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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, 2 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
COLLABORATION
Intermediate
COMMUNICATIONS
Intermediate
COMMUNICATIONS
Intermediate
CUSTOMER INQUIRIES
Intermediate
CUSTOMER INQUIRIES
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT CRM SOFTWARE
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT CRM SOFTWARE
Intermediate
CUSTOMER RETENTION
Intermediate
CUSTOMER RETENTION
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
MICROSOFT OFFICE
Intermediate
MICROSOFT OFFICE
Intermediate
PROBLEM SOLVING
Intermediate
PROBLEM SOLVING
Intermediate
TECHNICAL SUPPORT
Intermediate
TECHNICAL SUPPORT
Intermediate
COMMUNICATIONS
Intermediate
COMMUNICATIONS
Intermediate
BUSINESS TO BUSINESS
Intermediate
BUSINESS TO BUSINESS
Intermediate
COMPLIANCE MANAGEMENT
Intermediate
COMPLIANCE MANAGEMENT
Intermediate
COMPUTER ENGINEERING
Intermediate
COMPUTER ENGINEERING
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT CRM SOFTWARE
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT CRM SOFTWARE
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
DATA ENTRY
Intermediate
DATA ENTRY
Intermediate
MICROSOFT OFFICE
Intermediate
MICROSOFT OFFICE
Intermediate
PROBLEM SOLVING
Intermediate
PROBLEM SOLVING
Intermediate
COMMUNICATIONS
Intermediate
COMMUNICATIONS
Intermediate
BUSINESS TO BUSINESS
Intermediate
BUSINESS TO BUSINESS
Intermediate
COMPLIANCE MANAGEMENT
Intermediate
COMPLIANCE MANAGEMENT
Intermediate
COMPUTER ENGINEERING
Intermediate
COMPUTER ENGINEERING
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT CRM SOFTWARE
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT CRM SOFTWARE
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
DATA ENTRY
Intermediate
DATA ENTRY
Intermediate
MICROSOFT OFFICE
Intermediate
MICROSOFT OFFICE
Intermediate
PROBLEM SOLVING
Intermediate
PROBLEM SOLVING
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
KEY PERFORMANCE INDICATORS KPIS
Intermediate
KEY PERFORMANCE INDICATORS KPIS
Intermediate
LEADERSHIP
Intermediate
LEADERSHIP
Intermediate
OUTBOUND CALLS
Intermediate
OUTBOUND CALLS
Intermediate
OVERCOMING OBJECTIONS
Intermediate
OVERCOMING OBJECTIONS
Intermediate
PERSUASIVE COMMUNICATION
Intermediate
PERSUASIVE COMMUNICATION
Intermediate
RAPPORT BUILDING
Intermediate
RAPPORT BUILDING
Intermediate
TELEMARKETING
Intermediate
TELEMARKETING
Intermediate
UPSELLING
Intermediate
UPSELLING
Intermediate
COMMUNICATIONS
Intermediate
COMMUNICATIONS
Intermediate
CUSTOMER INQUIRIES
Intermediate
CUSTOMER INQUIRIES
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT CRM SOFTWARE
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT CRM SOFTWARE
Intermediate
CUSTOMER RETENTION
Intermediate
CUSTOMER RETENTION
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
DATA ENTRY
Intermediate
DATA ENTRY
Intermediate
MICROSOFT OFFICE
Intermediate
MICROSOFT OFFICE
Intermediate
PROBLEM SOLVING
Intermediate
PROBLEM SOLVING
Intermediate
TECHNICAL SUPPORT
Intermediate
TECHNICAL SUPPORT
Intermediate
COMMUNICATIONS
Intermediate
COMMUNICATIONS
Intermediate
COMPLEX PROBLEM SOLVING
Intermediate
COMPLEX PROBLEM SOLVING
Intermediate
COMPUTER REPAIR
Intermediate
COMPUTER REPAIR
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT CRM SOFTWARE
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT CRM SOFTWARE
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
DATA ENTRY
Intermediate
DATA ENTRY
Intermediate
MICROSOFT OFFICE
Intermediate
MICROSOFT OFFICE
Intermediate
OUTSOURCING
Intermediate
OUTSOURCING
Intermediate
SALES
Intermediate
SALES
Intermediate
TECHNICAL SUPPORT
Intermediate
TECHNICAL SUPPORT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RETENTION
Intermediate
CUSTOMER RETENTION
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
KEY PERFORMANCE INDICATORS KPIS
Intermediate
KEY PERFORMANCE INDICATORS KPIS
Intermediate
LEADERSHIP
Intermediate
LEADERSHIP
Intermediate
OUTBOUND CALLS
Intermediate
OUTBOUND CALLS
Intermediate
OVERCOMING OBJECTIONS
Intermediate
OVERCOMING OBJECTIONS
Intermediate
PERSUASIVE COMMUNICATION
Intermediate
PERSUASIVE COMMUNICATION
Intermediate
RAPPORT BUILDING
Intermediate
RAPPORT BUILDING
Intermediate
UPSELLING
Intermediate
UPSELLING
Intermediate
COMMUNICATIONS
Intermediate
COMMUNICATIONS
Intermediate
COMPLEX PROBLEM SOLVING
Intermediate
COMPLEX PROBLEM SOLVING
Intermediate
CUSTOMER INQUIRIES
Intermediate
CUSTOMER INQUIRIES
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT CRM SOFTWARE
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT CRM SOFTWARE
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
MICROSOFT OFFICE
Intermediate
MICROSOFT OFFICE
Intermediate
SALES
Intermediate
SALES
Intermediate
TECHNICAL SUPPORT
Intermediate
TECHNICAL SUPPORT
Intermediate
UPSELLING
Intermediate
UPSELLING
Intermediate
COMMUNICATIONS
Intermediate
COMMUNICATIONS
Intermediate
COMPLEX PROBLEM SOLVING
Intermediate
COMPLEX PROBLEM SOLVING
Intermediate
COMPUTER ENGINEERING
Intermediate
COMPUTER ENGINEERING
Intermediate
COMPUTER REPAIR
Intermediate
COMPUTER REPAIR
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT CRM SOFTWARE
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT CRM SOFTWARE
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
DATA ENTRY
Intermediate
DATA ENTRY
Intermediate
MICROSOFT OFFICE
Intermediate
MICROSOFT OFFICE
Intermediate
SALES
Intermediate
SALES
Intermediate
TECHNICAL SUPPORT
Intermediate
TECHNICAL SUPPORT
Intermediate

Social profiles

Github
Github
github.com/Abdelghany-Aref

Languages

English
Expert
Arabic
Native Speaker
German
Expert