Mina Elkes Rofaeel Samy, Senior Specialist First Class Back Office

Mina Elkes Rofaeel Samy

Senior Specialist First Class Back Office

mobinil

البلد
الإمارات العربية المتحدة - عجمان
التعليم
بكالوريوس, management information system
الخبرات
3 years, 3 أشهر

مشاركة سيرتي الذاتية

حظر المستخدم


الخبرة العملية

مجموع سنوات الخبرة :3 years, 3 أشهر

Senior Specialist First Class Back Office في mobinil
  • مصر - القاهرة
  • ديسمبر 2010 إلى فبراير 2014

Roll Played:
 Customer Service (Consumer Postpaid & Enterprise Segment)
 Handle all cases transferred from the customers interface departments.
 Coordinate with other concerned departments to ensure timely customers complaints resolution.
 Provide best possible service to both external and internal customers to achieve highest level of customer satisfaction.
 Apply all the available tools in hand to save the customers from churning.
 Provide appropriate compensation to cases receives as per the company’s policies and procedures.
 Maintain a high save rate as per the regulations received from the commercial team.
 Analyze the key issues for churn and addresses them to upper management.
 Coordinate with all concerned departments to ensure effective handling for customer’s complaints, termination and porting-out requests.
 Propose solutions to repetitive termination cases.
 Escalate problems and report suspected fraud and provides relevant provides relevant feedback to the right channels.
 Suggest new ideas generated from the work-flow.
 Inform customers with case progression by following the contact intervals process.
 Inform the customers when cases are closed through one of the available tools (Calls, SMSs, VRSs, ).
 Communicate with Customer Service sub-divisions to answer all relevant customer inquiries (Credit, Customer Support and Activation, Marketing etc.).
 Respect and apply company vision, mission and values.
 Use available methods and tools to develop own skills.
 Keep up-to-date with all the services and products provided by Mobinil.
 Resolve all customer complaints, requests, termination, MNP, new line activation inquiries within the pre-determined SLAs.

الخلفية التعليمية

بكالوريوس, management information system
  • في modern academy in maadi
  • مايو 2005

Specialties & Skills

Microsoft Access
SQL Server
Management
Marketing
 Ms Office (Word, Excel, Power point & Access)., Certificate in SQL server

اللغات

الانجليزية
متوسط
العربية
متمرّس
الفرنسية
مبتدئ