Escalation Desk Specialist
Etisalat
Total years of experience :16 years, 7 Months
• Solving technical & finance problems on spot for the customers.
• Provide first level advisors and convey resolutions to customer issues.
• Track, route and redirect problems to correct resources.
• Follow up with customers, provide feedback and see problems through to resolution.
• Utilize excellent customer service skills and exceed customers’ expectations
• Sending daily reports for service level & complaints status to managerial level.
• Ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquires.
• Handling all services and supporting products related to mobile and home services.
• Handling financial invoices related to mobile or home services.
• Perform troubleshooting and solve all customer problems.
• Creating and escalate complaints and contact the other departments to maintain customer satisfaction.
• Testing and evaluating new technology.
• Support and communicate with Etisalat Retails to solve customer problems.
o Working as Chief Accountant Assistant (Aviation Department) from Feb. 2015 till Nov. 2016:
• Manage logistic documentation with respect to purchases of goods.
• Record the invoices and manage the related payment processes.
• Finalizing the financial transactions of daily process related to airlines ticketing, hotels, visa and insurance.
• Auditing the accounting cycle for all aviation branches in Egypt.
• Supervising and follow up the account receivables and invoice collection for all aviation branches in Egypt.
• Responsible for account suppliers for all aviation branches in Egypt.
• Support the Chief Accountant in the monthly closing of financial statements.
• Preparation of annual budget and quarterly forecasts in conjunction with management team.
• Customers & sales accounts analysis & controls.
• Company bank and credit card accounts reconciliation & analysis.
• Assist the Chief Accountant in the fiscal and administrative requirements.
o Working as Internal Auditor from Jun. 2013 to Feb. 2015:
• Perform and control the full audit cycle including risk management and control management over operations’ effectiveness, financial reliability and compliance with all applicable directives and regulations.
• Determine internal audit scope and develop annual plans.
• Obtain, analyze and evaluate accounting documentation, previous reports, data, flowcharts etc.
• Preparing the audit’s reports to highlight issues and problems as well as distributing the reports to the relevant people & departments.
• Holding meetings with accountants to develop an understanding of business processes.
• Travelling to different company branches to meet relevant staff and obtain documents and information related to the accounting cycle.
• Agreeing recommendations with relevant staff members to make improvements for operations.
o Working as Accounts Receivable Accountant from Oct. 2010 to Jun. 2013:
• Post customer payments by recording cash, checks, credit card, or bank transfer transactions.
• Updates receivables by totaling unpaid invoices.
• Verify validity of account discrepancies by obtaining & investigating information from sales, trade promotions, customer service departments, and from customers.
• Resolve valid or authorized deductions by entering adjusting entries.
• Resolve collections by examining customer payment plans, payment history, credit lines and coordinating contact with branches for collections.
• Following up the clients to remind about delayed invoices.
• Visit the clients who are delayed in payments, put a specific plans for payment and follow up to ensure the collection process.
• Stop providing services to customers in arrears on payment, according to the contract between the company and the client until the payment of overdue bills.
o Working as Senior Quality Assurance from Aug. 2009 to Oct. 2010:
• Monitoring & evaluate the call center representatives to ensure that they are following the company’s protocols & rules to deliver the best service for the clients.
• Prepare a monthly training for the call center representatives to improve the calls quality & discuss for suggestions & ideas.
• Providing a variety of daily, weekly, monthly and year-end statistical reports and analyses on Call Center performance.
o Working as Technical Support Agent (ADSL support) from Aug. 2008 to Aug. 2009:
• Respond the customers' inquiries about ADSL service and handling the technical problems related to ADSL service.
• Send technical problems to the relevant departments to ensure the solution for the problems customers quickly.
• Emphasis on solving the problems by following up with the customers.
• Handling the billing system, determine the due bills for the customers, and providing them with different payment options.
o Working as Customer Service Representative from Aug. 2007 to Aug. 2008:
• Answer calls and respond to emails.
• Research required information using available resources.
• Manage and resolve customer complaints.
• Provide customers with product and service information.
• Identify and escalate priority issues.
• Answer inquiries by clarifying desired information; researching, locating, and providing information.
• Handling problems and reporting to relevant departments.
• Following up with the customers to ensure problems had been solved.
• Maintain and improve quality results by adhering to standards and guidelines; recommending improved procedures.
• Update job knowledge by studying new product descriptions; participating in educational opportunities.
• 2007, Faculty of Commerce English Section, Cairo university, Cairo, Egypt. • B.S of English Commerce, Accounting Department.
