Basic Info

Karim Beshara

9 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

CC Business Solutions Support Senior Rep ( Hosting Services ) at Vodafone

Experience Details

CC Business Solutions Support Senior Rep ( Hosting Services )

Customer Service/Support

Experienced (Non-Manager)

• Own all customer inquiries regarding web hosting & Cloud computing services ( Virtual Machine, Exchange, SharePoint, webhosting, Microsoft Office 365 ) as 1st Line support and other business solutions till closure and post resolution call to ensure customer satisfaction and close case.
• Participate in the testing & launching for the new Vodafone services ( Cloud service - Web2SMS )
• Conduct outbound calls for problems received from customers through any touch point (retail, call centers & corporate sales) or received through business solutions mailbox to ensure solving the customer problem according to the SL.
• Ensure that any further analysis to the customer problem is conducted including searching the supplier related internet site are done according to SL.
• Provides relevant and accurate information (Services, Products & Policies).
• Escalate all technical inquiries to the specified 2nd line department through a standard SLA whenever needed and ensure that all escalations contain complete information to ensure resolution targets are achievable.
• Conduct the necessary orientation sessions to all Customer Care staff regarding newly launched products.
• Attending different UATs to ensure that any new business solution or product is compatible with systems and internal processes.
• Handle new complicated services and business solutions currently in the market.
• Contact related vendors & liaise with them reported problems.
• Monitor SLA time frames and report them till closure
• Meeting/exceeding department KPIs consistently & innovatively.
• Provide customer with appropriate options/right suggestion.
• To maintain average of the supervisor observations and the QA observations according to KPIs.
• Provide Some customers special visits to ensure solving their problem incase repeated and to assure total solution
• Take ownership of escalated service requests through problem resolution for the benefit of Vodafone’s customers.
• Acting on VOC with Full process to have it on production.
• Handle customer inquiries through Web Chat on Vodafone formal site.


Company Details

Vodafone (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.vodafone.com.eg

Nov 2013 to present (3 years 1 month)
Internal Inquiry Team Leader at Vodafone Egypt

Experience Details

Internal Inquiry Team Leader

Customer Service/Support

Experienced (Non-Manager)

team leader for the internal inquiry team which support the technical inquiries regarding mobile internet & ADSL services for Vodafone employees with following duties:-
• Plan meetings and work schedules.
• Clarify goals and tasks, and gather ideas for improvement.
• Appraise performance and counsel team members.
• Recommend new assignments & settle the KPIs for the team.
• Recruit, train, and develop team members.
• Encourage high performance and teamwork.
• Inform team members about organizational goals and expectations.
• Inform higher levels of work unit needs and accomplishments.
• Coordinate with others teams and support the rest of the organization


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.vodafone.com.eg

Apr 2015 to present (1 year 8 months)
CC Business Solutions Support Senior Rep ( 2nd Line Support ) at Vodafone

Experience Details

CC Business Solutions Support Senior Rep ( 2nd Line Support )

Customer Service/Support

Experienced (Non-Manager)

• Act as a Second line of support to all VF Egypt business solutions users inquiries
( Blackberry – IPhnoe – 3G routers –USB- Mobile internet & ADSL)
• Receive technical inquiry calls from first line agents & handle the call according to SL with acceptable technical knowledge to be able to enhance quality of services offered.
• Act as a first line of support to Sherkety service customers (Web-hosting & sending Bulk SMS Campaigns services) & handle the call according to SL with acceptable technical knowledge to be able to enhance quality of services offered.
• Conduct outbound calls to customer problems received from call center / corporate agents through I-Care mailbox to ensure solving the customer problem according to the SL.
• Handle escalated calls from either the call center or directly from the customers to an outcome of maximum customer satisfaction.
• Ensure that any further analysis to the customer problem is conducted including searching the supplier related internet site are done according to SL.
• Where applicable directly coordinate with customers to assist them with any questions or issues arising from their use of Vodafone’s business solutions and hardware.
• Provides relevant and accurate information (Services, Products & Policies).
• Own all customer inquiries regarding business solutions till closure and post resolution call to ensure customer satisfaction and close case
• Escalate all inquiries to the specified department through a standard SLA whenever needed and ensure that all escalations contain complete information to ensure resolution targets are achievable.
• Conduct the necessary orientation sessions to all COPS staff regarding newly launched products & services,
• Contact related vendors & liaise with them reported problems.
• Monitor SLA time frames and report them till closure
• Meeting/exceeding department KPIs consistently & innovatively.
• Provide customer with appropriate options/right suggestion.
• To maintain average of the supervisor observations and the QA observations according to KPIs.
• Ensure elimination of wrong transactions that leads to financial negative impact.
• Take ownership of escalated service requests through problem resolution for the benefit of Vodafone’s customers.


Company Details

Vodafone (multinational)

Cairo, Egypt

N/A

Telecommunications

www.vodafone.com.eg

Jun 2012 to Oct 2013 (1 year 4 months)
CC Business Solutions Support Senior Rep ( First Line Support ) at Vodafone

Experience Details

CC Business Solutions Support Senior Rep ( First Line Support )

Customer Service/Support

Experienced (Non-Manager)

• Act as a first line of support to all VF Egypt business solutions users inquiries
( Blackberry – IPhnoe – 3G routers –USB- Mobile internet )
• Receive technical inquiry calls from call center / corporate agents & handle the call according to SL with acceptable technical knowledge to be able to enhance quality of services offered.
• Conduct outbound calls to customer problems received from call center / corporate agents through I-Care mailbox to ensure solving the customer problem according to the SL.
• Handle escalated calls from either the call center or directly from the customers to an outcome of maximum customer satisfaction.
• Ensure that any further analysis to the customer problem is conducted including searching the supplier related internet site are done according to SL.
• Search the internet on regular basis, gather & consolidate the needed information “data supplier” & publish it on a user friendly language by using “I-Care Home Page”.
• Where applicable directly coordinate with customers to assist them with any questions or issues arising from their use of Vodafone’s business solutions and hardware.
• Own all customer inquiries regarding business solutions till closure and post resolution call to ensure customer satisfaction and close case
• Escalate all inquiries to the specified department through a standard SLA whenever needed and ensure that all escalations contain complete information to ensure resolution targets are achievable.
• Conduct the necessary orientation sessions to all COPS staff regarding newly launched products & services,
• Handle new complicated devices and business solutions currently in the market
• Contact related vendors & liaise with them reported problems.
• Monitor SLA time frames and report them till closure
• Meeting/exceeding department KPIs consistently & innovatively.
• Provide customer with appropriate options/right suggestion.
• To maintain average of the supervisor observations and the QA observations according to KPIs.
• Take ownership of escalated service requests through problem resolution for the benefit of Vodafone’s customers.


Company Details

Vodafone (multinational)

Cairo, Egypt

More then 1000 employees

Telecommunications

www.vodafone.com.eg

Jan 2011 to May 2012 (1 year 4 months)
Senior Sales Executive at LARA Licensed Assemblers And Re-exporters

Experience Details

Senior Sales Executive

Sales/Retail

Experienced (Non-Manager)

• Promoted C/S Products to different market Segments (retail, manufacturing, healthcare, etc…).
• Conducted site surveys to provide tailored C/S Products that suit customer’s needs.
• Maintained the company’s competitive edge by preparing comparative Analysis of competitor’s Brands & prices.
• Built strong & fruitful relationships with Contractors.
• Conducted professional presentations & live demonstrations on C/S Products for major customers.
• Achieving the target quotas.


Company Details

LARA Licensed Assemblers And Re-exporters

Giza, Egypt, Egypt

11-50 employees

Construction - Industrial Facilities and Infrastructure

N/A

Dec 2009 to Aug 2010 (8 months)
Products Manager at Gargour Technologies

Experience Details

Products Manager

Marketing/PR/Advertising

Manager

• Responsible for establishing new department with the concerning of Automatic labeling machine.
(Brand Avery Dennison)
• Handling the technical support with the foreign suppliers.
• Responsible for all foreign purchasing including the negotiation of the prices.
• Determine the marketing plan for each market segments
• Periodical products sales forecast.
• Managing the complete cycle of products inventory control – from purchasing to sales
• Responsible for dealing with shipping companies.
• Determine key customers for different Auto ID solutions.
• Responsible for studying & preparing all the necessary documents for tenders
• Increasing the market share of our company
• Organizing all the activities for the company’s exhibitions
• Manage self-directed team


Company Details

Gargour Technologies

Cairo, Egypt

101-500 employees

Information Technology Services

www.gargour.com

Jun 2008 to Nov 2009 (1 year 5 months)
Product Executive at Gargour Technologies

Experience Details

Product Executive

Marketing/PR/Advertising

Experienced (Non-Manager)

• Contact the suppliers to follow up our shipments.
• Study the tenders and prepare the technical & financial proposal.
• Help the salesmen in creating the solution for their customers.
• Assisted in design and preparation of all marketing material (Brochures, leaflets, etc...)
• Prepared all material for specialized magazines editorials and press releases.
• Prepare presentations for the salesmen in their operations.
• Training the new employees about: -
1- Our products and how can they use it in our applications.
2- Introduce the applications which the company working in.
• Responsible for researches of the company actual products and new potential brands.


Company Details

Gargour Technologies

Cairo, Egypt

101-500 employees

Information Technology Services

www.gargour.com

Jul 2006 to Jun 2008 (1 year 11 months)
Sales Engineer at Gargour Technologies

Experience Details

Sales Engineer

Sales/Retail

Entry Level

• Promoted barcode solutions to different market Segments (retail, manufacturing, healthcare, etc…).
• Conducted site surveys to provide tailored Auto ID solutions that suit customer’s needs.
• Maintained the company’s competitive edge by preparing comparative Analysis of competitor’s Brands & prices.
• Built strong & fruitful relationships with business partners & dealers.
• Conducted professional presentations & live demonstrations on different software & hardware for major customers.
• Achieving the target quotas.


Company Details

Gargour Technologies

Cairo, Egypt

101-500 employees

Information Technology Services

www.gargour.com

Feb 2006 to Jul 2006 (5 months)

Education

MBA in Global Management

Education Details

MBA

Global Management

ESLSCA, Egypt

B / Very Good / 75 - 85%

N/A

N/A

ESLSCA
2015 - 2018 (Expected)
Technical Diploma in Sales Management

Education Details

Technical Diploma

Sales Management

American University in Cairo (AUC), Egypt

B / Very Good / 75 - 85%

• The Post Graduate Diploma in

N/A

American University in Cairo (AUC)
2006 - 2008
Bachelor of Engineering in Electronics & Communication Engineering

Education Details

Bachelor of Engineering

Electronics & Communication Engineering

Arab Academy for Science & Technology & Maritime Transport, Egypt

B / Very Good / 75 - 85%

N/A

N/A

Arab Academy for Science & Technology & Maritime Transport
1997 - 2002

Training and Courses

Training/Course Details

PMD (Project management diploma),

Jul 2013

RITI

N/A

This profile is not updated!
Last update more than 3 months ago.

Jobseeker photo

Profile Skills and Keywords

ArabicBusiness DevelopmentCC Business Solutions Support Senior Rep ( 2nd Line Support )CC Business Solutions Support Senior Rep ( First Line Support )CC Business Solutions Support Senior Rep ( Hosting Services )CommunicatorConstruction - Industrial Facilities And InfrastructureCustomer ServiceElectronics & Communication EngineeringEnglishFishingFootballGlobal ManagementHostingInformation Technology ServicesInternal Inquiry Team LeaderMBAMS OfficeMarketingMicrosoft OfficeOrganizerPMD (Project Management Diploma),PlannerProduct ExecutiveProducts ManagerRetailSalesSales EngineerSales ManagementSenior Sales ExecutiveSupportSupportiveTeam PlayerTelecommunicationsVodafoneVodafone Egypt

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Advanced

: Advanced

: Advanced

: Advanced

Tools and Technologies

Microsoft Office

Microsoft Office

: Advanced

: Extreme - I love it!

:

5-7 years

Fields of Expertise

MS Office

MS Office

: Advanced

: Extreme - I love it!

:

More than 7 years

Hosting

Hosting

: Intermediate

: High

:

1-3 years

Key Skills

Planner, Communicator, Organizer, Team Player, Supportive

Online Presence

karim emad beshara

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