Workforce Analyst and customer care leader

Curriculum vitae

Personal data:

Name: Karim mohamed el-ameen mohamed zedan

Place& date of birth: Saudi Arabia _31/3/1986

Nationality: Egyptian

Marital Status: Married

Military status: Exempted

Address: 163 Tah Hdayek El Ahram Giza Egypt

Address: 17 Bank Fisal building Alex Egypt

Address: 4 ElAmeen Street Tanta Egypt

Email: **********@*******.***

Telephone: Mobile: 010********

Profile:

A well –presented personality with great communication skills, unique in negotiation skills with great ability to work under pressure, can offer the best service under hard conditions. able to solve customers problems to establish an inter personal relationships with the customers as well as the working team-capable of analyzing people’s minds .Have the ability of self control due to my experience of dealing with different nationalities

Education:

Graduated from: faculty of commerce in June 2006.

Major: Accounting

Languages:

Arabic: Mother tongue.

English: Fluent (speaking _ writing _ communication)

Working Experience:

1-Vodafone Egypt Company (Cairo Egypt)

Workforce Analyst VODAFONE EGYPT

Feb 2021– Till Present

Provide ongoing Call Center operational analysis, advance planning and scheduling while identifying and implementing changes as necessary to improve the level of quality and efficiency as measured by key business indicators (cost per call, cost per member, service level, occupancy, etc.) · Identifying and partnering with the customer service lead team to implement innovative labor

Develop labor schedules to meet contact volumes and service levels

Identify what resources are required to implement parts of projects and effectively use project plans to focus work and ensure deadlines are met.

Project staffing requirements to meet service levels by forecasting both short- and long-term call volume expectations and required staffing

Analyze call center performance history to determine shrinkage, adherence and occupancy goals as well as optimum off production activities

Work with and senior management to accurately forecast call volumes, analyze historical call volume; project budgetary expenses, determine future costing and assist with training scheduling and new hire numbers

Manages changes to scheduling to ensure adequate daily resource coverage.

Create sheets for vendors Capacity, lock depend on forecasted calls for required queues

Generate vendors bills depend on their capacities daily and according to their deals

CC SENIOR REPRESENTATIVE ACCOUNT ANGEL, VODAFONE EGYPT

December 2014– Feb 2021

Provide an advanced account management for SME strategic Accounts SPOCs, ensuring continuity and fruitful relationship with their companies.

Offer superior quality of Service to Vodafone Egypt Enterprise customers, through handling inbound and outbound contacts in order to exceed their expectations and to assure their satisfaction

Providing Enterprise customers with a great experience through a proactive, customized, personalized relationship mainly via phone contact or by conducting visits. To manage their assigned/ dedicated accounts, addressing their issues proactively, maintaining/ increasing revenue, and minimizing churn

Achieve all required targets as accounts’ billings, collections and Bad Debits.

Reducing churn & Applying as the first line of retention.

Ensure successful and healthy interactions between SPOCs and the sales team.

Working on detractor’s reasons & enhance Customer experience

Vendor Management Specialist, VODAFONE EGYPT

May 2014– December 2014

Lead & develop Vendors Performance and SL

Ensure a cost-efficient quality of service

Deliver & improve productivity volume of business, achieving agreed SL targets.

Monitoring and maintaining vendors capacities and cost per call daily and monthly

Ensure providing an end-to-end ownership & world class customer experience

Teams’ performance monitoring, while best utilizing performance management tools & contentious feedback (Targets feedback, etc.)

Clear communication for the company/area objective targets, ensuring a proper alignment & full understanding of the team members’ end to end role.

SENIOR REPRESENTATIVE NIGHT SHIFT, VODAFONE EGYPT

May 2012–May 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

SENIOR REPRESENTATIVE PREMIUM, VODAFONE EGYPT

Dec 2010 – May 2012

Handling premium and platinum customer inquiries on spot through phone calls which I receive on 888 queue

Handling premium and platinum customer complaints and I try to retain them with available tools to keep their satisfaction in a maximum

Handling floor global problems and escalate cases with our technology team to solve issues related to premium customers as soon as possible

Handling our premium customer escalation through social media which assigned to us VIA mails to contact our customers and handle their complaints

CUSTOMER CARE REPRESENTATIVE NIGHT, VODAFONE EGYPT

Nov 2009 – Dec 2010

Handling High Value customer inquiries on spot through phone calls which I receive on 888 queue

Handling High Value customer complaints and I try to retain them with available tools to keep their satisfaction in a maximum

Handling activation service request to activate new lines

Handling ADSL,USB, Blackberry as technical support on 2828 queue

Handling floor global problems and escalate cases with our technology team

CUSTOMER CARE REPRESENTATIVE COMED, VODAFONE EGYPT

May 2008 – Nov 2009

Handling customer's hard calls and processing all customers inquires within required time to exceed the customer expectations and to provide the best quality service in the field of communications

-Responsible for adjusts the lines which have problems in (rate plans-dates-balance dispute) using MINSAT and Siebel systems with full access.

-Responsible for improve customer service level of satisfaction.

Communicate effectively with customers, and resolve customers' concerns/complaints in positive manner and adhere to CCC rules

Communicate regularly with other departments and management teams regards to service issue.

Responsible for technical support for Queue when needed for new comers’ agents.

2-Ameco Tech. Company (Cairo Egypt)

July 2007 to January 2008:

● Worked as telesales agent to USA, UK, Canada & most of English-speaking countries

● Convincing customers to use our advertising service through the site www.superpages.com

● Try to up sale our advertisement by using concept of needs

3-Hi-Q Company (Cairo Egypt)

October2006 - June2007

Worked as an administrator

● Handling customers problems & organize students attends, evaluation, schedule solve their problems.

● I was organized with RAYA & Ministry of communications about time of testing and our schedules to achieve our target with in limited time

● Manage my stuff it was one of my responsibilities to make them do their best to get a good evaluation over all

● Assure our customers satisfaction

Training companies:

Barclays bank Trained for two months

● Sales for Loans and credit cards for costumers

● Opening new accounts

● How to collect data to create new chance to make deal with customers

Alico Company (for life insurance):

● Trained for two months as a Sales executive for life insurance policies and techniques

● Planning for new concepts to convince customers with life insurance

● How to collect data to create new chance to make deal with customers

Extra qualifications:

Extra Courses:

Below courses with certification of attend:

NBA course (Next best activities)

Leader ship anatomy course

I communicate course

Harvard online courses for (Leadership – customer loyalty – growth revenue – conflicts handling)

Computer skills:

Microsoft word

Microsoft power point

Microsoft Excel

Extra skills:

Communication skills

Ability to work in teams

Willing to assimilate & apply new working procedures

Great abilities in customer care

Can handle hard responsibilities.

Looking forward to join your Team work

Contact this candidate