Basic Info

Zeinab Galal

6 years

Giza, Egypt

Master's Degree

Experienced

Work Experience

Internet customer care at Vodafone Egypt

Experience Details

Internet customer care

Customer Service/Support

Experienced (Non-Manager)

Supporting all what related to ADSL service , & the 3G service & all the technical support for the Devices that allow the customer to access the internet


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

More then 1000 employees

Telecommunications, Internet/E-commerce

www.vodafone.com.eg

Aug 2014 to present (2 years 4 months)
Private Tutor (volunteer) at Private

Experience Details

Private Tutor (volunteer)

Education/Teaching, Training/Instructor

Experienced (Non-Manager)

any student want a help in certain subject , either from university of elementary
I take the subject martial from them , then i study it , then help them in studying it.


Company Details

Private

Egypt

N/A

Education

N/A

Jan 2002 to present (14 years 11 months)
Technical support at Vodafone Egypt

Experience Details

Technical support

Customer Service/Support

Experienced (Non-Manager)

ICC ( Internet Customer Care )


Company Details

Vodafone Egypt

Egypt

More then 1000 employees

Telecommunications

N/A

Oct 2014 to present (2 years 2 months)
Senior Blended customer care agent at Vodafone Egypt

Experience Details

Senior Blended customer care agent

Customer Service/Support

Experienced (Non-Manager)

Overall responsibility encompasses & the Supported functions:
• Deliver & improve productivity volume of business, achieving agreed SL targets.
• Provide support and handle successfully different customer operation functions, to achieve a world class customer experience and high Net Promoter Score(NPS).
1. Internet Call Centre Queue 2828 (ICC) –I-care & ADSL Queues(USB, Smart Phones)
2. SME (Small & Medium Enterprise Queue for Authorized Person).
3. MNCEU (Multi-National Companies Queue for End Users).
4. Premium Consumer Segment.
5. High Consumer Segment.
6. Handling corporate complaint.
7. Handling ADSL complaint.
8. Handling consumer complaint.
9. Consumer Collection Queue.
10. Consumer Activation.
11. Corporate activation for (SME & L552).
12. Dealers (5050 Queue)
13. E-Shop Back office.
• Responsible to achieve the service level on all queues/skills.
• Ensure providing an end to end ownership & world class customer experience, Net Promoter Score(NPS).
• Clear communication for the company/area objective targets, ensuring a proper alignment & full understanding of the
team members’ end to end role.


Company Details

Vodafone Egypt

Giza, Egypt

More than 1000 employees

Telecommunications

www.vodafone.com.eg

May 2016 to present (7 months)
International account advuser at Vodafone VIS

Experience Details

International account advuser

Customer Service/Support

Experienced (Non-Manager)

N/A


Company Details

Vodafone VIS (multinational)

Giza, Egypt

More then 1000 employees

Telecommunications

N/A

Oct 2009 to Oct 2013 (4 years)
Office manager at Track for Human development

Experience Details

Office manager

Operations/Management, Administration

Experienced (Non-Manager)

2009 As the office manager & the assistant of the
CEO & the commercial director of Track for
Human Development & Business Training


Company Details

Track for Human development

Cairo, Egypt

11-50 employees

Human Resources

N/A

Nov 2008 to Jul 2009 (8 months)
Assistant GM & officer manager at Track for events & human development

Experience Details

Assistant GM & officer manager

Administration

Experienced (Non-Manager)

N/A


Company Details

Track for events & human development

Cairo, Egypt

11-50 employees

Human Resources

N/A

Nov 2008 to Jan 2009 (2 months)
Professor assistant at Helwan Uni Professor (student activity)

Experience Details

Professor assistant

Education/Teaching, Training/Instructor

Student

2008 As an assistant for Preparation of
Postgraduate studies for a professor in the AUC University in Cairo
Egypt
(Management Master)


Company Details

Helwan Uni Professor (student activity)

Giza, Egypt

N/A

Nov 2007 to May 2008 (6 months)
Trainee at Bank Misr

Experience Details

Trainee

Banking

Student

Training Every summer for two month's


Company Details

Bank Misr

Cairo, Egypt

More then 1000 employees

Banking

N/A

Jul 2005 to Jan 2007 (1 year 6 months)

Achievements


2012 Business activation for Business customer in Vodafone Qatar.
Follow up business accounts enquiries by phone & mail.
Handling complains & following it up.


2009 As customer service for VIS Vodafone
Egypt over phone & by mail (Qatar account) (Excellent Experience with Gulf culture & other international nationalities)
Acting as supervisor over the night shift
Handling complains & following it up

2009 As the office manager & the assistant of the
CEO & the commercial director of Track for
Human Development & Business Training



Education: Date 2011 MBA at Arab Academy for Science, Technology & Maritime Transport Date 2009 International Negations Diploma (Cairo University, Faculty of economy & political Sciences Date 2008 Helwan University, faculty of commerce and BA, Department of political science Date: 2003 Got my Secondary Certificate 84 % (Sciences Department of Mathematics) From El orman – school

Education

management in mamagement

Education Details

management

mamagement

Arab Academy for Science, Technology and Maritime Transport, Egypt

B / Very Good / 75 - 85%

m

m

Arab Academy for Science, Technology and Maritime Transport
2011 - 2013
MBA in Business Administration and Management

Education Details

MBA

Business Administration and Management, General

Arab Academy for Science, Technology and Maritime Transport, Egypt

B / Very Good / 75 - 85%

N/A

N/A

Arab Academy for Science, Technology and Maritime Transport
2010 - 2013
College Diploma in International negotiation

Education Details

College Diploma

International negotiation

Cairo University, Egypt

C / Good / 65 - 75%

N/A

N/A

Cairo University
2010 - 2011
Commerce & BA in International Relations and Affairs

Education Details

Commerce & BA

International Relations and Affairs

Helwan University Cairo, Egypt

C / Good / 65 - 75%

N/A

N/A

Helwan University Cairo
2004 - 2008
Commerce & BA in International relation

Education Details

Commerce & BA

International relation , Commerce

Helwan University, Egypt

B / Very Good / 75 - 85%

First two year subjects was all about commerce & BA last two year was all about international relations in commerce & political

N/A

Helwan University
2004 - 2008
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Orman

Egypt

2003

B / Very Good / 75 - 85%

rrr

Orman
2003

Certifications

KSED diploma
Jun 2006

Certificate details

KSED diploma

Jun 2006

N/A

N/A

N/A

KIT

N/A

Certificate details

Date 2015 Budgeting /Finance Essentials/Marketing Essentials(Harvard Manage mentor)

Jan 2015

N/A

N/A

N/A

Harvard Manage mentor

Date 2015 Budgeting /Finance Essentials/Marketing Essentials
(Harvard Manage mentor)

Training and Courses

Training/Course Details

Summer training

Aug 2007

Bank misr

2012 Business activation for Business customer in Vodafone Qatar 2009 As an international account advisor for VIS Vodafone Egypt (Qatar account) (Current job) 2009 As the office manager & the assistant of the CEO & the commercial director of Track for Human Development & Business Training 2008 As an assistant for Preparation of Postgraduate studies at the AUC (Management Master) 2007 Bank Misr Branch international transactions As a trainee in the customer service 2006 Bank Misr branch Mustafa kamel As a trainee in the Letters of guarantee DP 2005 Bank Misr Branch international transactions As a trainee in the export and import DP

Training/Course Details

Course

Jul 2014

Harvard online

Customer focus & how to get the old customer you already have give you a granted steady profits , & the new one cost you money in order to keep them

This profile is fresh!
Last update 23 days ago.

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Profile Skills and Keywords

AdministrationArabicAssistant GM & Officer ManagerBankingBusiness Administration And ManagementBusiness PlanningBusiness-orientedCommerceCommunicatorCourseCustomer ServiceCustomer-orientedDate 2015 Budgeting /Finance Essentials/Marketing Essentials(Harvard Manage Mentor)E-commerceEducationEnglishGeneralGermanHard WorkerHelping PeopleHuman ResourcesInnovativeInternational Account AdvuserInternational NegotiationInternational RelationInternational Relations And AffairsInternetInternet Customer CareKSED DiplomaLearningMamagementManagementMicrosoft OfficeMinitabMy ParentOffice ManagerPrivate TutorProfessor AssistantReadingSeaSenior Blended Customer Care AgentShoppingSiebelSportsSummer TrainingSupportSurfing The InternetTeachingTechnical SupportTelecommunicationsTraineeVodafoneVodafone EgyptVodafone VISWalkingWatching Western Movies

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

German

German

: Advanced

: Beginner

: Intermediate

: Beginner

Tools and Technologies

Microsoft Office

Microsoft Office

: Expert

: Extreme - I love it!

:

More than 7 years

Siebel

Siebel

: Expert

: Extreme - I love it!

:

3-5 years

Minitab

Minitab

: Expert

: Extreme - I love it!

:

Less than 1 year

Business Planning

Business Planning

: Advanced

: Extreme - I love it!

:

Less than 1 year

Fields of Expertise

Customer service

Customer service

: Expert

: Little

:

3-5 years

Banking

Banking

: Expert

: Extreme - I love it!

:

1-3 years

teaching

teaching

: Advanced

: Extreme - I love it!

:

More than 7 years

Key Skills

Business-oriented, Communicator, Hard worker, Customer-oriented, Innovative

Online Presence

https://www.linkedin.com/profile/view?id=365840591&trk=nav_responsive_tab_profile

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