Abderlahman Ghatwary

Complaints Resolution Manager

Vodafone UK

Jan 2022 - Current (4 years 7 months)

As a Complaints Resolution Manager, I was responsible for tracking and analyzing questions, comments, and complaints regarding the company's services to improve the performance of the Customer Service department. I conducted audits and monitored team performance by filtering and listening to calls to fulfill the KPI requirements. Through effective monitoring, I supported the management of the first lines of support for difficult and sometimes complex problem resolution. I ensured that all specialists provided a positive customer experience and enhanced relationships between consumers and the company. Additionally, my role involved elements of virtual assistance, as I guided customers, particularly the elderly, through various platforms with

Complaints Advisor

Vodafone UK

Nov 2019 - Jan 2022 (2 years 3 months)

As a Complaints Advisor, I was responsible for the accurate and timely investigation of complaints, ensuring compliance with internal processes and regulatory requirements. My role involved addressing customer concerns related to app usage and guiding them on how to take specific actions on various platforms. Additionally, I provided virtual assistance to customers, helping them navigate not only issues related to their SIM cards but also our payment systems and other significant services offered by Vodafone UK. This comprehensive support enhanced customer satisfaction and reinforced our commitment to resolving complaints effectively.

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Trader

Jan 2018 - Jan 2019 (1 year 1 month)

Buying and selling used cars after inspecting them and examining their condition and checking their maintenance status.

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Restaurant manager

Fami ly business

Jan 2017 - Jan 2018 (1 year 1 month)

Coordinating daily restaurant management operations. Delivering superior food and beverage service and maximizing customer satisfaction. Responding efficiently and accurately to restaurant customer complaints

Abderlahman Ghatwary

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