HANAN_MUSTAFA_ CV

Seeking a challenging position which match with my education background and improve my language and communication skills

Vodafone-Egypt

Senior Representative Account Management
• Own and manage the client relationship: resolving calls efficiently and effectively.
• Ensure service level agreements are met and maintained.
• Work as part of a team to ensure offering world-class Customer Service at all times.
• Be proactive in regards to the improvement of processes and procedures.
• Communicate positively with all involved parties in order to facilitate customer's reception of the expected distinguished service.
• Create and promote an environment that fosters both individual and team advancement to ensure the outstanding delivery of customer service.
• Mentor and support new employees.
• Meeting service level in handling all transactions measured through productivity reports.
• Accuracy in handling all assigned tasks.

Business Sales Accounts Management (TAM)

• Responsible for a number of selected companies (High Value Accounts) to ensure customer satisfaction.
• Responding to various inquiries through direct contact.
• Managing client relation in terms of daily transactions, complaints & due dates.
• Maintaining accounts loyalty by maintaining strong relationships with them and encouraging them to invest in products.
• Following up and finalizing companies’ requests by coordinating with different divisions or departments.
• Achieving the monthly targets as set as per Key Performance Indicators.



Corporate SME complaints
Responsibilities:

• Responsible for a number of selected companies (High Value Accounts) to ensure customer satisfaction.
• Targeting new line activation
• Responding to various inquiries through direct contact.
• Managing client relation in terms of daily transactions, complaints & due dates.
• Maintaining accounts loyalty by maintaining strong relationships with them and encouraging them to invest in Vodafone products.
• Following up and finalizing companies’ requests by coordinating with different divisions or departments.
• Achieving the monthly targets as set as per Key Performance Indicators.

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Education: 2000-2004 Cairo university
• Faculty of commerce, business administration dep.
• Grade: good

• Professional marketing certificate AUC(in progress )
• September08 “Conversation course" English Language" in American University
From level 5 (upper intermediate