Heba E. Youssef Email & Phone Number

Cairo, Egypt

Cairo, Egypt

Egypt

Role responsible for the contract signing and fulfilling all the embassy requirements of services (greeters, IVR recorded messages, trainings, systems, surveys). Also, Coordinating any visits or meetings for Visa appointment Services and Visa application Center management team with the embassy for business updates and regular feedbacks. Responsible for the Invoices and payments between Embassies and Finance department of Vodafone International Services. Working with multiple teams like the Commercial and marketing teams especially in yearly events. Preparing and presenting to the existing and potential clients ( embassies ) the services provided by VIS Handling clients’ complaints/escalated cases and resolving issues in timely manner, providing appropriatesolution that ensures the maximum customer satisfaction in line with VIS regulations and rules. Using Seibel software and Vodafone SAP system for related finance issues, HR and payrolls Planning and arranging the trainings needed for the Vodafone Staff and the embassy’s staff.

Cairo, Egypt

* Sending (Daily, Weekly, Monthly, Quarterly) performance reports to clients (Embassies) mirroring our work progress and concerns* Regualar checking of the process to facilitate and share best practices among our clients* Finding quick solutions to real time applicants and booking matters* Business development roles in finding opportunities to increase revenue streams and maintain high quality performance* Sharing updates and information among operations leaders and advisors and test it with calibration to ensure consistency in delivering information to our customers* Sending regular reports to ensure visa operations to be working smoothly at the clients end* Managing clients and customers complaints

Cairo, Egypt

• Act as a front line interface with about 300 applicants on daily bases acquiring Non immigrant and immigrant visas.• Checking all the applications of the applicants before applying to FSN window.• Expediting applicants in the consular waiting area.• Helping People who are ill, people with infants or young children and elderly people.• Help in taking the biometric process of the applicants and translating interviews for the applicants and the officers.• Handle all applicants’ complaints face to face.• Communicate positively with all involved parties in order to facilitate customer’s reception of the expected distinguished service.• Filing all the applications of the refused and the issued visas and preparing them in boxes to be shipped.• Getting and distributing the incoming mail of the consular section every day from the mail room of the embassy.• Develop and introduce practical Client & Customer Satisfaction measures, integrated within tactics and strategy where possible.• Develop and implement working procedures and practices to ensure the effective and efficient operation.

Diploma Of Education, Educational Leadership And Administration, General

Bachelor Of Arts - Ba, English & Italian Languages Literature/Linguistics