Basic Info

Michael adly

11 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Team leader training Mobile Maintenance Specialist at Tecno Mobile Egypt

Experience Details

Team leader training Mobile Maintenance Specialist

Engineering - Telecom/Technology

Manager

train new candidates in Maintenance and make them achieve the daily target and work with them and train them soldering L3 in Maintenance hardware and software .
responsible for the new symptoms in mobile how to resolve and escalate it to the company headquarter in china .
Handle customers and agents that have issue with Maintenance and try to solve it .

Note ( help the company in establish the Maintenance in Egypt )




Company Details

Tecno Mobile Egypt

Cairo, Egypt

51-100 employees

Engineering Services

http://www.tecno-mobile.com/

Apr 2014 to present (2 years 8 months)
Supervisor Service Centre at Carlcare ( Tecno,Infinix,Itel )

Experience Details

Supervisor Service Centre

Operations/Management

Manager

Responsible for the main branch in Cairo :
Delegating tasks
Monitoring the team performance
Helping the new stuff for receiving training
Handling complaint from both stuff and customers .
Helping to hire new staff
Reporting to management the Abnormal cases in all section .
Responsible for follow the incoming shipment from china to Egypt ( spare parts , swap units ) to follow it with the agent that will clear the shipment .responsible review bills for customs and clearance and send it with detail information and translation with attached invoice in sheet to management .
Responsible for the incoming cash to the branch and delivery weekly to the management & also responsible for purchasing any branch requirements like : warehouse requirements in some spare parts are shortage or some swap devices shortage to buy with discount from the market .
Making Team Meetings weekly .
Responsible for sending weekly reports and monthly reports & sending payroll every end of the month to the china management .


Company Details

Carlcare ( Tecno,Infinix,Itel ) (multinational)

Cairo egypt, Egypt

51-100 employees

Engineering Services

http://www.carlcare.com/

Apr 2014 to present (2 years 8 months)
Public Relations & Customer Relationship Management at Carlcare ( Tecno,Infinix,Itel )

Experience Details

Public Relations & Customer Relationship Management

Customer Service/Support

Manager

Dealing with buyers, store managers and regional managers of major retail chains also three operators in Egypt.
•Create new channels with all government and other external Organizations
and dealing with consumer protection ( CPA ) and also dealing with National Telecommunications Regulatory Authority ( NTRA ) the complaint that came from the customers .
•Arranging visits to customers to the Branch to solve the complaints
•Providing the customers with accurate information related to the company’s products and services.
•Ensure that all complaints are received and handled efficiently in a way that exceeds our customers’ expectations
•coordinate between The Customers and the other branches
•Handling all of service requests through the service requests by customers investigate their request to solve their problems with the maximum satisfaction and according to the request service level .
•Contact with all Customer to inform them about campaign and arrange appointment to visit the nearest branch
•Contact the Customer to inform them about recall and arrange appointment to visit the nearest branch
•Prepare Daily reports show the No of complaint
Responsible for the call center : • Monitors numbers of calls that agents handle each hour to ensure each agent is taking the required number of calls.
• Checks the wait time for customers on hold to make sure they are not waiting unreasonable lengths of time.
• Informs management when wait times consistently remain too long so that management may consider hiring additional employees to prevent customers from hanging up and calling a competitor.
• Reviews all call reports.
• Maintains call agent attendance records.
• Trains new call center agents.
• Meets with management to report the progress of the call agent team.
• Provides helpful feedback and positive communication to motivate call agents.
• Runs regular staff meetings with the call agent team.
• Keeps up with industry news.
• Trains call agents on new computer or telephone equipment as well as new products and services offered by the company.
• Communicates any company policy and procedure changes to call agents.
• Makes sure agents participate in continuing education to maintain any required certifications.
• Maintains any certifications the company requires of supervisors through continuing education or advanced training.
Responsible for the collection point contracts to make and meet new companies to make agreement for collection point and achieve the target .
have strong experience with dealing with companies (Souq , jumia , orange , mass , Elsafy , KMG , Login , union group )


Company Details

Carlcare ( Tecno,Infinix,Itel ) (multinational)

Cairo, Egypt

51-100 employees

Electronics and Semiconductors

N/A

Mar 2014 to present (2 years 9 months)
Team leader at Carlcare ( Tecno,Infinix,Itel )

Experience Details

Team leader

Engineering - Telecom/Technology

Manager

Responsible for leading a team to achieve daily target and monthly target.
Training new employee in Maintenance how to assembly and disassembly the mobile phone (feature phone, smart phone) and Training them how to use the equipment’s of the mobile Maintenance like, hot air, soldering, hot gun, heater...
Responsible for analyze the new symptom that have manufacturer problem and make escalation and send it to the HQ for the quality department.
responsible for new models release , infinix , tecno , itel to download the software from the main server and support the branches with the latest software and also provide them with the service manual and schematic.
Create reports to update the company on the team progress.


Company Details

Carlcare ( Tecno,Infinix,Itel ) (multinational)

Cairo, Egypt

51-100 employees

Engineering Services

http://www.carlcare.com/

Apr 2014 to Apr 2015 (1 year)
Technical support CC. at Etisalat u.a.e

Experience Details

Technical support CC.

Customer Service/Support

Experienced (Non-Manager)

Etisalat Certificate TRAINING for Technical support .

Etisalat as Technical support and cc. for UAE customers for configuring gpon networks and configuring DSL and support trouble shooting for iptv for elife and evision . Answering customers calls & inquires. Handling customer complains. Keep up date with the new products and services of the company. Support proxy server & domain & web hosting,handle billing and complains .




Company Details

Etisalat u.a.e (multinational)

Cairo, Egypt

N/A

Telecommunications

etisalat.ae

Apr 2012 to Apr 2014 (2 years)
Administrative Secretary at Advice Insurance consultations

Experience Details

Administrative Secretary

Administration, Customer Service/Support, Medical/Healthcare

Experienced (Non-Manager)

Administrative SecretaryTasks composes & types routine correspondence (English and Arabic typing) and Office management & communication, Managing e-mail in & out. Handling incoming & outgoing mails & faxes and follow up., customers over phone and face to face.

Review claims and invoices of medical polices and follow up with insurance companies to finalize outstanding claims
Insurance company dealing with Bupa and axa , Allianz , Amig


Company Details

Advice Insurance consultations

Cairo, Egypt

11-50 employees

Insurance

N/A

May 2011 to Feb 2012 (9 months)
Mobile Maintenance at RAYA NOKIA CARE

Experience Details

Mobile Maintenance

Customer Service/Support, Installation/Maintenance/Repair

Experienced (Non-Manager)

Maintenance Engineer in all models of Nokia phones and Samsung phones hardware and software, build software station and build ESD station., install and configure Remedy and outlook And as Customer care handle customers Issues

• Office management & communication, managing e-mail in & out. Handling incoming & outgoing mails & faxes and follow up

General tasks composes & types routine correspondence (English and Arabic typing)

Maintenance Engineer in all models of Nokia phones and Samsung phones hardware and software, build software station and build ESD station

Install and Configure Remedy and outlook


Company Details

RAYA NOKIA CARE

Cairo, Egypt

More then 1000 employees

Computer Hardware, Electronics and Semiconductors, Telecommunications

N/A

Jul 2008 to Nov 2010 (2 years 4 months)
Technical support at Computer World

Experience Details

Technical support

IT/Software Development, Customer Service/Support

Experienced (Non-Manager)

Technical support Installing & configuring Desktop pc Hardware & software, gathering Pc's. Configuring routers, • Installing & configuring Desktop pc, LAPTOP.
• Customer services handle customers over phone and face to face.

• Installing & configuring Desktop pc, LAPTOP (DELL, ACER, ASUS, HP, a Toshiba).

• Strong experience with Windows XP, Windows vista, Windows Server 2003, windows 7.

• Microsoft Office Outlook/ Microsoft Office XP, 2003, 2007

• Install Oracle 11g on Windows vista & Symantec antivirus / spy ware removal / Symantec ghost

• Install and Configure Hard ware & software, gathering Pc's. / Configuring routers

• Office management & communication, managing e-mail in & out. Handling incoming & outgoing mails & faxes and follow up

• General secretarial tasks composes & types routine correspondence (English and Arabic typing)

• Maintenance Engineer in all models of Nokia phones and Samsung phones hardware and software, build software station and build ESD station

Install and Configure Remedy and outlook

Install and Configure Linux

Maintenance in all kinds of xbox360 and PS3.


Company Details

Computer World

Cairo, Egypt

1-10 employees

Computer Hardware, Computer Games , Information Technology Services

N/A

Jun 2000 to Oct 2006 (6 years 4 months)

Education

Bachelor's Degree in law

Education Details

Bachelor's Degree

law

Ain Shams University, Egypt

C / Good / 65 - 75%

N/A

N/A

Ain Shams University
2000 - 2006
High School - Thanaweya Amma

High School Details

Thanaweya Amma

El Makrezy language school

Egypt

2000

B / Very Good / 75 - 85%

N/A

El Makrezy language school
2000

Certifications

Certificate details

• NOKIA Certificate TRAINING for (L1&L2)

Aug 2008

N/A

N/A

N/A

RAYA NOKIA

N/A

Certificate details

• Etisalat Certificate TRAINING for Technical support

May 2012

N/A

N/A

N/A

Etisalat

N/A

samsung LV 3
Mar 2012

Certificate details

samsung LV 3

Mar 2012

N/A

N/A

N/A

samsung

N/A

Training and Courses

Training/Course Details

ESD TRAINING

Aug 2008

RAYA

N/A

Training/Course Details

Samsung mobile hardware and software

May 2010

Samsung

N/A

Training/Course Details

CompTIA A+

Jun 2001

صخر

N/A

Training/Course Details

Maintenance soldiering

Apr 2014

Carlcare

Maintenance soldiering for motherboard for L2.5 and L3

Training/Course Details

Communication skills

May 2014

RAYA

Communication skills & soft skills

This profile is fresh!
Last update 11 days ago.

Jobseeker photo

Profile Skills and Keywords

AdministrationAdministrative SecretaryArabicAssistant ManagerCarlcare ( Tecno,Infinix,Itel )Communication SkillsCompTIA A+Computer GamesComputer HardwareCustomer ServiceCustomer SupportDesktop Support ExperienceESD TRAININGElectronics And SemiconductorsEngineering ServicesEnglishEtisalat U.a.eHandles StressHard WorkerHelp Desk TechnicianITInformation Technology ServicesInstallationInsuranceLawLinuxMaintenanceMaintenance SoldieringMaintenance TRAINING In All Models Of Nokia And Samsung Mobile Hardware And SoftwareManagementMedicalMicrosoft EXCELMicrosoft WordMobile Electronics InstallerMobile MaintenanceMobile Maintenance EngineersNegotiatorOutlookProblem SolverPublic RelationsPublic Relations & Customer Relationship ManagementRepairSamsung LV 3Samsung Mobile Hardware And SoftwareSoftware DevelopmentSupervisor Service CentreSupportTeam LeaderTeam Leader Training Mobile Maintenance SpecialistTeam PlayerTechnical SupportTechnical Support CC.TelecommunicationsWindows XP, Windows Vista, Windows Server 2003, Windows 7 Etisalat Certificate TRAINING For Technical Support NOKIA Certificate TRAINING For (L1&L2)

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Advanced

: Fluent

: Fluent

English

English

: Advanced

: Advanced

: Fluent

: Advanced

Tools and Technologies

Maintenance TRAINING in all models of nokia and Samsung mobile hardware and software

Maintenance TRAINING in all models of nokia and Samsung mobile hardware and software

: Expert

: Extreme - I love it!

:

3-5 years

Microsoft Word

Microsoft Word

: Advanced

: High

:

3-5 years

ESD TRAINING

ESD TRAINING

: Advanced

: Medium

:

3-5 years

desktop support experience

desktop support experience

: Advanced

: High

:

5-7 years

Windows XP, Windows vista, Windows Server 2003, windows 7

Windows XP, Windows vista, Windows Server 2003, windows 7

: Advanced

: High

:

More than 7 years

outlook

outlook

: Advanced

: High

:

3-5 years

Microsoft EXCEL

Microsoft EXCEL

: Beginner

: Medium

:

Less than 1 year

Linux

Linux

: Beginner

: Medium

:

Less than 1 year

Fields of Expertise

Mobile Maintenance Engineers

Mobile Maintenance Engineers

: Expert

: Extreme - I love it!

:

5-7 years

Assistant Manager

Assistant Manager

: Expert

: Extreme - I love it!

:

3-5 years

Public relations

Public relations

: Expert

: Extreme - I love it!

:

5-7 years

Technical support

Technical support

: Advanced

: High

:

More than 7 years

Customer Support

Customer Support

: Advanced

: Medium

:

5-7 years

Key Skills

Hard worker, Negotiator, Problem Solver, Handles Stress, Team Player

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