walid Hosany ElGendy

International Accounts Senior SupervisorFull Time

• Job Details:A member of the launching team for the technical support operations for Vodafone AU, Specifically being a team manager for the first line technical support. Responsible for managing a Team of 15 to 20 advisors serving Vodafone AU customers. Ensure that team service objectives are achieved. Ensuring that all members of the team adhere to customer satisfaction standards and contracted service level agreements. Responsible for conducting Team meetings and training. Responsible for holding monthly one on one coaching for each team member and following up on the action plans. Assuring quality standards are being met by performing regular quality assurance monitoring. Handling Customer escalations and ensuring appropriate solutions are provided. Handling the Role of Floor Duty manager, responsible for handling the live operation of 300 advisors, and dealing with problems on spot. Managing the Inform focus group that is responsible for updating and validating information on the knowledge base. Managing any technical problems that may be experienced by its users and insure timely resolution. Holding weekly conference call with the AU Knowledge management team to discuss latest updates and findings. Member of the customer satisfaction crisis team, that was responsible for raising the operational customer satisfaction results to contractual levels. Initiator of the AU communication portal to smoothly pass any updates and business information to the advisors through one gate. Responsible for preparing the weekly reports for the Ops managers meetings discussing the KPI's, the main actions and watch outs.