Amany Sayed Email & Phone Number

Cairo, Cairo Governorate, Eg

Egypt

-Troubleshooting and supporting services like Cisco router,IPALA and IP plus. Meet customer satisfaction and achieving best result in T-NPS.-Excellent communication skills with other teams ex: escalation, SLM.-Work in Agile environment.-Top T-NPS Scorer in 2021 and 2022-Top Performer for three years in a row-Joined NPS Squad, succeeded to improve and enhance the Teams’ result from negative to benchmark for more than year.-Joined PIA squad as start for large enterprise customer Segmentation to handle only large customers in germany.• Joined CX Squad to enhance the experience of the most important customer in Germany (A.T.U ) to increase his loyalty to Vodafone and achieved positive Feedback from the customer .• Joined Virtual Squad to Handle the Tickets of the most sensitive Large Enterprise Customer like (Deutsche Bank,Fielmann and Schwesterverband) .-Support as Incident controller to decrease the Backlog.-Support new team member to handle the tickets .-SPOC for service level managers of different customers like Lotto and ATU.-Attend all meetings with our partner in Germany-Delegate the supervisor from time to time.

• Analyzing the requirements from client.• Write and execute test cases.• Write bug report using the tool of the website.

• Join the new Project ( Winback) from day one.• Achieving best results in gaining new customers and new contracts.• Retain and increase customer loyalty to Vodafone with offering them more suitablecontracts.• Monitor and responsible for the assigned team consist of 8 person achieving KPI’S andscore card and helped the new comers gaining the required knowledge and using thetools.• Act as quality coach for 8 months:• Evaluate and measure performance of the team’s member with manager.• Presenting quality session and monitor team’s performance.• submitting weekly update for team’s members of their KPI’

• Handle customers inquires.• Ranked as Top performer for the first Quarter of 2017.• Support as floor walker