Islam Saad

Customer Success and Account Management professional with 2+ years of experience in Vodafone Business (B2B environment), specializing in SLA-driven operations, billing accuracy, and end to end service delivery. Proven ability to manage enterprise level accounts, ensure operational excellence, and collaborate with cross functional teams to deliver high quality customer experiences. Strong background in sales, retention, and performance driven environments, with a track record of exceeding targets and improving customer satisfaction.

Skilled in Agile methodologies, ITIL service management, data analysis, and cloud fundamentals (Microsoft Azure), with growing technical understanding of software systems, APIs, and web development concepts to support SaaS and digital transformation environments.

Billing Activation Analyst | B2B Revenue Assurance at VOIS - Vodafone Business Services (2024-03 – Present)

Managed 200+ weekly orders in SLA-driven environments using cross-functional collaboration and Agile principles for accurate activation in Kenan, GCB, and SSBS.

• Reviewed BPMS orders for cancellations, construction, and ancillary charges, achieving 100% SLA compliance.
• Handled activation queries, validated documents/dates, and coordinated with Account Managers and stakeholders.
• Ensured full adherence to activation SLAs by tracking reports, resolving open orders, and preventing SLA breaches.
• Created manual BANs, applied MRC/NRC, bespoke setups, early terminations, and billing corrections.
• Supported GCB invoicing, order-to-bill accuracy, SLA adherence, and operational reporting using Kenan, GCB, SSBS.

Converged Sales Representative | Consumer Sales & Revenue Growth (Ireland Fixed team) at VOIS - Vodafone Intelligent Solutions (2022-03 – 2024-03)

Sales representative focused on consumer sales and revenue growth for the Ireland Fixed team.

• Managed 150+ cold calls per day, consistently achieving 150% of monthly sales targets, and was recognised for Exceptional Performance Q1 2024.
• Awarded for Quality Excellence as one of the top-performing agents on the Vodafone Ireland account October 2022.

Sales Representative | Customer Retention & Upselling (Ireland Mobile Team) at VOIS - Vodafone Intelligent Solutions (2020-03 – 2022-03)

Sales representative specializing in customer retention and upselling for the Ireland Mobile Team.

• Managed 160+ calls per day, consistently achieving 300% of monthly sales targets, and recognised for Exceptional Performance Q2 2020.
• Consistently awarded for Quality Excellence every month, reflecting strong compliance, accuracy, and customer service experience standards.
• Prepared and delivered onboarding and performance training for new agents, while acting as a team lead, responsible for target tracking, quality coaching, and continuous performance feedback.

Bachelor Degree in Management Information System – Pharaohs Academy (2014-01 – 2018-12)