Hisham Sayed Email & Phone Number

Cairo, Egypt

Managing MIS team of 9 members in Vodafone shared services for different Markets (UK-IE- DE- Spain), maintaining their technical proficiency and productivity to help achieve Vodafone shared services strategy building profitable start-ups, grow business lines Initiated the development of Data Analysis & Reporting policies, and procedures, in compliance with all relevant procedural and legislative requirementsConsolidate and analyze data from the data warehouse (SQL Data bases) together with other financial data to prepare the monthly corporate dashboardsacquire Business analytics, reporting on commercial and operational Performance and take the lead in developing reporting operational KPIs/Dashboards and exception reporting for various areas of business departmentsReview and analyze weekly and monthly performance presentations to top management to support in the decision making process.Providing high level analysis of agent and queue performance in Vodafone International Accounts’ Customer care operations Analyzing data to discover best efficiency/improvement opportunities, ensure that all areas are made aware of specific benefits that could be achieved, delivering cost efficiency of 20% to Vodafone operating Responsible for automating reports foe the team and supporting other functions , automating 70% from the reporting with total 80 hrs per month Focus on the process of inspecting, cleansing, modelling and visualizing data with the objective of discovering and leveraging useful information that can be used to support evidence-based decision making

Gather and discuss functional areas reporting requirements and ensure delivery of accurate and timely reports , data Managementcreating high level analysis of agent and queue performance in Vodafone International Accounts’ call centers to deliver the monthly payouts based on the performance Building monthly accruals for VFE & other Opcos to identify increase/decrease in revenue & cost using customized excel scorecards with specific calculationsMonitor daily dashboards sent to sales/ customer care channels with the required analysis, insights and status update. Recommendations to ensure continuous Takes the responsibility of the periodic (weekly/biweekly/monthly) reports and presentations for the different stakeholders.

Managing the Top Corporate accounts customers requirements in Vodafone, Serve customers by supervising Call Center and Customer Care Team by providing service information and resolving service problemsAcquire and sustain customers by answering service questions and suggesting information about specific offers, products, and services. Minimizing Churn rates within the territory and increase accounts stickiness & loyaltyFollow up with customers to ensure they receive optimal value from purchasedHandle tough or complex customer issues by analyzing said problems to come up with solutions effective in addressing customer complaints.

Responding to incoming customer inquiries via phone and emailAddressing customer concerns and resolving issues in a timely and efficient mannerCollecting and recording customer feedback and insights, as well as maintaining accurate records of customer interactions and transactionsCollaborating with other team members and departments to ensure a seamless customer experienceBuilding strong relationships with customers and working to ensure their overall satisfaction with our servicesAdhering to established company policies and procedures, and contributing to the development of new policies as neededStaying up-to-date on industry knowledge and trends to provide valuable insights and recommendations to customers

Egypt

Assist the sales team in managing day-to-day sales operations, including order processing, sales tracking, and customer inquiries.Coordinate with the production and logistics departments to ensure timely delivery of orders.Monitor and track sales activities, prepare sales reports, and identify areas for improvement.