Basic Info

Ibrahim abbas

7 years

Giza Governorate, Egypt

Bachelor's Degree

Experienced

Work Experience

Quality Coach at Vodafone

Experience Details

Quality Coach

Quality, Customer Service/Support, Engineering - Oil & Gas/Energy

Experienced (Non-Manager)

1. Coaching agents how to achieve the best customer experience through the quality standards.
2. Giving team briefings to discuss findings to work on and develop.
3. Monitoring live chat making, seeking grammar & spelling perfection.
4. Acquire meetings with the team managers and reporting scores.
5. Discussing targets with the Irish client through VIS Video conference on a weekly basis.
6. Working on achieving the best network promoter scores.

• Became a gauge for the senior quality coaches and auditing them.
1. Auditing calls for quality coaches and to guarantee consistency.
2. Taking final decisions during team calibrations on scoring.

• Certified at the coaching training by (VIS) Vodafone international service.
• Acting as quality assurance supervisor for four month.

 Other Responsibilities:

1. Regular monitoring of agent calls and scoring calls.
2. Observe trends and make recommendations for improving work processes in the organization.
3. Develop, implement and participate in Quality Initiatives to increase awareness of Quality objectives.


Company Details

Vodafone

6th of October City, Egypt

More than 1000 employees

Telecommunications, Computer and Network Security , Consumer Electronics

www.vodafone.eg

May 2009 to present (7 years 7 months)
Senior Technical advisor at Vodafone

Experience Details

Senior Technical advisor

Customer Service/Support

Experienced (Non-Manager)

1. Network 2nd line Technical Support for all accounts: corporate, prepaid, consumer and retail support.

2. Handled all Team manager responsibilities in a delegation plan for 12 months as recognition for being well experienced for three and half years in customer service.


Company Details

Vodafone (multinational)

6th of October, Egypt

More than 1000 employees

Telecommunications

www.vodafone.eg

Feb 2012 to May 2013 (1 year 2 months)

Achievements


Certified Quality Coach from AB & Associates Design and delivery of soft skills packs to target performance recognized from Anne O'leary CEO vodafone Ireland Good knowledge of COPC standards launched quality system for the ireish account in vodafone Romania

Education

Bachelor's Degree in Electronics and Communication

Education Details

Bachelor's Degree

Electronics and Communication

AKHBAR ELYOM ACADEMY, Egypt

C / Good / 65 - 75%

* Antenna * C Programming Lang

n/a

AKHBAR ELYOM ACADEMY
2002 - 2007
High School - Thanaweya Amma

High School Details

Thanaweya Amma

kawmeya language school

Egypt

2002

B / Very Good / 75 - 85%

High school from montreal canada

kawmeya language school
2002

Training and Courses

Training/Course Details

C Programming Language

Apr 2007

n/a

N/A

This profile is fresh!
Last update 19 days ago.

Jobseeker photo

Profile Skills and Keywords

Business-orientedC Programming LanguageComputer And Network SecurityConsumer ElectronicsCustomer CareCustomer ServiceCustomer-orientedElectronics And CommunicationEnglishInnovativeLeaderMicrocontrollersMicrosoft ExcelMicrosoft OfficeQuality AssuranceQuality CoachQuality ControlSenior Technical AdvisorSupportTeam PlayerTelecommunicationsVodafone

Self-assesed Skills

Languages

English

English

: Fluent

: Advanced

: Advanced

: Fluent

Tools and Technologies

Customer Care

Customer Care

: Expert

: Extreme - I love it!

:

5-7 years

Quality Assurance

Quality Assurance

: Expert

: Extreme - I love it!

:

3-5 years

Microsoft Office

Microsoft Office

: Advanced

: High

:

3-5 years

Microsoft Excel

Microsoft Excel

: Advanced

: High

:

3-5 years

Microcontrollers

Microcontrollers

: Intermediate

: High

:

Less than 1 year

Key Skills

Leader, Business-oriented, Customer-oriented, Innovative, Team Player

Online Presence

truebryn@hotmail.com

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