fady basem ramzy

Postpaid Save and retention Team senior SpecialistFull Time

• Job Details:• Mobinil - Egyptian Telecommunication and Mobile service company • Postpaid Save and retention Team senior Specialist from 12/2013 till present • Postpaid Complaint Handling senior Specialist from 10/2012 till 12/2013 • Personal Call Center Assistant from 10/2010 till 11/2012 (Member of Call Center Support Team) • Customer Service Representative from 7/2009 till 10/2010 • My current position duties as Postpaid Save and retention Team senior Specialist is consist of handling postpaid customer who want to porting out to other operators due to complaint or competitors offers by check customer pervious complaint history and report to complaint handling team to check customer complaint in case of compensation and reply with final feedback before coordinate with marketing for retention and handle too the potential customers who want porting in to Mobinil. • Since 3/2014 start to be responsible for the shift as team leader delegate in public vacations, night shift and in Friday shifts by distributing the cases to agents and coordinate with other departments as shit leader and handled the Save and retention department outside E-mails • My previous position was Complaint Handling Specialist and my duties was consist of handling Postpaid Customer complaints which submitted from call center and shops and other departments and compensate the customers in wrong charge cases and Reporting the Call center and shops by wrong actions and compensations due to human mistake and reporting the System Administrators with System error compensation. • My previous position was a Personal Call Canter Assistant and my duties consists of handling the Call Canter Representatives inquires specially the new hiring representatives and give Sessions (providing about 90 hours of training sessions ) for new offers and services and make the necessary communication between the call Canter and the others departments and shops