Heba sharaf
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Education: 4
Experience: 5 years
Relocation: Yes - Internationally
| Industry Experience |
| 5 years |
|
Other |
Career Objective
assistant manager
Professional Experience
Current occupation:
Vodafone Egypt Telecommunications S.A.E (COPS Dept.)
o (Aug. 2007-Till date) in Vodafone Egypt as Call Center supervisor.
„Ï Job specification
ľ Lead ,supervise, motivate, improve and develop the performance of the call center representatives to achieve multiple and various goals
ľ Ensure effective and efficient day to day performance of call center
ľ Ensure the adherence of the team members to the customer operation department policies, procedures and standards
ľ Provide support to the team members to handle successfully difficult customers by providing guidance, empowerment, and alternatives and solutions.
Previous work experience:
Vodafone Egypt Telecommunications S.A.E (Enterprise Dept.)
o (July 2007-AUG 2007) in Vodafone (Vodafone Egypt) as Account Angel Senior representative.
„Ï Job specification
ľ Handling inquires from the Corporate Authorized customers.
Vodafone Egypt Telecommunications S.A.E (COPS Dept.)
o (OCT 2006-July 2007) in Vodafone (Vodafone Egypt) as Blended contact center senior representative.
„Ï Job specification
ľ Supporting many departments such as collection, Trade line support, account angel premium and call center.
Vodafone Egypt Telecommunications S.A.E (COPS Dept.)
o (SEP 2005-OCT 2006) in Vodafone (Vodafone Egypt) as customer operations representative.
„Ï Job specification
ľ Handling inquires from prepaid & postpaid customers segment dealing with billing systems and prepaid administration systems and Trouble - shooting with all the above to Exceed customers expectations
Eductation
Education :
B.Sc. of Commerce ¡V Ain-Shams University (English Section).
Major Accounting.
Grade Very Good.
Date May. 2005.
Certification
Attended courses :
Financial courses:
o Oil and Gas Accounting. provided by The Human Development unit Ain-Shams university.
o The Basics of Capital Market. Provided by Cairo and Alexandria stock exchange.
Soft skills courses :
o Leadership course.
o Communicatio course.
o Self Planning course.
Additional Information
Languages proficiency:
o Arabic: Mother Tongue.
o English: Fluent spoken and written
o Deutsche: Fair
Computer skills :
Excellent Knowledge of:
o All Windows versions.
o Microsoft Word.
o Microsoft Excel.
o Power Point.
o Internet exploring.
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