Mohamed Hassan

• Coordinate FTTH service orders from sales to field execution, ensuring coverage and accuracy.
• Supported the sales team by preparing quotations, contracts, and service documentation, improving order
accuracy and processing efficiency.
• Provided accurate customer data and service details to the sales field team, enabling efficient service
delivery.
• Conducted customer ID verification (KYC checks) to ensure eligibility and compliance with telecom
regulations.
• Filtered and prepared qualified customer data for the tele sales team, improving targeting and conversion
efficiency.
• Maintained and updated customer databases and records, ensuring accuracy and completeness.
• Managed FTTH service activations for both prepaid and postpaid customers.
• Ensured adherence to SLA policies for service activation, consistently meeting defined timelines and
performance standards.
• Delivered training, onboarding support, assigned eligible FTTH installation orders to call center agents on
FTTH processes, systems, service standards and providing feedback.
• Supervised and supported the call center quality team, ensuring adherence to company policies and service
guidelines.
• Verified order eligibility and ensured readiness before dispatching for installation
• Coordinated with call center agents to streamline customer onboarding and activation process
• Liaise with installation & maintenance for ONT activation and service provisioning, verifying proper
connectivity.
• Communicate installation updates and service status to customers, resolving inquiries and complaints.
• Maintain accurate records of pending, completed, and delayed installations.
• Monitor company account balances and update internal wallets to ensure seamless service provisioning and
accurate billing.
• Prepare daily, weekly, and monthly operational reports; monitor SLA compliance.
• Collaborate with sales, installation & maintenance teams to ensure smooth workflow.

• Delivered multichannel support (email, chat and social media) with 1 min average response time.
• Responded to customer inquiries, complaints, and feedback in a timely and professional manner.
• Created content templates for standard responses and improved reply efficiency.
• Collected and analyzed data to report on customer sentiment, engagement trends, and FAQs.
• Collaborated with marketing and customer service teams to improve engagement and brand
perception.
• Maintained brand voice and tone across all digital communications.
• Monitored and managed daily activity across multiple social media platforms (e.g., Facebook,
Instagram, Twitter, TikTok, LinkedIn).
• Achieved 95%+ first-contact resolution on technical and account-related issues
• Collected and analyzed customer’s support data to report on customer sentiment, engagement
trends, and FAQs.
• Reduced ticket volume by 15% through proactive content and system optimization
• Created a knowledge base that reduced call volume by 20%
• Monitor META Business Suite and chatbots, ensuring 99%+ response accuracy and brand
consistency.
• Handled crisis communication and escalations on social media platforms in coordination with
management and legal teams.
• Trained and mentored junior team members in content creation, social media trends, and customer
interaction best practices.
• Developed customer education resources (tutorials, guides), boosting feature adoption.
• Collaborated with Product teams to resolve UX pain points based on feedback.
• Maintained 90%+ CSAT scores consistently.
• Documented and escalated issues with clear reproduction steps for engineers.
• Reported performance metrics including resolution time and FCR via CRM tools.
• Sustained 99%+ response rate across digital channels.

• Surpassed sales targets by 120%+ through strategic prospecting and outreach
• Closed deals averaging $25K+ through effective negotiation and product presentation
• Managed 50+ active client relationships, ensuring retention and satisfaction
• Analyzed market trends to uncover new opportunities
• Collaborated with marketing on targeted campaign execution
• Maintained accurate CRM data (Salesforce/HubSpot) with 100% integrity
• Increased revenue by 30% through upselling and cross-selling strategies
• Prepared weekly performance reports and forecasts

• Handled 50+ customer inquiries daily with a 90%+ first-call resolution rate
• Resolved billing, service, and technical issues, reducing escalations by 25%
• Maintained 95%+ CSAT through empathetic communication
• Processed 100+ weekly transactions with 100% accuracy in CRM systems
• Maintained SLA compliance with