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.

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

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.

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.