

Mansoura University, Egypt

C / Good / 65 - 75%

N/A

N/A

Mansoura University
2004 - 2008
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Mansoura Language School

Egypt

2003

A / Excellent / 85 -100%

N/A

Mansoura Language School
2003

Training and Courses

Training/Course Details

Project Management Professional preparation 2013

Sep 2013

managpedia

N/A

Training/Course Details

Evolving Manager – Effective Coaching – Managing For Success – Herman Brain Dominance Index workshops

Dec 2013

TTM Associates

N/A

This profile is fresh!
Last update 16 days ago.

Jobseeker photo

Profile Skills and Keywords

AccountingAnalyticalArabicBooksCRMComputerCustomer CareCustomer ServiceDetails-orientedE-commerceElectronicsEnglishEvolving Manager Effective Coaching Managing For Success Herman Brain Dominance Index WorkshopsFood ServicesFrenchHead Of Customer Care - Middle East RegionHellofood | Foodpanda | Otlob | HungerstationHospitalityInterim Site Manager, Vodafone Shared Services RomaniaInternetLeaderMac OSManagementMicrosoft OfficeMicrosoft WindowsPersistentPresenterProject Management Professional Preparation 2013SiebelSupportTelecommunicationsVodafoneVodafone International Services: Service Operations UK Operations Blended SupervisorVodafone International Services: Service Operations UK Operations Interim Operations ManagerVodafone International Services: Service Operations UK Operations Senior AdvisorVodafone International Services: Service Operations UK Operations Siebel Migration Site Lead Interim Project Manager

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Beginner

: Beginner

: Beginner

: Beginner

Tools and Technologies

Mac OS

Mac OS

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Windows

Microsoft Windows

: Expert

: High

:

More than 7 years

CRM

CRM

: Expert

: High

:

More than 7 years

Internet

Internet

: Advanced

: Extreme - I love it!

:

More than 7 years

Microsoft Office

Microsoft Office

: Advanced

: Extreme - I love it!

:

More than 7 years

Siebel

Siebel

: Advanced

: Extreme - I love it!

:

3-5 years

Fields of Expertise

customer care

customer care

: Expert

: Extreme - I love it!

:

More than 7 years

computer

computer

: Expert

: Extreme - I love it!

:

More than 7 years

accounting

accounting

: Beginner

: Extreme - I love it!

:

Less than 1 year

Key Skills

Analytical, Leader, Presenter, Details-oriented, Persistent

Online Presence

https://eg.linkedin.com/in/mohamedelalfyhttps://www.facebook.com/MohamedElAlfyIbrahimhttps://twitter.com/mohamedelalfy

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