Islam Elshazly Email & Phone Number

• Act as the Last mile for the customer through providing End to End case handling• Handle Unsolved cases by any digital channel• Follow up with all customers related issues and provide timely feedback to Vodafone Egypt Customers• Ensure successful closure of all customers’ issues applying “Owning the case” mindset• Seamlessly communicate with other departments -when needed- to resolve customer problems and requests in a professional manner• Support digital customer experience with clarity and Speed of interactions.• Support VF customers quickly, efficiently. simply and consistently by exceeding CX and efficiency KPIs• Own and manage the customer complaint within the SLA to retain them in an efficient and timely manner.• Understand Customers’ needs and promote convenient related services and Business Solutions when needed in follow up calls.• Ability to handle roamer customers smoothly to manage customer experience and avoiding revenue loss due to wrong info or troubleshooting.• Troubleshoot customer’s problems, investigate, and resolve complaints ensuring customers’ satisfaction.• Support our business stakeholders for enhancing customer experience and ensure loss preventions.

Cairo, Egypt

• Determine and define project scope and objectives• Predict resources needed to reach objectives and manage resources in an effective and efficient manner• Prepare budget based on scope of work and resource requirements• Track project costs in order to meet budget• Develop and manage a detailed project schedule and work plan• Provide project updates on a consistent basis to various stakeholders about strategy, adjustments, and progress• Manage contracts with vendors and suppliers by assigning tasks and communicating expected deliverables• Utilize industry best practices, techniques, and standards throughout entire project execution• Monitor progress and make adjustments as needed• Measure project performance to identify areas for improvement

Cairo, Egypt

Ensure that VF strategy of being a differentiator in customer experience is applied through executing multiple practices including the following:• Design weekly & Monthly Quality report with gaps, findings, and recommendations to ensure better customer experience.• Accurate and timely reporting of all technical problems to concerned parties, following up and testing till the problem is solved.• Conducting Mystery shopping to outsourcing call center to spot gaps and apply effective solutions, deliver feedback and calibrating periodically with vendor’s quality team to enhance quality performance• Evaluate/Modify training materials periodically to make sure training is conducted in its best shape to ensure that we have best calibers.• Ensure achieving Service Level on Monthly basis.• Managing hiring & attrition to maintain appropriate headcount to cover Vodafone needs.

Egypt, Cairo

• Facilitate direct sales by instructing team members to inform existing customers about new arrivals in the company and encouraging them to make sales.• Ensure proper documentation in the information system in due time and check through them for accuracy.• Create good relationship with team members and motivate them to put in their best to work in order to achieve maximum results.• Evaluate sales records periodically to make balances and ensure that sales figures tally with number of goods sold.• Coach team members on the best ways to carry out their duties by transferring expert knowledge to them to boost their skills

Egypt, Cairo

• Properly handle & solve customers’ technical complaints related to 3G, Data & handsets settings, whether via phone or written via e-mail or letters. • Coordinate with other concerned departments to ensure timely customers’ technical Complaints resolution.• Communicate actively with other departments such as Marketing, technology & National Sales.• Contribute to the development, definition and implementation of quality & standards.• Communicate & report to the team members on all operational issues.• Answer inquiries & work closely with Technology development.