Mobility Technical Support
Sutherland Global Services - Egypt
Total years of experience :11 years, 9 Months
- Resolving Technical problems for cell phones and networks
- Guide the customer through Troubleshooting steps
- Remotely access the phone or iPad to resolve the issue
- Escalating the cases to back office departments in case we need direct support to resolve the case for the customer.
- Reviewing the restaurant legal documents .
- Creating the content of the restaurant or hyper market or pharmacy ( menus, coupons and promotions ).
- Uploading the photos of the contents
- Creating resturant profile, working hours and delivery details.
- Delegate quality reviewer as a task from my team leader.
- Delegate team leader for 3 month on temporary bases.
* Registration of the accounts after validation of the required documents.
* Assisting the tax preparers with the installation and the updates of their
software.
* Assisting the tax preparers with tax preparation forms and issue they face
while they try to submit the returns to the IRS.
* Assisting the tax preparers with the best software they will need for their type
of business depending on their needs.
* Providing bank acknowledgments knowledge to our tax preparers for the best
outcome for their tax season.
* Demonstration of the software and giving a walk through for the Tax preparer
so he can start the season with all the tools he need.
* Printers, scanners & networks support for the Tax preparers offices.
•Handling Home Services & Mobile Services for UAE residents through chat, E-Mail & Calls.
•Achieving my Kpi's (Key performance Indicator).
•Handling Technical reports for the team on the floor regarding any issues with the System or Applications.
•Assisting the customers with any inquiry regarding the services, charges or getting a new connection for Mobile or home devices.
•Assisting the customers with home services or mobile technical issues.
•Checking bank statements in case the payment didn't go through to make the proper adjustments or refund.
•Operations support which includes supporting the agents on the floor with information and process to apply it to deliver the best quality and customer experience.
•Training support which means supporting the trainees and guide them on how to use the applications to operate later on so they can be ready to get certified and join the operations team.
•Supporting (High & Premium) Segmentation Customers.
•Achieving my Kpi's (Key performance Indicator).
•Handling customers inquiries regarding the service & our new offers as well the new phones reservation.
•Became team Leader assistant for 1 month responsible about the team figures and Kpi's achieved 2nd team on the floor.
•Reporting Complaints regarding (network - connection - billing issues - feedback about the service - Technical Issues)
•Became one of the nesting period heroes.
•Achieving my Kpi's (Key performance Indicator).
•Keep the customer satisfaction at the best image.
•Handling new acquisition customers.
•Joined the Activation team which includes doing bank checks, Accounts eligibility, Fraud cases & Creating new accounts and making complete order to be delivered to the customer as per his online request for 5 months
•Joined the retail support which includes dealing with our spoc in the store of Vodafone in UK to make the proper arrangements for the customer to port from Vodafone UK to Talkmobile for 1 month.
•Became acquisition team manager which includes that I manage the team under me for the orders and making reports with the productivity and numbers achieved and report back to our team in UK for 3 months.
•Achieving Sales Target.
•Completing the target with each individual aspect.
•Handling complaints regarding any customer issue and find the way to resolve it and apply customer satisfaction.
•Joined the Store Training team which includes to give the updates of the company regarding the retail department to the agents for 2 months.
•Joined the store archiving team which includes the responsibility of archiving the (contracts, cheques, credit card reports) to our archiving team in 6 October Location correctly with the dates updated for 3 months.
•Joined the store inventory team which includes keeping the store inventory up to date with the latest products and with enough quantity of the devices and various number of lines to be able to meet the customer need and as well be enough for the customers flow at the store for 4 months.
•Won the 1st place with my store team in the retail region contest.
•Managing Daily reports for office from our sites.
•Making reports for the attendance & overtime bounce.
•Creating new presentations for our projects and accomplishments.
•Getting the best deals for the parts needed for our units.
•Managing the office operations.
2007 to 2011 " Bachelor of Commerce " College Name: Modern Academy Maadi, Katamya Branch
2004 to 2007 Graduated From Secondary School SCHOOL NAME, El Ibrahymia Secondary School For Boys