MOHAMED Ahmed Zaki

CC, social media sales specialist

Haram, Giza, Egypt

Orange

May 2014 - Present -11 yrs, 2 months

Egypt , Cairo

Job Details:• Handle all incoming calls of the call center. • Handle outbound calls for follow up, occasional campaigns and call backs blended with normal inbound calls. • Provide best possible service to both external & internal customers to achieve highest level of customer satisfaction • Communicate with other Customer Service sub-divisions to answer all relevant customer inquiries (e.g. Credit, Customer Support & Activations, Outbound & Save Initiatives…etc) • Achieve the requested Staffed Time on a daily basis to minimize Lost Call Rate • Provide proper information to customers with complete & comprehensive understanding of Orange Products & Services and Policies & Procedures • Fully understand & adhere to company policies & procedures that generates personal / professional credibility & trust • Respect & apply company vision & values • Fully understand both individual & company objectives to achieve them effectively & efficiently • Use available methods & tools to develop own skills & information (applications, intranet briefings, attending trainings….etc) • Resolve customer complaints in time & treats them as business opportunities to ensure continuous improvement & development • Escalate problems & provides relevant feedback to the right channels • Contribute to the Upselling of Orange Products and Services

Raya

Jan 2014 - May 2014 -4 months

Egypt , Cairo

Job Details:Obtains client information by answering telephone calls; interviewing clients; verifying information. Determines eligibility by comparing client information to requirements. Establishes policies by entering client information; confirming pricing. Informs clients by explaining procedures; answering questions; providing information. Maintains communication equipment by reporting problems. Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures. Updates job knowledge by studying new product descriptions; participating in educational opportunities. Accomplishes sales and organization mission by completing related results as needed.

Xceed

Dec 2012 - Dec 2013 -1 yr

Egypt , Cairo

Job Details:Responsibilities: Receive inbound calls from participants with regards to 401(K) or other Retirement Plans Answer participant questions, as well as question participants to obtain full understanding of what information is being requested. Document all calls with regards to participant inquires accurately using Call Tracking System. Monitor Call Tracking for responses from administrative team so call returns are done in a timely fashion. Follow-up with participants within a 24-hour period in regards to the initial phone call. Even if it is to just touch base and let participant know inquiry is still be researched. Knowledge of products Provide quality customer service on every call. Communicate clearly and effectively with participants. Promote good listening skills. Manage length of calls. Recognizing and managing assertive customer calls. Promote teamwork and call center success. Review monthly publication of Effective Telephone Techniques. Â· Listen to and critique recorded conversations for purposes of improving customer skills. Â· Organize and prioritizes duties.

Commerce and business administration in Accounting
Helwan University
Jan 2008 - Jan 2012 - 4 yr
High School - Thanaweya Amma
Al shahid abd elmonam ryad
Jan 2008