Shady Elramaly Email & Phone Number

Egypt

Cairo Governorate, Egypt

- Contribute to the development and implementation of the company Process.- Conduct the required analysis and measurements.- Lead Process development of specific delegated policies, procedures & guidelines.- Set monthly meetings & contact with system developer to update system requirements.- Monitor trends and highlight risk factors etc.

Cairo Governorate, Egypt

Keys of responsibilities.- Take a leading role in promoting the reporting of and learning from complaints including: • Providing feedback/reports to the relevant Divisions. • Undertaking complex audits as appropriate using research methodology to benchmark complaint handling and monitor performance. • Participation in ongoing programmers of training and development to the complaint handling processes. • Evaluation of complaints activity in terms of quality, making appropriate recommendations.- Contribute to the development and implementation of the company Governance Strategy in relation to complaints. - Lead the development of specific delegated policies, procedures or guidelines relating to complaints- Monitor trends and highlight risk factors etc. to include production of an annual report on complaints, monitoring trends, response times, outcomes and action arising from complaints.

Zahraa Elmaadi

- Providing help and advice to customers using Vodafone’s products and services.- Acting as a front line interface with Premium / Platinum customers.- Maintaining customer loyalty and exceeding our customer expectation.- Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants.- Keeping accurate records of discussions or correspondence with customers.- Developing feedback, services, policies & complaints procedures for customers to use.- First line support for our roamer customers.

Zahraa El Maadi

Responsible for reviewing & activating new corporate accounts who join Vodafone- Validating company legal documents.- Acting as second line sales support for indoor & outdoor sales.- Creating company profiles on system & activating new lines.- Verifying with the customer confirming the number of lines and rate plan.- Supporting our sales inquiries and requirements to achieve both individual & company targets.- Handling customer requests within time line.

Egypt

- Coach, lead and motivate a team of more than 12 agents.- Coordinate business activities in line with our department targets and performance levels.- Enhance all potential improvements that would support our departmental processes and business workflows.- Raise the quality level of handling sales requests.- Develop on the highest capabilities of my team members to utilize the best practices. - Provide on the job training to team to handle new goals.- Acting as technical support.- Observe & coaching unwanted behaviors.- Supporting our sales inquiries and requirements to achieve both individual & company targets.- Providing reports to our sales & corporate management.

Zahraa El Maadi

- Prepare & customize full corporate training plan (Technical & Soft skills)- Preparing training plan from scratch.- Prepare training material (Handout, Presentation, Exams, etc..) from A to Z.- Cascading the training to new agents.- Evaluating the trainees within their training period.- Leading them within the nesting period.- Coordinate training's sessions for guest speakers internal & external.

Zahraa El Maadi

Responsible for handling Vodafone Corporate SME customers’ inquiries and complaints

Zahraa El Maadi

- Determine the trainings needed based on company business.- Analysis the training needed by evaluating TNA.- Aligning with management level and workforce to cascade the needed training.- Cascading the training to new agents.- Evaluating the trainees within their training & nesting period.- Train the old agents for new products, services and systems.- Coordinate training's sessions for guest speakers internal & external.

Cairo University

I was responsible for recruiting the full HR team to be able to go on in our next function which is:- Recruiting and selecting all ABC members.- Basic training (soft skills, technical training..)- Evaluating all ABC members through 360 degree evaluation system.- Provide the needed trainings based on the result of the 360 and the TNA.- Talent seeking and development.- Preparing callibers for next year.- Preparing development plan for the whole year events, sessions, ..etc- Recruit and select the next year president.

Cairo University

- Recruiting and selecting all ABC members.- Basic training (soft skills, technical training)- Evaluating all ABC members through 360 degree evaluation system.- Provide the needed trainings based on the result of the 360 and the TNA.- Talent seeking and development.- Preparing calibers for next year.- Preparing development plan for the whole year events, sessions, ..etc- Recruit and select the next year president.

Bachelor'S Degree, Accounting And Finance, Good

Activities and Societies: SEIF Cairo university, ABC "Advanced Business Community", MOIC, Our Vision

Thanaweya Amma, 91%, 91

Activities and Societies: school delegate of art in 2006 - 2007I have rewarded as the best student in 2005, and i was the school delegate.