Doaa Mahmoud Mohamed
Customer Care Communication
Giza ,6 October
Summary
Ambitious customer care executive with dedicated service contributing to company's growth and profitability. Excellent communication skills, problem resolution and positive customer experience. Flexible, decisive leader maintaining service, accountability and training for fast-paced environments.
Overview
17
17
years of professional experience
6
6
years of post-secondary education
1
1
Language
Work History
Customer Care Communication
Vodafone
Caire, Smart Village
05.2012 - 01.2020
- Working hand by hand with Marketing team to create new services and products proportionate with the needs customer need
- Gathering requirements of all customer care departments to be include of any new products
- Monitor campaigns of CRM & New promotions and be sure that it clear with all the required information and automatic tools
- Provide Call Center with the new or update details and any cricies
- Sending Launching & crises mails to call center to be updated to be able to handle all the customer inquires and reach SLA
- Created and maintained detailed database to develop promotional sales.
- Offered free products or services to pacify irate or unsatisfied customers.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Mastered various CRM software systems for effective tracking of client communications.
Testing Specialist
Vodafone
Cairo, Smart Village
09.2012 - 05.2015
- Responsible of testing all the new products and services and be sure that achieve customer satisfaction
- Provide customer with self-help tools for the whole experience and avoid any manual works
- Achieve target of Vodafone Revenue
- Evaluated the effectiveness of existing test tools and frameworks, recommending improvements or replacements as needed for enhanced productivity.
- Provided valuable feedback to developers, leading to faster bug resolution and improved code quality.
Corporate Account Manager
Vodafone
Cairo , MAADI
09.2007 - 05.2012
- Responsible of TCA Companies ( Top Corporate Accounts ) this includes services & new activation & payment deals & exclusive contracts & Customer complains
- Coordinated with marketing teams to execute successful promotional campaigns tailored to specific client needs.
- Drove store revenue by offering customers accessories and related purchases to complete selections.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Generated advertising brochure for vendor use.
Collection Customer Service Representative
Vodafone
Giza , 6 October
03.2007 - 09.2007
- Conducted thorough investigations of disputed charges, ensuring accurate billing information was provided to customers while maintaining strict adherence to company policies.
- Initiated repossession process or service disconnection upon failure of other collection methods.
- Processed debtor payments and updated accounts to reflect new balance.
- Analyzed customer financial records to determine appropriate payment plan.
Call Center Representative
Vodafone
Cairo , Maadi
09.2005 - 03.2007
- Handling Customer inquires & Complaints
- Educate Customers about the new products and services
- Achieve SLA Customer Satisfation & Management
Call Center Representative
Raya Contact Center
Cairo , Maadi
03.2003 - 08.2005
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Cross-trained and backed up other customer service managers.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
Education
Bachelor Degree Of Commerce - Department of Accounting
Commerce College
Cairo University 09.1996 - 05.2002
Skills
Handling Bill Collection & bad depts
Call center experience
Complaint Handling
Customer Response
Call Center Operations
Data Entry
Payment Processing
Excellent problem-solving abilities
Customer management procedures knowledge
Staff Training
Customer Service
Billing Adjustments and Refunds
Account Updates
Timeline
Testing Specialist
Vodafone
09.2012 - 05.2015
Customer Care Communication
Vodafone
05.2012 - 01.2020
Corporate Account Manager
Vodafone
09.2007 - 05.2012
Collection Customer Service Representative
Vodafone
03.2007 - 09.2007
Call Center Representative
Vodafone
09.2005 - 03.2007
Call Center Representative
Raya Contact Center
03.2003 - 08.2005
Bachelor Degree Of Commerce - Department of Accounting
Commerce College
09.1996 - 05.2002