nader_mira User

NU

Looking for a job

nader_mira User

@amira_dorgham

Customer Relations Specialist at Vodafone UK handling complex customer escalations and improving customer experience.

At Vodafone UK, I handle complex customer escalations, analyze service issues, and work with cross-functional teams to improve customer experience.

Previously at Vodafone UK, I managed high-level customer cases, monitored performance, and improved resolution processes while coaching team members.

I also resolved technical and billing issues as a Customer Service Agent at Vodafone UK. My experience includes customer service at Sutherland Global and work as a Civil Engineer at Aswaq Fathalla.

Experience

Work history, roles, and key accomplishments

VU

Current

Customer Relations Specialist

Current

Vodafone UK

Nov 2024 - Present (2 years)

Lead complex customer escalations, collaborate with cross-functional teams, improve customer experience, analyze service issues, and mentor colleagues.

Incident Management Case Resolution Stakeholder Management Client Relations Coaching Mentorship Strategic Thinking Compliance Management Microsoft Office Report Preparation Creative Problem Solving

VU

Senior Resolution Manager

Vodafone UK

Mar 2024 - Oct 2024 (7 months)

Managed high-level customer cases, monitored performance, analyzed trends, improved resolution processes, and coached team members.

Incident Management Case Resolution Performance Monitoring Trend Analysis Process Improvement Coaching Mentorship

VU

Customer Service Agent

Vodafone UK

Jan 2022 - Mar 2024 (2 years 2 months)

Delivered exceptional customer service, resolved technical and billing issues, and consistently achieved quality targets.

Customer Service Technical Support Billing Support Quality Assurance

SG

Customer Service Representative

Sutherland Global

Nov 2021 - Jan 2022 (2 months)

Provided customer service support, handling inquiries and resolving issues.

Customer Service Communication Skills Problem Solving

AF

Civil Engineer

Aswaq Fathalla

Jul 2017 - Jul 2021 (4 years)

Performed civil engineering duties, applying engineering principles to projects.

Civil Engineering Engineering Analysis Project Management

SE

Teacher

Self-employed

Oct 2014 - Jul 2017 (2 years 9 months)

Provided teaching services, delivering educational content to students.

Teaching Communication Skills Curriculum Delivery

Education

Degrees, certifications, and relevant coursework

AU

Alexandria University

Bachelor of Engineering, Civil Engineering

Bachelor of Engineering in Civil Engineering from the Faculty of Engineering, Alexandria University.

Tech stack

Software and tools used professionally

Microsoft Teams

Microsoft Office 365

Microsoft Excel

Microsoft Power BI

Microsoft Intune

Microsoft Dynamics 365

Microsoft Word

Availability

Looking for a job

Location

Egypt

Authorized to work in

Salary expectations

60k+ USD

Social media

Job categories

Customer Relations Specialist

Skills

Client Relations Incident Management Case Resolution Customer Escalation Management Customer Experience Stakeholder Management Compliance Management Performance Monitoring Trend Analysis Process Improvement Coaching Report Preparation Technical Issue Resolution Billing Issue Resolution Microsoft Office

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