Abd El Rahman Ali Radwan
Technical Support Supervisor at Etisalat Misr
Mounib, Giza, EgyptWork Experience
Technical Support SupervisorFull Time
Feb 2025 - Present -5 months
Egypt , Cairo
- Job Details:Technical Support Supervisor | Team Leader | Customer Success Advocate | Experienced in [Mobile Service, ADSL Gated Communities technologies]. Driving customer satisfaction through proactive support and efficient problem resolution. Passionate about building high-performing teams and fostering a culture of continuous improvement. Connect with me to discuss how I can help your organization achieve its support goals.
Gated Communities CRMFull Time
May 2022 - Apr 2023 -11 months
Egypt , Cairo
- Job Details:Leading the implementation of a comprehensive Customer Relationship Management (CRM) system specifically designed for gated communities. This involves analyzing customer data and feedback to identify areas for improvement and develop actionable strategies to enhance overall customer satisfaction. Collaborating with cross-functional teams to streamline processes and improve communication channels, resulting in enhanced efficiency and customer experience. Additionally, conducting training sessions for gated community staff to ensure smooth adoption and utilization of the CRM system. And finally, monitoring and evaluating key performance indicators to measure the success and impact of the CRM system on customer retention and revenue growth.
Gated Communities Account ManagerFull Time
Dec 2021 - Apr 2022 -4 months
Egypt , Cairo
- Job Details:Successfully managed a portfolio of gated community accounts, ensuring high levels of customer satisfaction and retention. - Developed and implemented tailored communication strategies to effectively engage with gated community residents, resulting in increased customer loyalty and revenue growth. - Collaborated with cross-functional teams to address customer needs and resolve issues in a timely manner, maintaining strong working relationships with internal stakeholders. - Conducted regular performance reviews and provided strategic recommendations to gated community clients to optimize their telecommunications services and enhance overall resident experience. - Actively monitored market trends and competitor activities to identify new business opportunities and enhance service offerings for gated communities. - Consistently met and exceeded sales targets, contributing to the company's overall revenue growth.
Senior specialistFull Time
- Job Details:• Handle all incoming/outgoing calls of the call center. • Handling all the VIP customers ( Ministers / stars / Army Leaders / Business Men ) • Provide follow up, occasional campaigns and call backs blended with normal inbound calls. • Provide best possible service to both external and internal customers to achieve highest level of customer satisfaction. • Handle and solve all inquiries, requests and complaints received via all channels available (phone, fax, e-mail and …etc.) • Communicate with other Customer Care sub-divisions to answer all relevant customer inquiries (e.g. Credit, Customer Support and Activation, Outbound & Save Initiatives…etc). • Communicate with other departments all relevant customer inquiries if applicable. • Achieve the requested staffed time on a daily basis to minimize lost call rate. • Provide proper information to customers with complete and comprehensive understanding of Orange products and services. • Fully understand and adhere to company policies and procedures that generate personal and professional credibility and trust. • Respect and apply company vision, mission and values. • Fully understand both individual and company objectives, and work on achieving them effectively and efficiently. • Use available methods and tools to develop own skills. • Use the available tools and systems to provide the correct information to customers (applications, intranet briefings, attending trainings….etc). • Keep up-to-date with all the services and products provided by Orange. • Resolve all customer complaints, requests and inquiries within the pre-determined SLA’s. • Escalate problems, report suspected fraud and provides relevant feedback to the right channels.
Education
Bachelor's Degree in Accounting
Thebes AcademyJan 2011
High School - Other
El Wesam Experimental Language SchoolJan 2007
Activities
Disc jockey at Nile FM
Volunteering
Jan 2011 - Present -14 yrs, 6 months
Achievements
Certainly! Gated communities CRM (Customer Relationship Management) during the pilot phase refers to the implementation and testing of a CRM system specifically designed to cater to the unique needs and requirements of gated communities. In this phase, the CRM system is being introduced and utilized within a limited number of gated communities to evaluate its performance, functionality, and effectiveness in managing customer relationships and improving overall community operations. Key features and functionalities of the Gated Communities CRM during the pilot phase may include: 1. Contact Management: The CRM system allows for the efficient management and organization of resident and vendor contacts, including their personal information, communication preferences, and interaction history.
Skills
- Customer Support
- Customer Service
- Customer Care
- customer relations management
- Customer Satisfaction
- Customer Experience
- Customer Survey
- English
- Team Leadership
- Communication
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Languages
English
Fluent
Training & Certifications
Managing As a Coach
University of California·2021Technical Assessment
Orange Egypt·2021Language Assisment ( For common European framework )
Orange Egypt·2021E-learning courses
Orange Egypt·2018• CUSTOMER EXPERIENCE COURSE ( QUEST & ORANGE)
Quest·2017• CUSTOMER SERVICE CONFRONTATION CERTIFICATE
Mobinile·2015• WORK FIELD EXPERIENCE ( XCEED – SMART VILLAGE )
Xceed·2014Free studies for communication skills
AUC·2011