CC Business Solutions Support Senior Rep ( Hosting Services )
Vodafone Egypt
Total years of experience :18 years, 7 Months
• Own all customer inquiries regarding web hosting & Cloud computing services ( Virtual Machine, Exchange, SharePoint, web-hosting, Microsoft Office 365 ) as 1st Line support and other business solutions till closure and post resolution call to ensure customer satisfaction and close case.
• Participate in the testing & launching for the new Vodafone services ( Cloud service - Web2SMS )
• Conduct outbound calls for problems received from customers through any touch point (retail, call centers & corporate sales) or received through business solutions mailbox to ensure solving the customer problem according to the SL.
• Ensure that any further analysis to the customer problem is conducted including searching the supplier related internet site are done according to SL.
• Provides relevant and accurate information (Services, Products & Policies).
• Escalate all technical inquiries to the specified 2nd line department through a standard SLA whenever needed and ensure that all escalations contain complete information to ensure resolution targets are achievable.
• Conduct the necessary orientation sessions to all Customer Care staff regarding newly launched products.
• Attending different UATs to ensure that any new business solution or product is compatible with systems and internal processes.
• Handle new complicated services and business solutions currently in the market.
• Contact related vendors & liaise with them reported problems.
• Monitor SLA time frames and report them till closure
• Meeting/exceeding department KPIs consistently & innovatively.
• Provide customer with appropriate options/right suggestion.
• To maintain average of the supervisor observations and the QA observations according to KPIs.
• Provide Some customers special visits to ensure solving their problem in-case repeated and to assure total solution
• Take ownership of escalated service requests through problem resolution for the benefit of Vodafone’s customers.
• Acting on VOC with Full process to have it on production.
• Handle customer inquiries through Web Chat on Vodafone formal site.
• Act as a Second line of support to all VF Egypt business solutions users inquiries
• Receive technical inquiry calls from first line agents & handle the call according to SL with acceptable technical knowledge to be able to enhance quality of services offered.
• Receive technical inquiry calls from Sherkety service customers & handle the call according to SL with acceptable technical knowledge to be able to enhance quality of services offered.
• Conduct outbound calls to customer problems received from call center / corporate agents through I-Care mailbox to ensure solving the customer problem according to the SL.
• Handle escalated calls from either the call center or directly from the customers to an outcome of maximum customer satisfaction.
• Ensure that any further analysis to the customer problem is conducted including searching the supplier related internet site are done according to SL.
• Search the internet on regular basis, gather & consolidate the needed information “data supplier” & publish it on a user friendly language by using “I-Care Home Page”.
• Where applicable directly coordinate with customers to assist them with any questions or issues arising from their use of Vodafone’s business solutions and hardware.
• Provides relevant and accurate information (Services, Products & Policies).
•Act as a first line of support to all VF Egypt business solutions users inquiries
•Receive technical inquiry calls from call center / corporate agents & handle the call according to SL with acceptable technical knowledge to be able to enhance quality of services offered.
•Conduct outbound calls to customer problems received from call center / corporate agents through I-Care mailbox to ensure solving the customer problem according to the SL.
•Handle escalated calls from either the call center or directly from the customers to an outcome of maximum customer satisfaction.
•Ensure that any further analysis to the customer problem is conducted including searching the supplier related internet site are done according to SL.
•Search the internet on regular basis, gather & consolidate the needed information “data supplier” & publish it on a user friendly language by using “I-Care Home Page”.
•Where applicable directly coordinate with customers to assist them with any questions or issues arising from their use of Vod
fone’s business solutions and hardware.
• Own all customer inquiries regarding business solutions till closure and post resolution call to ensure customer satisfaction and close case
•Escalate all inquiries to the specified department through a standard SLA whenever needed and ensure that all escalations contain complete information to ensure resolution targets are achievable.
• Promoted C/S Products to different market Segments (retail, manufacturing, healthcare, etc…).
• Conducted site surveys to provide tailored C/S Products that suit customer’s needs.
• Maintained the company’s competitive edge by preparing comparative Analysis of competitor’s Brands & prices.
• Built strong & fruitful relationships with Contractors.
• Conducted professional presentations & live demonstrations on C/S Products for major customers.
• Achieving the target quotas.
Responsible for establishing new department with the concerning of Automatic labeling machine. (Brand Avery Dennison)
Dealing with foreign suppliers regarding of technical support.
Responsible for all foreign purchasing including the negotiation of the prices.
1-Determine the marketing plan for each market segments
2-Periodical products sales forecast.
3-Managing the complete cycle of products inventory control - from purchasing to sales
4-Responsible for dealing with shipping companies.
5-Determine key customers for different Auto ID solutions.
6-Responsible for studying & preparing all the necessary documents for tenders
7-Increasing the market share of our company
8-Organizing all the activities for the company’s exhibitions
9- Manage self directed team
• Contact the suppliers to get the best prices & purchase the order.
• Study the tenders and prepare the technical & financial proposal.
• Help the salesmen in creating the solution for their customers.
• Assisted in design and preparation of all marketing material (Brochures, leaflets, etc...)
• Prepared all material for specialized magazines editorials and press releases.
• Prepare presentations for the salesmen in their operations.
• Training the new employees about: -
1- Our products and how can they use it in our applications.
2- Introduce the applications which the company working in.
• Responsible for researches of the company actual products and new potential brands.
• Promoted barcode solutions to different market Segments (retail, manufacturing, healthcare, etc…).
• Conducted site surveys to provide tailored Barcode solutions that suit customer’s needs.
• Maintained the company’s competitive edge by preparing comparative Analysis of competitor’s Brands & prices.
• Built strong & fruitful relationships with business partners & dealers.
• Conducted professional presentations & live demonstrations on different software & hardware for major customers.
• Achieving the target quotas.
•Solving troubleshooting of the networks .
•Construct and prepare the network devices(switches - cables).
•Attend courses about :
1-The internal networks and external networks and how to connect it .
2-Preparing the Internet and methods of secure it ( Proxy - Fire wall ) .
I was a member of a team of seven members taking over the assignments of:
- Make out-bound calls to all MobiNil postpaid customers (individual-corporate).
- Perform the needed modifications if necessary.
• The Post Graduate Diploma in Sales Management is designed to prepare sales professionals and managers with essential management skills to enable them to compete and grow in today’s competitive environment. The Diploma provides participants with the knowledge, skills, attitudes, and activities needed for the successful operation of an effective sales force
Graduation Project Description : It is a research about solar energy, semiconductor materials, P-N junction, P-N junction solar cell, and design of solar cells. Some systems like Cathodic Protection System, Security System, Communication System, Lighting System, Pumping Water System and a Charger for Mobile Phones were designed to cover the research using the Photovoltaic energy. Grade of the project : Excellent GPA (2.91 – Very Good).