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Abdelghany Aref, Tier 2 Business Customer Service

Abdelghany Aref

Tier 2 Business Customer Service·Intelcia

United Arab Emirates

Bachelor's degree, Computer And Systems Engineering

Work experience

Total years of experience: 3 years, 3 months

Tier 2 Business Customer Service

March 2024 - Present

Intelcia

Alexandria, Egypt

March 2024 - Present

1. Resolved complex customer queries, achieving a 20% increase in first-contact resolution and overall
satisfaction.
2. Collaborated with the sales team to identify upsell opportunities, upgrading 10% of contacted customers.
3. Solved escalated tickets within 48 hours, improving response efficiency by 30%.
4. Enhanced interdepartmental collaboration by 20% through issue pattern analysis with Tier 1 teams.
5. Maintained detailed records in CRM systems, ensuring accurate data entry and streamlined follow-ups.
Company industry:
Telecommunications

Customer Care specialist

March 2023 - January 2024

Octopus Outsourcing-

Alexandria, Egypt

March 2023 - January 2024

1. resolving 90+ daily inquiries regarding billing, service outages, and technical troubleshooting
2. Maintained meticulous service records for 500+ accounts in the CRM, ensuring accurate follow-ups.
3. Successfully de-escalated complaints from frustrated customers, improving retention in the segment by 15%
4. Proactively identified customers nearing contract renewal and executed targeted retention calls, resulting in an
18% increase in renewals through empathetic, professional support.
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Education

Alexandria Higher Institute for Engineering and Technology

May 2023

May 2023

Bachelor's degree, Computer And Systems Engineering

Egypt

Skills

COLLABORATION

Intermediate

COMMUNICATIONS

Intermediate

CUSTOMER INQUIRIES

Intermediate

CUSTOMER RELATIONSHIP MANAGEMENT

Intermediate

CUSTOMER RELATIONSHIP MANAGEMENT CRM SOFTWARE

Intermediate

CUSTOMER RETENTION

Intermediate

CUSTOMER SERVICE

Intermediate

MICROSOFT OFFICE

Intermediate

PROBLEM SOLVING

Intermediate

TECHNICAL SUPPORT

Intermediate

COMMUNICATIONS

Intermediate

BUSINESS TO BUSINESS

Intermediate

COMPLIANCE MANAGEMENT

Intermediate

COMPUTER ENGINEERING

Intermediate

CUSTOMER RELATIONSHIP MANAGEMENT

Intermediate

CUSTOMER RELATIONSHIP MANAGEMENT CRM SOFTWARE

Intermediate

CUSTOMER SERVICE

Intermediate

DATA ENTRY

Intermediate

MICROSOFT OFFICE

Intermediate

PROBLEM SOLVING

Intermediate

COMMUNICATIONS

Intermediate

BUSINESS TO BUSINESS

Intermediate

COMPLIANCE MANAGEMENT

Intermediate

COMPUTER ENGINEERING

Intermediate

CUSTOMER RELATIONSHIP MANAGEMENT

Intermediate

CUSTOMER RELATIONSHIP MANAGEMENT CRM SOFTWARE

Intermediate

CUSTOMER SERVICE

Intermediate

DATA ENTRY

Intermediate

MICROSOFT OFFICE

Intermediate

PROBLEM SOLVING

Intermediate

CUSTOMER SERVICE

Intermediate

CUSTOMER RELATIONSHIP MANAGEMENT

Intermediate

KEY PERFORMANCE INDICATORS KPIS

Intermediate

LEADERSHIP

Intermediate

OUTBOUND CALLS

Intermediate

OVERCOMING OBJECTIONS

Intermediate

PERSUASIVE COMMUNICATION

Intermediate

RAPPORT BUILDING

Intermediate

TELEMARKETING

Intermediate

UPSELLING

Intermediate

COMMUNICATIONS

Intermediate

CUSTOMER INQUIRIES

Intermediate

CUSTOMER RELATIONSHIP MANAGEMENT

Intermediate

CUSTOMER RELATIONSHIP MANAGEMENT CRM SOFTWARE

Intermediate

CUSTOMER RETENTION

Intermediate

CUSTOMER SERVICE

Intermediate

DATA ENTRY

Intermediate

MICROSOFT OFFICE

Intermediate

PROBLEM SOLVING

Intermediate

TECHNICAL SUPPORT

Intermediate

COMMUNICATIONS

Intermediate

COMPLEX PROBLEM SOLVING

Intermediate

COMPUTER REPAIR

Intermediate

CUSTOMER RELATIONSHIP MANAGEMENT CRM SOFTWARE

Intermediate

CUSTOMER SERVICE

Intermediate

DATA ENTRY

Intermediate

MICROSOFT OFFICE

Intermediate

OUTSOURCING

Intermediate

SALES

Intermediate

TECHNICAL SUPPORT

Intermediate

CUSTOMER RELATIONSHIP MANAGEMENT

Intermediate

CUSTOMER RETENTION

Intermediate

CUSTOMER SERVICE

Intermediate

KEY PERFORMANCE INDICATORS KPIS

Intermediate

LEADERSHIP

Intermediate

OUTBOUND CALLS

Intermediate

OVERCOMING OBJECTIONS

Intermediate

PERSUASIVE COMMUNICATION

Intermediate

RAPPORT BUILDING

Intermediate

UPSELLING

Intermediate

COMMUNICATIONS

Intermediate

COMPLEX PROBLEM SOLVING

Intermediate

CUSTOMER INQUIRIES

Intermediate

CUSTOMER RELATIONSHIP MANAGEMENT

Intermediate

CUSTOMER RELATIONSHIP MANAGEMENT CRM SOFTWARE

Intermediate

CUSTOMER SERVICE

Intermediate

MICROSOFT OFFICE

Intermediate

SALES

Intermediate

TECHNICAL SUPPORT

Intermediate

UPSELLING

Intermediate

COMMUNICATIONS

Intermediate

COMPLEX PROBLEM SOLVING

Intermediate

COMPUTER ENGINEERING

Intermediate

COMPUTER REPAIR

Intermediate

CUSTOMER RELATIONSHIP MANAGEMENT CRM SOFTWARE

Intermediate

CUSTOMER SERVICE

Intermediate

DATA ENTRY

Intermediate

MICROSOFT OFFICE

Intermediate

SALES

Intermediate

TECHNICAL SUPPORT

Intermediate

Social profiles

Languages

English

Expert

Arabic

Native Speaker

German

Expert