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Senior supervisor at Vodafone Egypt

Location:
Cairo Governorate, Egypt
Posted:
February 06, 2018

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EDUCATION

-BA of Arts – Sociology. Ain Shams University

-G.S.E certificate. Lycee la liberte school

-Preparatory Education certificate. Lycee la liberte school

WORK HISTORY

-Business Improvement Senior Supervisor (Sales Operations) Vodafone Egypt – Jan 15 till present.

oProject Management:

Create and execute project work plans and revise as appropriate to meet changing needs and requirements.

Identify resources needed and assign individual responsibilities.

Manage day-to-day operational aspects of a project and scope.

Review deliverables prepared by team before passing to client.

Effectively apply company’s methodology and enforce project standards.

Prepare for engagement reviews and quality assurance procedures.

Minimizes department’s exposure and risk on project.

Ensure project documents are complete, current, and stored appropriately.

Facilitate team and customer’s meetings effectively.

Hold regular status meetings with project team.

Keep project team well informed of changes within the organization and general corporate news.

Effectively communicate relevant project’s information to superiors.

Deliver engaging, informative, well-organized presentations.

Resolve and/or escalate issues in a timely fashion.

Understand how to communicate difficult/sensitive information tactfully.

Challenge others to develop as leaders while serving as a role model and mentor.

Suggest areas for improvement in internal processes along with possible solutions.

Comply with and helps to enforce standard policies and procedures.

oProcess Management

Design business process to increase effectiveness and efficiency.

Clarify process responsibility, define process clearly, and establish process measures so it can be managed effectively and improved on continuous bases.

Map current processes and sub-processes down to activity level.

Identify gaps, root causes and non-value adding activities.

Suggest solutions, implement them, and present results.

oBusiness Improvement Team’s Management

Manage team’s development by ensuring, when possible, that project tasks are in line with each Innovator's career interests.

Inspire team members to attain goals and pursue excellence.

Identify opportunities for improvement and makes constructive suggestions for change .

Manage the process of innovative change effectively.

Consistently acknowledge and appreciate each team member's contributions.

Effectively utilize each team member to his/her fullest potential.

Motivate team to work together in the most efficient manner.

Keep track of lessons learned and share those lessons with team members.

Mitigate team conflict and communication problems.

Plan and facilitates regular team activities inside/outside of the office.

Lead internal teams/task forces.

Approve team members' time and expense reports in a conscientious and timely manner.

Review the status reports of team members and address issues as appropriate.

-Bids & Projects Proposal Team leader (Marketing) – Vodafone Egypt - May10 till Dec 14.

Support the Proposal/Bid Manager in designing the structure of the content of the proposal.

Responsible for all local and international bids with Vodafone group.

Responsible to accomplish all the needed info to submit the tender from all departments among VGE & VFE. (Globally).

Identify pre-written content that may be available to start to develop the proposal.

Take information provided by the individual contributors in the proposal team (e.g. sales, knowledge experts) and re-write it into a consistent and excellent proposal style.

Ensuring consistency between the content contributed by different individuals (i.e.. that the proposal has 'one voice' throughout).

Ensure that the key themes identified in the proposal strategy & storyboarding sessions are sufficiently explained.

Feed back to the Knowledge Base Manager at the end of the proposal, to identify new content that may be re-usable.

Audit on all new & existing base performance in terms of maintain connections and revenue commitment.

- Senior Representative SME Collection – Vodafone Egypt - Aug 08 till May10

Ensure to prepare the Monthly BD Sheet for the segment assigned within a suitable period of time to ensure delivering the feedback from the account management within the timeline determined per each calendar planner.

Monitor the adherence for all the hotline actions.

Ensure preparing the authority limits per management level to the minimum accounts requiring hotline action extension.

From day 22 on monthly basis, close follow up with the account management to remind the angels with their broken PTPs and ensure corrective action to be taken.

Provide the segment assigned with the Bad debt % per team & Plan for unusual problem in potential risk per segment in a certain month or Seasonality.

-Corporate Collection Representative – Vodafone-Egypt – Feb 08 till

Jul 08.

Ensure delivering a world class customer experience for corporate spocs over phone.

Maintain area bad debt 's target through contacting Active & Hot line customers.

Ensuring that all collection actions were taken effectively to all assigned accounts .

Handle escalated cases that request follow up with Marketing or sales to solve customer 's issue.

Prepare bad debt sheets and distribute it among team members.

Collect teams requests for exception from Hot line actions and follow up it with management according to authority limit matrix .

-Visa Appointment Centre Representative – Vodafone Egypt – August 07 till Feb 08.

Ensure delivering a world class customer experience for embassies customers over phone.

Act as a point of contact with embassies in related case.

Answering customers’ question, inquiries, and serve them with their requests.

Report customers’ escalated problems to the direct manager and concerned departments.

Working with the departmental projects, cross-functional projects, and off board tasks.

Deliver regular feedback to management regarding challenges facing the customer experience.

COURSES ATTENDED

-Customer Service

-Microsoft windows

-Microsoft office

-Internet

CAREER SKILLS/KNOWLEDGE

-Customer Service skills

-Process Management skills

-Excellent Communication skills

-Microsoft office PC applications

LANGUAGES

-Arabic: Mother tongue.

-French: Fluent

-English: Excellent

OTHERS

-Hard worker

-Proactive

-Positive personality

-Creative

-Ability to manage changes

PERSONAL

-Name: Inas Elsayed Anis Sabra

-Telephone: 010*-*******

-Birth date: 1 January 1978

-Marital status: Single

-Address: Maadi



Contact this candidate