• Manages specific VIP accounts and delivers profitable, long-term business from those accounts.• Responsible for the collection process of my accounts.• Acts as a primary delegate in the team, stepping in to represent the team and make decisions in the absence of the supervisor.• Supports the supervisor in managing team operations, ensuring smooth workflow and addressing any arising issues.• Handles the Authorized of my accounts inquiries and complaints within specific time frame to maintain the customer experience.• Makes healthy calls every week to enhance the relationship with customer.• Works collaboratively to set up service relationship for nominated accounts.

• Managed accounts and delivered profitable, long-term business from those accounts.• Implemented effective customer service strategies.• Handled the Authorized inquiries and complaints within specific time frame to maintain the customer experience.• Made healthy calls every week to enhance the relationship with the Authorized.• Worked collaboratively to set up service relationship for nominated accounts.• Performed other job-related duties and tasks defined by the supervisor or resulting from assigned agendas.

• Handled customer requests, issues and questions in a professional manner and strived to deliver a first time resolution service.• Processed transactional activities in line with Vodafone standards, policies and processes.• Provided accurate and timely information by fully investigating all customer enquiries, using all available equipment and applications to ensure that incidents and problems are resolved efficiently and within SLAs. • Exchanged information effectively, to direct customer requests, issues, questions and complaints to the relevant teams for action (e.g. to activate services, solve claims and complaints and apply discounts).• Met defined KPIs including NPS and sales.• Used time proactively and efficiently to deliver on service targets.• Provided feedback and suggestions to develop and improve customer experience in respect of call trends / drivers.• Good understanding of Vodafone products, services, systems, policies and processes in order to effectively deal with a variety of questions and customer transactions.• Acted as an advocate of Vodafone, protecting the reputation by following Vodafone's Brand Tone of Voice.