Technical Support Senior Advsior
Etisalat Misr
Total years of experience :5 years, 8 Months
SUMMARY
To manage the day-to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards and sales targets, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication conduit between Front liners and Management. To offer creative solutions.
December, 2006
Also I joined, Tier 2 as Technical Support Advisor, lately. I was responsible for escalations to Microsoft and calling customers back to follow up their issues and helping them in resolving it permanently.
October, 2006
Working as a International Technical Support Agent for Microsoft Xbox, and Xbox 360 Account (Solving hardware and software issues online or escalating them to Microsoft)
Duties include:
Own and manage the customer relationship: resolving calls in an efficient and timely manner. Ensure service level agreements are met and maintained. Working as part of a team to ensure the Customer Services function offers World Class Customer Service at all times. Provide internal and external customers with accurate and timely information. Express free thought and empowerment through the improvements of process and procedure.
To communicate positively with all involved departments in order to facilitate customers receive the expected distinguished service. Model the Vision and Mission statements of the Customer Operations Department. Mentor and support new employees. Make follow up to ensure resolving customers problems on time.
Courses include:
Behavioral Training, provided by Xceed Contact Center, on how to deal with customers and use positive language.
July, 2005
Worked as Sales Executive (Account manager): Establish new customers (such as: Radio Shack) and maintain existing ones. Build strong relationships with clients and increasing number of customers. Study and understand products features, functions, and specs. Call, visit and meet contacts in client companies, prompt products and explain their uses, search for potential clients, and obtain feedback on products from clients.
January, 2005
Worked in Telesales department responsible for selling Personal Computers and Call prospective customers to explain type of service or product offered, Quotes prices and tries to persuade customer to buy. Prepares report on sales activities. Coordinate between the client needs and company. Responsible for servicing clients, achieving sales goals, and collections