Ibrahim Youness

Customer Service SpecialistFull Time

• Job Details:Customer Escalation team Representative (January 2014 – April 2016) • Resolve customers escalations • Take effective decisions on customers situations • Re-established customers relation if broken • Resolve all inquiries and concerns once and for all Resolution Support Desk Manager (March 2013 – December 2013) • Support partner agent assisting on billing and service inquiries • Support agent with device unlocking request • Coaching agent to be more self-sufficient • Improve partner agent systems and procedures Customer Relation Representative May 2010 – March 2013) • Build relation with customers for better experience • Handle customers inquiries and concerns • Retain existing customer from canceling • Take appropriate action to efficiently resolve issues Customer Service Representative (April 2009 – Mai 2010) • Handle incoming calls • Listen to customers, analyze their needs and offer adapted solution – sales • Promote Rogers products and service • Take appropriate action to efficiently resolve issues