Mina E. Stephanous Email & Phone Number

• Maintain hardware and software in a working condition to facilitate call centre operations.• User/System access management.• Major incident management.• Support the operation in day to day requests & ad-hoc once asked.• Handle Global Incidents raised by CC Operations of the fixed voice, fixed data, and the mobile services, Validates it & Forwards it to the concerned IT/Service Management Service Owner, follow up with them & making a clear handover to Operations Management… Show more • Maintain hardware and software in a working condition to facilitate call centre operations.• User/System access management.• Major incident management.• Support the operation in day to day requests & ad-hoc once asked.• Handle Global Incidents raised by CC Operations of the fixed voice, fixed data, and the mobile services, Validates it & Forwards it to the concerned IT/Service Management Service Owner, follow up with them & making a clear handover to Operations Management after its resolution.• Handle any escalation from the customer care regarding any unplanned activity in any system, network, IVR & report them immediately to the technology & escalate the case according to the severity matrix .• Manages the planned outages' approvals with customer care department and Ensures execution from the technology department in the approved downtime window.• Manages users creation and disconnections for all applications and tools to multiple call centers. Show less

• Supports colleagues within their respective family in a live desk environment to resolve the customer query without the need to transfer. • Owns the escalated query from front line colleagues when a customer has insisted on speaking to a manager, from within the respective family through to resolution.• Continuously seeks out and identifies trends for improvement opportunities and takes responsibility for using feedback mechanisms for change and/or colleague feedback.•… Show more • Supports colleagues within their respective family in a live desk environment to resolve the customer query without the need to transfer. • Owns the escalated query from front line colleagues when a customer has insisted on speaking to a manager, from within the respective family through to resolution.• Continuously seeks out and identifies trends for improvement opportunities and takes responsibility for using feedback mechanisms for change and/or colleague feedback.• Ensures all calls are logged into reports correctly and signposted to Customer Relations at the end of each shift.• Ensures that the correct complaint procedure is followed i.e. when there is an open complaint and the customer is not happy with resolution offered; the case is signposted in a timely manner and direct to customer relations. Show less

1- Manage customer escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled. Ensure critical client SLAs are met2- Ensure customer escalations are resolved within agreed upon timelines, process change ideas are implemented, and Influence others towards action and change.3- Reduce escalation volume4- Lead improvements by monitoring and developing… Show more 1- Manage customer escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled. Ensure critical client SLAs are met2- Ensure customer escalations are resolved within agreed upon timelines, process change ideas are implemented, and Influence others towards action and change.3- Reduce escalation volume4- Lead improvements by monitoring and developing dashboards to proactively monitor trends and customer escalations and use data to recommend technical and/or business process changes to meet expectations and/or optimize productivity5- Facilitate and report on daily and/or weekly stand-ups to ensure appropriate visibility of key customer issues including escalation status reporting, statistics, trending analysis, issue status activities, and resources6- Ability to translate technical concepts to peers, management, leadership and customers.7- Support leadership in strategic, business, and operational planning Show less

1. Define procedures or standards, since I have the knowledge of what the right or best way to execute a task would be.2. Define performance objectives and determine acceptable performance levels.3. Provide recommendations for procedural improvements.4. Understand the language/terms/jargon in my area of expertise5. Understand requisite knowledge that underlies effective decision-making and is able to describe where anomalies or flaws may occur in the decision-making for… Show more 1. Define procedures or standards, since I have the knowledge of what the right or best way to execute a task would be.2. Define performance objectives and determine acceptable performance levels.3. Provide recommendations for procedural improvements.4. Understand the language/terms/jargon in my area of expertise5. Understand requisite knowledge that underlies effective decision-making and is able to describe where anomalies or flaws may occur in the decision-making for my area of expertise.6. Act as the “go to” person within a department or function for questions and problems within my area my expertise.7. Explain my area of expertise clearly to others.8. Not only answer how things are done, but why. Show less

▪ Own the customer relationship, handling and resolving calls and emails within all service level agreements.▪ Providing a focal point to the customer for escalations and more complex queries.▪ Liaising with other departments within Vodafone to resolve account queries.

Bachelor Of Education, Chemistry

High School