Shehab Khalaf
Performance Manager
Alexandria ,Egypt
Summary
Accomplished Consultant drives organizational improvements through leveraging expertise in research and system enhancement. Well-versed in collaborating with employees and leaders to resolve control and procedural problems negatively affecting business operations. Dedicated to cost, process and resource optimization.
Overview
5
5
years of professional experience
2
2
Languages
Work History
Performance Manager
Vodafone International Services
Alexandria, Egypt
05.2023 - Current
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Developed detailed plans based on broad guidance and direction.
- Followed through with client requests to resolve problems.
- Spearheaded initiatives aimed at reducing average call wait times, significantly improving overall client experience metrics.
- Generated customer satisfaction surveys to analyze results into action plans.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
- Spearheaded continuous improvement initiatives to increase operational excellence and development.
International Account Advisor
Vodafone International Services
Alexandria, Egypt
10.2019 - 05.2023
- Handled inbound calls to provide callers with product and service information, emphasize product features and benefits and generate quotes.
- Led training sessions for junior advisors on best practices in navigating complex regulatory environments when advising clients on international matters.
- Boosted account retention rates through regular check-ins and relationship-building initiatives with key clients.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
Education
Bachelor of Agricultural - Animal Production
Faculty of Agricultural
Alexandria, Egypt 04.2001 -
Skills
- Team building
- Performance Analysis
- Data Interpretation
- Professionalism
- Problem-solving abilities
- Task Prioritization
- Adaptability and Flexibility
- Multitasking Abilities
- Time management abilities
- Coaching and Mentoring
- Stakeholder Management
Timeline
Performance Manager
Vodafone International Services
05.2023 - Current
International Account Advisor
Vodafone International Services
10.2019 - 05.2023
Bachelor of Agricultural - Animal Production
Faculty of Agricultural
04.2001 -
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