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MAY 2021 – MARCH 2022 INTERNATIONAL ACCOUNT ADVISER, VODAFONE UK As a customer service representative: • Achieved a superior level of customer service by mastering the capability. • Ensured effective communication of potential delays during the activation process by conveying bad news in a professional manner. • Maintained consistent communication with customers regarding order progress until the problem was fixed. • Assisted with customer requests and answered questions to improve satisfaction. • Approached customers and engaged in conversation through use of effective interpersonal and people skills. • Displayed strong telephone etiquette, effectively handling difficult calls. As a Team Leader Delegate: • Maintained ongoing oversight of team members' schedule compliance. • Addressed team needs and facilitated smooth operations during shifts. • Regularly monitored team's MTD performance across necessary KPIs and communicated frequent updates. • Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance, and approving time off requests. • Created a positive work environment by setting clear expectations and providing resources necessary for success. MARCH 2022 – SEPTEMBER 2022 FLOORWALKER, VODAFONE UK •Assisting new hires in acquiring essential call skills to optimize their performance in meeting targets like Average handling time, First call resolution, and Net promoter score. • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services. • Completed day-to-day duties accurately and efficiently. • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service. • Maintained updated knowledge through continuing education and advanced training. • Maintained open communication with team members and stakeholders, resulting in successful project outcome. SEPTEMBER 2022 – MARCH 2024 SUBJECT MATTER EXPERT, VODAFONE UK • Handled and resolved customer complaints. • Led and took responsibility for customer interactions until resolution. • Implemented strategies to rectify customer concerns, resulting in increased satisfaction and retention rates. • Contributed to improving first call resolution rates. • Conducted comprehensive analysis of all KPIs to detect failures and bridge knowledge gaps. • Facilitated sessions targeting KPI improvement. • Created detailed reports on project progress, metrics, and results for stakeholders' review. • Provided subject matter expertise and guidance to cross-functional teams in the development of new products. • Analyzed existing processes and procedures to identify opportunities for improvement or cost savings initiatives. • Resolved escalated customer issues in a timely manner while maintaining positive relationships. MARCH 2024 – CURRENT CUSTOMER RESOLUTION MANAGER, VODAFONE UK • Developed training materials for existing staff members on best practices for resolving customer issues. • Documented processes surrounding the resolution process in order to improve operational efficiencies. • Met regularly with clients to discuss their experiences regarding the issue resolution process. • Researched industry trends related to customer service management techniques. • Analyzed customer feedback surveys to identify areas for improvement in the service delivery process. • Analyzed customer feedback to identify trends in customer complaints and developed strategies for resolution. •Provided customer service to resolve issues related to order fulfillment, billing, and product inquiries. • Maintained detailed records of all customer interactions, including notes on conversations, actions taken, and outcomes achieved. • Created reports that tracked key performance indicators related to customer satisfaction scores. • Responded promptly to escalated issues from customers while maintaining high quality standards. • Collaborated with other departments within the organization to ensure customers' needs were met in a timely manner. • Conducted daily meetings with staff members to review customer cases, provide feedback, and ensure timely resolution. • Identified root causes of customer dissatisfaction by analyzing data from surveys, calls,emails. • Trained new employees on company policies regarding customer resolutions processes. • Delegated work to staff, setting priorities and goals. • Remained calm and professional in stressful circumstances and effectively diffused tense situations. • Resolved customer inquiries and complaints requiring management-level escalation. • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.

0CTOBER 2022 BACHELOR OF ARTS, ALEXANDRIA UNIVERSITY Linguistics and English Literature. I am still enrolled in college and the expected graduation year is 2025.

Time Management • Conflict Resolution Skills • Adaptability • Reliability • Critical Thinking • Data Management • Dependable and Responsible • Working Under Stress • Creativity • Teamwork and Collaboration

Arabic English

LANGUAGES • Arabic: Native • English: C1 • French: A1