Basic Info

Tarek Abdelallah

More than 15 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Customer Operartion Manager at Elaalamia Group

Experience Details

Customer Operartion Manager

Logistics/Supply Chain, Manufacturing/Production, Quality

Manager


Planning and controlling change.
Managing quality assurance program's
Researching new technologies and alternative methods of efficiency.
Setting and reviewing budgets and managing cost.
Overseeing inventory, distribution of goods and facility layout.
• Investigate customer's problems and find solutions.
• Communicate with customers via phone, email, or letter.
• Hire, train, and terminate customer service agents.
• Provide scripts to read from during phone calls.
• Handle major incidents that cannot be resolved by agents.
• Resolve complaints and order issues.
• Ask customers to provide feedback on agents and customer service experience.
• Keep abreast of new company products and services.
• Issue refunds to customers.
• Oversee product exchanges and returns.
• Analyze data and statistics.
• Compile and print reports on overall customer satisfaction.
• Isolate and identify areas of improvement.
• Train agents on how to adequately address problem over the phone or how to write correspondence.
• Work with management on customer service initiatives.
• Utilize social media to respond to customer complaints and praise.


Company Details

Elaalamia Group

Cairo, Egypt

51-100 employees

Energy and Utilities, Electronics and Semiconductors, Logistics and Supply Chain

N/A

Jan 2015 to present (1 year 11 months)
Corporate Supervisor at Vodafone Egypt

Experience Details

Corporate Supervisor

Customer Service/Support

Experienced (Non-Manager)

• Manage & lead Retention team members.
• Day to day operation management.
• Act as a linkage between first line management and the retention agents.
• Deliver analysis, achievements, & recommendations to first line management.
• Identify operation gaps, & being able to develop these/them.
• Revisit agreed process and play part in the processes enhancement when needed.
• Carryout a periodic health check for the day-to-day follow-up process.
• Identify training needs & conduct training to team members.
• Drive & assist the team members to deliver a world-class customer experience.
• Handling all issues related to complaint, waive, MNP, loyalty program.


Company Details

Vodafone Egypt (multinational)

Egypt

More then 1000 employees

Telecommunications

N/A

Oct 2010 to Nov 2012 (2 years 1 month)
Quality Assurance Senior Team Leader at Vodafone Egypt

Experience Details

Quality Assurance Senior Team Leader

Customer Service/Support, Sales/Retail

Manager

• Responsible for monitoring and maintaining quality and compliance targets.
• Provide weekly and monthly reports to senior managers on performance.
• Identify training needs and recommendations to improve customer experience.
• Arranging the repair of any QA / related equipment that is malfunctioning.
• Ensuring non-conforming products are identified and placed on restriction.


Company Details

Vodafone Egypt

Cairo, Egypt

N/A

Telecommunications

N/A

Feb 2008 to Oct 2010 (2 years 8 months)
Premium Complaint Team Leader at Vodafone Egypt

Experience Details

Premium Complaint Team Leader

Customer Service/Support

Experienced (Non-Manager)

• Communicating with customers through the phone calls, answering there inquires, complaints and suggestions, solving any kind of problems that they might face.
• Handling customer complains and taking the proper action to solve it.
• Handling all the back office activities (loyalty & complaint)
• Built a comprehensive troubleshooting guide & rolled it out to the whole of the call center.
• On site customer visits, in a way to deeper troubleshoot customers’ problems.
• Setting up an end-to-end process for the high usage cases for both PL & PR customer base.
• Creating new rate plan for special customer and got rewarded for the Innovation award.
• Acting as a Team Leader in the Comed segment as a cross function project.


Company Details

Vodafone Egypt

Cairo, Egypt

More then 1000 employees

Telecommunications

www.vodafone.com.eg

Jun 2006 to Feb 2008 (1 year 8 months)
Call Center Agent at Vodafone

Experience Details

Call Center Agent

Business Development

Manager

• Receiving all types of calls from customers concerning any inquiry of our products/services.
• Troubleshooting & solving customers’ problems including services & products.
• Dealing successfully with hard calls & unsatisfied customers.


Company Details

Vodafone

Egypt

N/A

Consumer Services

N/A

Mar 2003 to May 2006 (3 years 2 months)
Sales supervisor at Bassico Company

Experience Details

Sales supervisor

Customer Service/Support

Manager

N/A


Company Details

Bassico Company

Egypt

N/A

Computer Software

N/A

Mar 2000 to Jan 2003 (2 years 10 months)
Private business at Adam

Experience Details

Private business

Operations/Management

Manager

Long story


Company Details

Adam

Egypt

N/A

Textile and Clothing

N/A

Aug 1994 to Jan 1999 (4 years 5 months)

Education

MCSD in IT

Education Details

MCSD

IT, SOFTWARE

LEAGUE TECHNOLOGY, Egypt

A / Excellent / 85 -100%

VISUAL BASIC

SQL SERVER 2000

LEAGUE TECHNOLOGY
2001 - 2002
Bachelor's Degree in Accounting

Education Details

Bachelor's Degree

Accounting

Faculty of commerce, Cairo University, Egypt

C / Good / 65 - 75%

N/A

N/A

Faculty of commerce, Cairo University
1990 - 1994
Bachelor's Degree in Accounting

Education Details

Bachelor's Degree

Accounting

Faculty of commerce, Cairo University, Egypt

C / Good / 65 - 75%

N/A

N/A

Faculty of commerce, Cairo University
1990 - 1994
High School - Thanaweya Amma

High School Details

Thanaweya Amma

nasser

Egypt

1990

C / Good / 65 - 75%

N/A

nasser
1990

Certifications

Certificate details

Microsoft certified solution developer

Sep 2001

961 out of 1000

N/A

N/A

LEAGUE TECHNOLOGY

N/A

Training and Courses

Training/Course Details

Emotional intelligence

Mar 2007

innovation

N/A

Training/Course Details

Six Sigma

Jul 2012

INNOVATION

N/A

Training/Course Details

leadership skills

Feb 2007

innovation

N/A

Training/Course Details

Innovation hungary

Jun 2006

innovation

N/A

Training/Course Details

communication skills

Aug 2005

innovation

N/A

Training/Course Details

7 habits

Sep 2006

innovation

N/A

Training/Course Details

8 habits

Jun 2013

innovation

N/A

This profile is fresh!
Last update 27 days ago.

Jobseeker photo

Profile Skills and Keywords

7 Habits8 HabitsAccountingAnalyticalBOBusinessBusiness DevelopmentBusiness-orientedCall Center AgentCommunication SkillsComputer SoftwareConsumer ServicesCorporate SupervisorCreativeCustomer Operartion ManagerCustomer ServiceCustomer ServicesElectronics And SemiconductorsEmotional IntelligenceEnergy And UtilitiesEnglishFinancial Analyses & Reporting EfficientGermanIN VIEWITInnovation HungaryInnovativeLeadership SkillsLogisticsLogistics And Supply ChainMSCDManagementManufacturingMicrosoft Certified Solution DeveloperOperationsPremium Complaint Team LeaderPresenterPrivate BusinessProductionProgram LeadershipProject ManagmentQuality AssuranceQuality Assurance Senior Team LeaderQuality ControlRetailRisk AwarenessSIEBELSOFTWARESalesSales SupervisorSix SigmaStaff TrainingStrong Interpersonal SkillsSupportTelecommunicationsTextile And ClothingTransportationVIP Client Management.Vodafone Egypt

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Advanced

: Advanced

German

German

: Intermediate

: Intermediate

: Intermediate

: Intermediate

Tools and Technologies

SIEBEL

SIEBEL

: Expert

: Extreme - I love it!

:

5-7 years

BO

BO

: Expert

: Extreme - I love it!

:

3-5 years

IN VIEW

IN VIEW

: Expert

: Extreme - I love it!

:

3-5 years

MSCD

MSCD

: Beginner

: High

:

Less than 1 year

Fields of Expertise

Customer Services

Customer Services

: Expert

: Extreme - I love it!

:

More than 7 years

Project Managment

Project Managment

: Expert

: High

:

3-5 years

Staff training

Staff training

: Expert

: High

:

5-7 years

program leadership

program leadership

: Expert

: High

:

5-7 years

Quality Assurance

Quality Assurance

: Expert

: High

:

1-3 years

risk awareness

risk awareness

: Expert

: Medium

:

3-5 years

VIP Client management.

VIP Client management.

: Expert

: Extreme - I love it!

:

5-7 years

Strong interpersonal skills

Strong interpersonal skills

: Expert

: Extreme - I love it!

:

3-5 years

Financial analyses & reporting Efficient

Financial analyses & reporting Efficient

: Expert

: High

:

3-5 years

Key Skills

Analytical, Business-oriented, Presenter, Creative, Innovative

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