Adel AbdElMageed

• Initiate the implementation cycle for fixed connectivity solutions requests across all segments according to the agreed SL.
• Interacts on daily basis with all stake holders to ensure workflow accuracy.
• Review the customers’ requirements with Vodafone fixed network devices to avoid wrong transactions that leads to financial negative impact on Vodafone revenues.
• Validate the customers’ acceptance forms including customers’ confirmation, acceptance date and the technical data.
• Handover the customer’s connections to Fixed support technical support.
• To activate the billing for customers’ requests in timely manner to avoid wrong transactions that leads to financial negative impact on Vodafone revenues.
• Add and activate customers’ monitoring connections on the ticketing tool back-office portal.
• Act as a focal point externally (customers) and internally for service termination requests to avoid any negative impact on Vodafone revenues.

• provides customer with support for his Microwave , WIMax , Fiber, 3G connections.
• Receiving the complains and requests from the customers.
• Network overview (to define how the network is implemented and functioning).
• Investigate various issues that reported to NOC.
• Identify the problem if logically or physically o Perform implementation and maintenance on CISCO.
• Solving Logically problems and assign the concerned teams in the Issues that out of scope of NOC.
• Follow up with assigned team till the problem has been solved.
• Update the customer with requested information.

• Act as a first line of support to all VF Egypt internet users’ inquiries (technical / billing).
• Provides relevant and accurate information (Services, Products & Policies).
• Follow up with second line of support to make sure that all escalated problems will be solved in the appropriate time.
• Provide customer with appropriate options/right suggestion.
• Respond and solve all Vodafone Egypt internet customer inquiries regarding all internet Service and provide an end-to-end ownership to these inquiries till closure.
• Coordinate with customers to assist them with any questions or issues arising from their use of Vodafone’s internet Service and relative hardware.
• Take the ownership of escalated service requests through problem resolution for the benefit of Vodafone’s internet customers.
• Ensure elimination of wrong transactions that leads to financial negative impact.
• Own all customer inquiries regarding internet till closure and post resolution call to ensure customer satisfaction and close case.
• Handle escalated calls from either the call center or directly from the customers to an outcome of maximum customer satisfaction.
• Conduct outbound calls to customer problems received from call center / corporate agents to ensure solving the customer problem according to the Service Level Agreements.

• Provide Vodafone Egypt High customers with all required information related to the company products and services with delighting them with a superior customer service.
• Providing guidance in areas of professional matters as requested or needed.
• Applying FCR concept for all customer’s inquires.
• Prioritizing and achieving multiple tasks, establishing and meeting deadlines.
• Follow up all customers related issues and provide timely feedback to Vodafone Egypt High Customers.
• Adhere to Customer Operations Department policies and procedures.
• Provide customers with superior recommendations and actions, and be a driver for customer’s satisfaction and Loyalty.
• Perform standardized activities and tasks efficiently and effectively.
• Pro-actively reinforce Vodafone’s customer care proposition during all contacts.
• Handle and retain all the customers’ complaints within the SLA.
• Handle all USB and mobile internet basic trouble shooting related issues.
• Supporting corporate queue by handling SME authorized and end-users inquires.
• Supporting collection queue by handling collections inquires and bills explanation.
• Explore the required negotiation skills for making payments' deals when needed.
• Create a smooth communication channel with different departments to resolve customer problems and requests when needed in a highly professional manner.
• Applicable directly coordinate with customers to assist them with any questions or issues arising from their use of Vodafone’s business solutions and hardware.
• Implement high quality standards of Customer Service for High customers through exceeding all KPI’s threshold.

• Deliver prepared sales talks, reading from scripts that describe products or services, in order to persuade potential customers to purchase a product.
• Contact businesses or private individuals by telephone to solicit sales for goods or services or request donations for charitable causes.
• Explain products or services and prices, and answer questions from customers.
• Obtain customer information such as name, address, and payment method, and enter orders into computers.
• Record names, addresses, purchases, and reactions of prospects contacted.
• Obtain names and telephone numbers of potential customers from sources such as telephone directories, magazine reply cards, and lists purchased from other organizations.
• Adjust sales scripts better to target the needs and interests of specific individuals.
• Answer telephone calls from potential customers who have been solicited through advertisements.
• Telephone or write letters to respond to correspondence from customers or to follow up initial sales contacts.
• Maintain records of contacts, accounts, and orders.
• Schedule appointments for sales representatives to meet with prospective customers or for customers to attend sales presentations.
• Conduct client or market surveys in order to obtain information about potential customers.

• Implemented software patches and installed updated versions to mitigate security vulnerabilities and safeguard data integrity.
• Configured and rigorously tested new hardware and software to optimize system performance.
  Strategized for service and system outages to minimize impact on end-users and maintain business continuity.
• Conducted installation, maintenance, and troubleshooting of workstations and software applications to ensure seamless operations.
• Provided user training and management to promote technology adoption and proficiency.
• Collaborated with team members to update technical support best practices and improve service delivery.
• Monitored system operations and rapidly resolved errors to minimize downtime and maintain service availability.