SENIOR REPRESENTATIVE NIGHT SHIFT,VODAFONE EGYPT May 2012– September 2014

Work force

•Guarantee effectiveness of skills assignment that achieves the SL targets per interval.

•Implementing the Queues priorities according to the management agreement per interval.

•Ensure monitoring the business rules of the queues and report any variation.

•Observe routing problems or any increase of calls to the management on time, calls behavior due to technical problems and send it to the concerned parties.

•Use the reasons on time to keep the management updated by the SL situation.

•Ensure the call flash while monitoring to know the abnormal calls’ behavior.

•Compare the actual AHT with the threshold to the management on time

High usage

•Manage Consumer and Enterprise high usage accounts and ensure they are being investigated and proper preventive actions are taken according to the high usage strategy patterns with no backlog on a daily basis.

•Prevent, Control and ensure that at all times that defenses against Fraudulent High Usage are in place (including correct staffing, alarming when key control systems are not in place, effective and prompt investigation is conducted... Etc.).

•Continuously evaluate and analyze high usage application functionalities and performance, compare it to the changing environment needs and come up with the needed requirements for development.

•Work closely with project management, Billing, DWH, Technology and International & Roaming team to plan for and deploy new vital and critical processes and systems.

•Work closely with Fraud, Risk Governance and Technology to analyze, define and implement the requirements of the new Fraud Management System.

•Ensure service level agreements are met and maintained.

•Update reporting tools by total transactions been done

Platinum Q

•To ensure resolving 100% of the received Platinum customer cases, answering customer inquiry and/or fulfilling his/her request at the first contact

•Applying all professional ways and providing different alternatives to satisfy customer, and own the fix in case of cross functional issues with

•To Ensure providing a responsive and friendly Customer Experience.

•To Ensure applying accurate and relevant transactions on systems

•To Ensure implementing VBP proactive and reactive packages appropriately as an effective tool to protect our top High value customers