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BeLal Khalifa, Technical Support Advisor

BeLal Khalifa

Technical Support Advisor·Teleperformance

United Arab Emirates

Bachelor's degree, English Literature

Work experience

Total years of experience: 14 years, 2 months

Technical Support Advisor

October 2016 - Present

Teleperformance

October 2016 - Present

Provide basic to moderately complex support to customers on company products.
Logging of calls from customers onto an company database and following escalation procedures to resolve problems or issues
Available to receive calls for a minimum of 80% of their on-line time
Provide feedback on a daily basis to the team leader on new issues or call drivers that they have discovered
To educate customers on support options and the steps being taken to resolve their issue
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Tracing Advisor- Customer Care and Retention Department

June 2015 - Present

DHL Express

Cairo, Egypt

June 2015 - Present

• Provide quality and professional track and trace services to all parties, particularly customers and the DHL network, aimed at resolving service problems to achieve and exceed defined performance standards for traces and customer service.
• Track and trace shipments in adherence to DHL’s network trace standards and investigate thoroughly undelivered, returned, delayed, lost, damaged and held shipments.
• Provide a high level of customer service and professionalism taking into account the consideration that all DHL customers have an express requirement and are looking for instant and immediate action.
• Managing “Egypt Post” Account, following up on client needs, updating client with daily and weekly reports.
• Meeting with Clients to reach service level agreements and agree service updates
Company industry:
Distribution, Supply Chain & Logistics
Job role:
Customer Service and Call Center

International Account Operations Team Leader (Acting As)

May 2013 - April 2014

Vodafone Egypt " Uk Account"

Cairo, Egypt

May 2013 - April 2014

• Managing a team of up to 15 advisors and being responsible for the overall customer service provided and achieving KPIs.
• Motivating and encouraging agents through positive communication and feedback.
• Provide necessary coaching and support individually and on a team level.
• Monitoring the advisers’ performance by listening to and evaluating live and recorded calls and providing on target feedback.
• Keeping track off attendance, adherence & conformance to ensure the required working hours are met and maintained.
• Challenge current methods of service delivery and identify, recommend and implement improvements to improve customer experience.
Company industry:
Telecommunications
Job role:
Customer Service and Call Center

Knowledge Trainer & Floorwalker (Acting as)

September 2012 - May 2013

Vodafone Egypt " UK Account"

Cairo, Egypt

September 2012 - May 2013

• Responsible for delivering the induction training to new employees making sure they understand essential customer service concepts & technical information required.
• Ensuring their readiness to handle customer service functions & use the CRM system safely and efficiently through conducting the required tests & assessments.
• Evaluating the performance of new employees during the training period and selecting the qualified employees to join the contact center operations.
• Joining the new team during their probation to provide the required knowledge and assistance with their daily tasks to help them pass the final selection process.
• Preparing and conducting refreshment training sessions to the employees making sure they are up to date with the knowledge and information needed.
• Creating and improving the knowledge database and ensuring the team always refers to the correct sources of information.
Company industry:
Telecommunications
Job role:
Training and Development

International Account Advisor

March 2011 - September 2012

Vodafone

Cairo, Egypt

March 2011 - September 2012

• Owning and managing the client relationship resolving calls efficiently and effectively.
• Ensuring service level agreements are met and maintained.
• Working as part of a team to ensure offering world-class customer service at all times.
• Communicating positively with all involved parties in order to facilitate customer's reception of the expected service.
• Involving and initiating new ideas related to process & procedures.
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Education

Ain Shams University Faculty of Arts

June 2013

June 2013

Bachelor's degree, English Literature

Egypt

Languages

Arabic

Native Speaker

English

Expert