1. Sarah Kamal Labib
95,Building 3,22 AL Rehab
Seeking a position in a reputable organization whereby I can have a role in the
development and planning the progress of the company, A place where I can be challanged to
devote my experience & background to contribute in the growth of company in the Egyptian
Market , Beside building up my own career & personal skill .
Dedicated Commercial Communication and business modeling senior specialist , highly
motivated Personality with extensive 10 Years expereince in Multnational big launches with a
wide ranging background in projects ownership,special events planning and analysis
_Excellent verbal - written communication, interpersonal, and negotiation skills .
_Teamwork experience, leadership, and analytical skills.
_ Organized, motivated, and dedicated to getting the job done right.
_ Great ability to work under stress, & high curve of learning.
_ Ability to adapt to changing environment & making a personal different
_ Fast Learner , goal Oriented & Very Ambitious
_ Excellent Presentation Skills
Faculty : Alsun
Department : English
Second Language : German
Year & Grade : 2002- Good
2. Work Experience
Current Employer: Vodafone Egypt
CC Business DevelopmentAnd Service Modeling at Vodafone Egypt
( Jan 2014 till Current)
Accountable for achieving the goals and objectives of Vodafone Strategy , by
Developing, designing, building, implementing and continuous improvement of all
Working on challenging business models such as Deaf and Mute call center through
video calling which is considered the first initiative in Egypt with a perfect end to end
Creating new routing tool across the corporate sales leading to accurate analysis .
Manage with planning team the cost modelling of any new service model and how it will
support our strategy.This ends by merging 2 call center s and saving 1 million EGP .
• Responsible for business development strategy execution and ensuring its alignment and
integrity with strategic directions of the department, Vodafone Egypt and the group.
• Ensure achieving both the commercial objectives & Operations efficiency throughout
designing the new models or enhancing the current ones
• Continuously spotting the Gaps and builds business models that close these gaps and get the
best out of all processes.
Assisting in monitoring the calls volume and analysing the reasons.
Support commercial with analysis/feedback/lesson learned concerning customer
behaviour towards marketing related activities to reach an outstanding customer's
Proactively and creatively think of alternative methods to close all gaps that will affect
( June 2010 till Jan 2014)
Support the company strategy through building the best customer experience.
Manage Consumer and Enterprise commercial projects assigned from the marketing
Manage & own the current tariffs, rate plans, process & Services on both the Consumer
and Enterprise scale.
Revamps and promotions to reach the best retention tools for our customers.
Manage the commercial calendar alignments with all stakeholders considering the
confidentiality factor .
Design & manage VF products, Handsets and Mobile Internet, end to end support
modules, service level & escalation matrix between frontline, first line of support & back
end technical teams.
Manage all conflicts or miss communication that may occur between operations and
Manage the design/the revision of the message will be communicated to the customer
through ATL & BTL
Owning post assessments,analysis and customer's feedback after commercial launches.
3. Customer Care Knwoledge ManagementAnalyst :
Own and manage the customer care knowledge base
( March 2008 till July 2010)
Manage the communication plan of any commercial proposition to the whole customer
care & provide end to end support
Ensure developing new and innovative communication channels for Customer Care
employees across our intenal applications
Align commercial communication messages, ensuring consistency & timing.
Ensure that all Customer Care requirements are properly defined/implemented
Continuously working to develop the current internal customer experience based on some
analysis, health check, focus group & Mystery shopping.
Ensure consistency & timing alignment with the Self help, commercial communication
and social media as support function to achieve world class customer experience.
Responsible for conducting training sessions for all new comers classes as well as
Qauality Assurance Specialist:
(Oct 2006 till Feb 2008)
Observe inbound and outbound calls and evaluate agents' performance concerning the
quality of service offered.
Capture and report customer comments towards continual product and services
development measured through Customer satisfaction & Customer Voice assessment
fields in the assessment by calls types, on spot reports daily ,weekly and monthly.
offer recommendations for products, policies, systems and process improvements based
on the customer experience & feedback measured through Quality Tip.
Keep High level of Quality of work through monitoring calls, sending feedback on time
then calibrate monthly to enable management team support our customers immediately &
control agents performance as well.
Give to quality workshops to new hires & existing employees for refreshments sessions
or quizzes or new smart ideas.
Maintain the required accuracy between 80 to100% for feedbacks , reports and any other
Offer mystery-shopping calls which must appear from observation with the plan topics
from customers, upon launching new services or promotions, provide the management
team with operation awareness results and QA findings with suggestions.
Make regularly focus groups through each account and get positive ideas for
Strong communication for setting expectations about seasonality workload, promotion,
general knowledge about SL, Call Types , Planned outages and any adhoc or new call
types hit the observation queues.
4. Call Center
High & Premium Queue
(Mar 2004 till Sep 2006)
Support and provide superior service via phones, e-mails and faxes as a receiver and
Use questioning and listening skills that support effective telephone communication.
Use an effective approach to handle special telephone tasks like call transfers, taking
messages, call backs, holds, interruptions, and unintentional disconnects.
Understand the impact of attitude in handling calls professionally
Effectively deal with job stress, angry callers, and upset customers
Use the most appropriate way to communicate with different behavior types on the
Apply the elements of building positive rapport with different types of customers over the
Apply the proper telephone etiquette to satisfy various customer situations.
Apply appropriate actions to effectively control a telephone call.
Identify voice skills and how to enhance a good telephone presentation.
Meets commitments to customers
Other duties as assigned.
Display Time flexibility towards shifts as per work floor requirements
Exceed customer expectations.
Fulfill customer satisfaction.
Languages & Courses :
English: Excellent Command in speaking, listening & writing.
German: Good Command in speaking, listening and writing.
French : Good Command in speaking, listening and writing.
German course at Geothe institute
5. Analytical and reporting skills
People Management skills
Coaching and leadership skills
Excellent verbal and written communication.
Date of birth: May 25th
Place of birth: Cairo
Marital status: Married
References will be furnished upon request