Basic Info

Bassem Fawzy

7 years

Dubai, United Arab Emirates

Bachelor's Degree

Experienced

Work Experience

Technical Support Rep at Teleperformance UAE

Experience Details

Technical Support Rep

Customer Service/Support

Experienced (Non-Manager)

1. Helping Customers with Software Issues on their iPhones ,MACs, iPods and Ipads

2.helping customer with remote Access to get their PCs and phones to help with professionally getting their products fixed


Company Details

Teleperformance UAE

Dubai, United Arab Emirates

501-1000 employees

Consumer Services

www.teleperformance.com

Dec 2016 to present (8 months)
Quality Coach at Vodafone International Services

Experience Details

Quality Coach

Quality

Experienced (Non-Manager)

Job Description:

Analyzes/audits service transactions and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the Call Center.
· Provides structured and timely recommendations; verbal and/or written feedback to Quality Manager, Call Center leadership, Call Center operations, analysts and the Service Quality teams.
· Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities.
· Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all Call Center teams and sites.
· Uses Call Center tools to gather data and analyze trends or patterns affecting quality using Microsoft Office ( Excel, PowerPoint )
· Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
· Develops and conducts targeted one on one coaching sessions to address Service Quality deficiencies and/or improvement opportunities.
· Delivering Quality Training and inductions tackling Soft-Skills and how to deal with customers

* Required qualification:

- Analytical Thinking Skill
- Coaching Skills
- Leading and Motivation Skills
- Strong Comunication Skills
- Good Command of MO for reporting purposes
- Working under preasure and the ability to lead new changes


Company Details

Vodafone International Services (multinational)

Cairo, Egypt

More than 1000 employees

Consumer Services

www.vodafond.com.eg

Mar 2011 to Dec 2016 (5 years 9 months)
Support Professional at Stream Global Services

Experience Details

Support Professional

Customer Service/Support

Entry Level

* Job Description:

Responsible for providing first level problem resolution for all incoming service inquiries. Perform all phases of troubleshooting including interpretation, analysis, research, and resolution of technical problems for the specified hardware/software product(s)

Provide technical support via telephone and/or other electronic mediums for a major product category.

Provide a high level of professional, competent support to all customers in pre-sales and post-sales situations.

Employ a high level of interpersonal and communication skills to defuse customer frustration and move toward a solution. Escalate complex problems as necessary.

Identify the degree of customer’s technical knowledge and adjust problem solving communications accordingly.

Deliver quality technical resolutions in a timely manner by interpreting customer problems, researching available resources, and applying solutions in accordance with established guidelines and procedures.

Achieve and maintain to a performance standard. Including but not limited to; average handle times, call quality, customer satisfaction.

Log all incoming calls and accurately create case notes in a call tracking database.

Search and retrieve data from various databases.

Participate in training activities to maintain technical currency, and to broaden product knowledge.

Qualifications:

Skill in providing an exceptional customer experience.
Skill in verbal and written communication to analyze, interpret and address customer needs.
Knowledge of computer hardware.
Knowledge of computer operating systems. Including but not limited to one or more of the following; Windows XP, Vista and Windows 7.
Ability to work in a time critical environment.
Ability to be flexible and quickly adapt to changing business needs and processes.
Ability to employ professionalism and self-control in deescalating the upset customer.
Ability and willingness to provide presales support.
Ability to promote and sell products or services.
Ability to sit at a computer keyboard, view a computer monitor, and use a telephone headset for extended periods of time


Company Details

Stream Global Services (multinational)

Giza, Egypt

501-1000 employees

Outsourcing/Offshoring

www.stream.com

Aug 2010 to Jan 2011 (5 months)

Education

BA in English Language and literature

Education Details

BA

English Language and literature

Ain Shams University, Faculty of Arts, Egypt

C / Good / 65 - 75%

N/A

N/A

Ain Shams University, Faculty of Arts
2006 - 2010
High School - Thanaweya Amma

High School Details

Thanaweya Amma

khaled ibn alwaleed

Egypt

2006

A / Excellent / 85 -100%

N/A

khaled ibn alwaleed
2006

Training and Courses

Training/Course Details

“EDU Egypt Program” in Outsourcing Industry, sponsored by IBM, Infosys & First Source

Jul 2010

Ain Shams University

N/A

Training/Course Details

“Introduction to marketing”

Apr 2009

Ain Shams Models of United Nations (ASMUN) courses programs'

Session by: Marwa Rakha, marketing professor in AUC

Training/Course Details

How to Market Yourself

Nov 2009

Non-Gov Social Activties

session by Marwa Rakha, marketing professor in AUC

Training/Course Details

Book Reviewing (literary fiction)

Aug 2009

Online Training

online course July 15th - August 20th / 2009: by Prof. Ahmed Gamal , Associate Professor English Dept. - Faculty of Arts - Ain Shams University

Training/Course Details

Vodafone Way of Care (Team Leaders Module)

Jun 2016

Vodafone Interntional Services

* it's a new program of delivering the best customer experience and increasing the customer's loyalty to the brand * learning new coaching modules and ways to enhance the employees performance and help them achieving the company strategy

This profile is not updated!
Last update more than 1 months ago.

Jobseeker photo

Profile Skills and Keywords

AnalyticalAndroidArabicBook Reviewing (literary Fiction)Consumer ServicesCustomer ServiceEnglishEnglish Language And LiteratureHow To Market YourselfInteractiveLeaderMac OSMicrosoft OfficeOffshoringOutsourcingPerformance ManagerQuality AssuranceQuality Assurance CoachQuality CoachQuality ControlStream Global ServicesSupportSupport ProfessionalSupportiveTeam PlayerTechnical Support RepVodafone International ServicesVodafone Way Of Care (Team Leaders Module)EDU Egypt Program In Outsourcing Industry, Sponsored By IBM, Infosys & First SourceIntroduction To Marketing

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Arabic

Arabic

: Fluent

: Advanced

: Fluent

: Fluent

Tools and Technologies

Android

Android

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Office

Microsoft Office

: Advanced

: Extreme - I love it!

:

More than 7 years

Mac OS

Mac OS

: Advanced

: High

:

Less than 1 year

Fields of Expertise

Performance Manager

Performance Manager

: Expert

: Extreme - I love it!

:

1-3 years

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

5-7 years

Quality Assurance Coach

Quality Assurance Coach

: Advanced

: Extreme - I love it!

:

1-3 years

Key Skills

Analytical, Leader, Interactive, Team Player, Supportive

Online Presence

https://www.facebook.com/bassemxplodehttps://www.twitter.com/bassemafawzy

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