Based on staff and organizational needs we coordinate and conduct group & individual training sessions to either our newly hired agents or deliver upskilling sessions to improve knowledge, soft skills & sales skills.- Create training plans for inductions and ensure a logical sequence of the discussed topics.- Routinely evaluate business training needs and adjust staff development programs.- Design, develop and implement new ideas to improve our training to our teams.- Analyzing knowledge updates and changes received from original source and cascade to the right teams.- Ensure that all logins and system accounts are setup for all agents and escalate issues when needed.- Manage training logistics including ID issuance, credential creations, schedules and transportation.

Evaluating organization needs through Identifying areas where a technical solution is needed to improve or enhance business performance and organizational efficiency.-Coordinating and conducting group & individual briefing sessions to our newly hired agents and also the existing ones to fill in the knowledge gaps and improve the soft and the selling skills.- Supporting new comers (15 to 20 agents) and advising them with how the call center works and how to be professional and committed to work.-Verifying references information, user guides, wikies and design new references to meet the requirements.- Delivering ‘Know How” Sessions- Reporting and monitoring KPIs and performance SLAs- Preventing negative impacts on the network- Sending the queue updates & status each and every hour.- Maintain the SLA and communicate with the RTM (Real Time Management) team in case of crisis.- Performed TBS with agents to ensure they’re able to access their work laptops with no issues and if they have issues, we communicate with the SMC team to get their issues escalated and sorted out.

Acting as a first line agent for CIOT for Vodafone Irish customers.- Dealing with customers to get them the ability to use our services starting from the activation of the subscription using the application to advising with all of our available services as:V-SIM, V-Auto, V-SOS Band, V-SOS Band App, V-Camera, V-Multi Tracker, V-Kids Watch, V-Bag Tracker (Alcatel) and Neo Watch- Escalating customers’ issues to our 2nd line and following up till issues get sorted.

Coordinating with all the necessary Irish internal departments or Stake holders to achieve fault resolution within SLA so mainly acting as an escalation point where the first line agents escalate issues to us and as a team we validate the emails, find the rout cause of the issue and either get the issue sorted from our end or escalate all incidents/inquiries in a timely and effective manner to our appropriated experts and management when necessary using Remedy app.Key Accountabilities:• Diagnose fault-related cases both proactive and reactive by effectively utilizing software diagnostics and other network/products utility program wherever possible• Provide continual updates to the Customer to make sure that the needed follow ups are done based on the given SLAs and to get the issue sorted to keep the customer fully satisfied.• Investigate known errors by identified workarounds to reduce the impact of common incidents and the potential causes.• Prioritize incidents to make sure the ones with highest impact are resolved first• Document all troubleshooting and case management actions via the ticketing systems.

Representing Vodafone Ireland by interacting with customers over the phone and getting their queries answered and sorted in an effective manner and efficient way to facilitate and meet the Vodafone global customer service standards.Key Accountabilities:1. Customer Engagement and Interaction with being able to deal with all cases with different situations.2. Understanding the customer's needs and issues to get them resolved.3- Handling customer's objections.4- Ensuring service level agreements are met and maintained.5- Maintaining monthly and annually achievement for agreed KPIs.6- Dealing with other relative departments to insure resolving customer queries.7- Working as a part of a team.8- Dealing with everything related to the mobile services including:• Solving customers issues while using our Vodafone app and online account.• Guiding customers through emails’ setup.• Network Coverage, Calls, Texts and Mobile internet cases.• Features and functions of mobile phones.• Dongles and Mi-Fi devices.• Network Sure Signal boosters.• Wi-Fi Calling.• Maintaining monthly and annually achievement for agreed KPIs.• Offering other packages which suit customers need also upgrading with handset.• Fixing billing issues due to incorrect bundles or charges.• Escalate problems, report suspected fraud cases, provide relevant feedback to the right channels and following up on the cases to know the rout cause of the issue and it’s final resolution.