Safa Abdelhamid

* Handles customer requests/issues/questions in a professional manner and strives to deliver a first time resolution service;

* Processes transactional activities in line with Vodafone standards, policies and processes;

* Provided accurate and timely information by fully investigating all customer enquiries, using all available equipment and applications to ensure that incidents and problems are resolved efficiently and within SLAs;

* Exchanges information effectively, to direct customer requests/issues/questions/complaints to the relevant teams for action (eg to activate services, solve claims and complaints, apply discounts) ;

* Uses time proactively and efficiently to deliver on service targets;

* Provides feedback and suggestions to develop and improve customer experience in respect of call trends / drivers;

* Good understanding of Vodafone products, services, systems, policies and processes in order to effectively deal with a variety of questions and customer transactions;

* Effectively interacts with stakeholders where necessary, to assist with efficient query/complaint resolution;

* Acts as an advocate of Vodafone, protecting the reputation by following Vodafone’s Brand Tone of Voice;

* Performs other job-related duties or tasks defined by the supervisor or resulting from assigned agendas;

• Cultivated inbound sales inquiries to successfully convert leads to sales appointments.
• Maintained strong call control to keep customers focused on sales offerings.
• Completed daily cold calling and outreach to build sales pipeline.
• Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
• Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.