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Nada Desouky
Senior Web Chat Agent (UK Account Advisor) at Vodafone International Services
Giza, EgyptWork Experience
Floor Walker & Transition Support (Ad Hoc QA)
Vodafone International Services
Oct 2024 - Dec 2024 -2 months
Egypt
- Job Details:Assisted in team transitions, delivering performance calibration and training for new hires (Egypt & India). Conducted root cause analysis on detractors, supporting recovery efforts. Managed complex customer issues across voice/chat channels, resolving 85% of cases in a single interaction. Developed and delivered training sessions to enhance team performance.
Senior Web Chat Agent (UK Account Advisor)
Vodafone International Services
Jun 2021 - Present -4 yrs
Egypt
- Job Details:Ensured clear understanding of billing processes and resolved inquiries, driving customer satisfaction. Led training sessions for new hires, boosting team performance and reducing onboarding by 30%. Handled 200+ web chats weekly, achieving a 15% improvement in customer satisfaction. Conducted root cause analysis and identified improvements to enhance customer experience. Achieved and exceeded service quality and performance goals consistently. Led the web messaging platform launch, resolving key issues and identifying bugs early. Delivered a 4-day quality coaching initiative, achieving NPS scores above 80 (target: 68). Implemented smart goals and will vs. skill framework for performance coaching.
Education
Bachelor's Degree in Laws
Cairo University (CU)Jan 2019 - Jan 2023 - 4 yr
Skills
- Root Cause Analysis
- Quality Assurance & Auditing
- NPS & Customer Experience Improvement
- Training & Coaching Delivery
- Smart Goals & Performance Measurement
- Will vs. Skill Framework
- cross-functional collaboration
- Chat & Voice Channel Expertise
- Reporting & Issue Analysis
- Coaching & Feedback
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Languages
Turkish
AdvancedItalian
IntermediateEnglish
Beginner