Fadi nabil

Work Experience

Tripscout

Sep 2022 - Sep 2024 -2 yrs

Job Details:Assisted customers with hotel bookings and resolved billing and accommodation issues. Boosted monthly revenue by $18,000 through upselling and cross-selling. Helped raise the company's Trustpilot rating from 0 to 4.5 stars with over 1,500 positive reviews. Conducted SLA analysis, reducing response times by 20% and improving efficiency. Trained new team members, enhancing overall team performance.

Jul 2021 - Jul 2022 -1 yr

Job Details:Acted as the main contact for inbound calls and emails regarding technical issues with Microsoft products. Managed the resolution process to promptly restore clients' systems. Worked with engineers from various departments to address complex incidents. Provided regular updates to clients for transparency. Achieved a 98% success rate in resolving technical escalations.

Vodafone Uk

May 2017 - Jun 2021 -4 yrs, 1 month

Job Details:Handled high-level escalation cases involving billing disputes, service outages, and legal concerns, preventing customers from pursuing third-party actions. Maintained a 90% customer retention rate by delivering personalized solutions and resolving critical issues efficiently. Collaborated with internal teams (billing, technical support, compliance) to address complex problems and maintain high KPIs for retention and satisfaction. Specialized in addressing customers who contacted Vodafone more than five times per week, resolving persistent billing, technical, or complaint-related issues. Achieved a 95% first-call resolution rate by providing tailored solutions and implementing long-term fixes. Shared actionable insights with management, leading to process improvements that reduced repetitive issues significantly. Managed inbound communications via phone, email, and chat, assisting customers with inquiries about Vodafone products and services. Resolved billing issues, technical problems, and general concerns while promoting add-ons, contract renewals, and newer handset models. Met or exceeded KPI targets for first-call resolution and customer satisfaction consistently.

Bachelor's Degree in accounting
Modern Academy for Engineering and Technology (MIS)
Jan 2019