Heba Chedid

•Acting as Senior providing help and support for new comers and colleagues on floor
•Handle customer's complaints and inquiries and provide solutions to their problems.
•Sell SiriusXm products and services and ensure proper collection of required documents.
•Sell value added services to customers.
•Coordinate with other departments to solve customers’ complaints
•Provide valuable link between customers and the company and Implement innovative methods that ensure customers satisfaction at the highest level.
•Respond to customers inquiries and ensure that any problems or complains are resolved on time and all the time.
•Consult with customers about their service needs or their wants & troubleshoot services to best fit their needs and expectations.
•Develop logistics to provide customer service in an efficient manner.
•Ensure compliance of company standards and procedures in providing customer service
•Respond to and resolve escalated issues from Support Line as well as calls that cannot be handled by Team Managers.
•Handle subscriber issue escalations and customer service complaints
•Ecommerce order cancellations/refunds
•Dial America/Outbound vendor escalations
•Do not call requests
•Escalate tickets to Corporate for additional investigation. Manage all assigned escalations from start to finish.
•Capture/verify subscriber information as necessary. Summarize progress towards resolution/actions taken.
•Resolve complex billing issues
•Identify system issues
•Trend and analyze information
•Add Projects for the organization
•Complete root cause analysis on escalations

•Handle customer's complaints and inquiries and provide solutions to their problems.
•Sell Mobinil products and services and ensure proper collection of required documents.
•Sell value added services to customers.
•Coordinate with other departments to solve customers’ complaints
•Provide valuable link between customers and the company and Implement innovative methods that ensure customers satisfaction at the highest level.
•Respond to customers inquiries and ensure that any problems or complains are resolved on time and all the time.
•Consult with customers about their service needs or their wants & troubleshoot services to best fit their needs and expectations.
•Develop logistics to provide customer service in an efficient manner.
•Ensure compliance of company standards and procedures in providing customer service