Basic Info

Nermine Nour El Din

5 years

Cairo Governorate, Egypt

Bachelor's Degree

Experienced

Work Experience

Tier 2 customer service at Sony France (Sykes0

Experience Details

Tier 2 customer service

Customer Service/Support

Experienced (Non-Manager)

* Responsable for critical complaints that may result in a legal action against the company.
* Making sure the customer is recovered and satisfaied, using the available resources and maintaining the cost at its lowest levels.
* Managing contact between different service members and ensuring best solutions are being provided within the regular service levels.
* Analyzing main service and process issues, and reporting delayed cases to Sony Europe management.
* Responsable for handling safety and product liability escalations.
* Communicating the final position of each case to Sony Europe Management.
* Validating and authorizing refunds or goodwill to be offered through Tier 1 agents, within a limited budget.
Delivering Training Sessions-when needed-to Tier 1 agents (Including process clarification and updates, French law articles and Guarantee terms & conditions).
* Analyzing customer satisfaction and process complication reports and providing feedback to sony.
* Providing training and assistance to Tier 1 agents, in case needed.


Company Details

Sony France (Sykes0

Maadi, Cairo, Egypt

101-500 employees

Computer Hardware, Electronics and Semiconductors, Internet/E-commerce

sony.fr

Apr 2014 to present (3 years)
Quality Assurance at Schneider

Experience Details

Quality Assurance

Quality

Entry Level

N/A


Company Details

Schneider

5th settlement, Egypt

More than 1000 employees

Electronics and Semiconductors, Engineering Services

http://schneider.com/

Aug 2015 to present (1 year 8 months)
Technical Support Represantative (E-mail-Team) at Sony France (Sykes0

Experience Details

Technical Support Represantative (E-mail-Team)

Customer Service/Support

Experienced (Non-Manager)

* Field incoming help requests from french customers via e-mail.
* Gather customer's information and determine the issue by evaluating and analyzing the symptoms.
* Diagnose and resolve technical hardware and software issues involving internet connectivity, product settings, infra-red signals, DLNA..
* Prioritize & schedule problems.
* Identify & esclate priority issues.
* Redirect the out of scope problems to the appropriate ressource.
* Offer alternative solutions when required.
* Follow up & make scheduled call backs to customers when necessary.
* Stay current with system information, changes and updates.


Company Details

Sony France (Sykes0

Maadi, Cairo, Egypt

101-500 employees

Computer Hardware, Electronics and Semiconductors, Internet/E-commerce

sony.fr

Dec 2012 to Mar 2014 (1 year 3 months)
Technical Support Represantative (Over the phone) at Sony France (Sykes0

Experience Details

Technical Support Represantative (Over the phone)

Customer Service/Support

Experienced (Non-Manager)

* Offering technical support for Sony VAIO & CIC (including all Sony products except Xperia & playstation )
* Communicate Oral messages.
* Following up with customers-if needed- to ensure problems are fully resolved & customers are satisfaied.


Company Details

Sony France (Sykes0

Maadi, Cairo, Egypt

101-500 employees

Computer Hardware, Electronics and Semiconductors, Internet/E-commerce

sony.fr

Sep 2011 to Nov 2012 (1 year 2 months)
Customer service representitve at Expedia

Experience Details

Customer service representitve

Customer Service/Support

Experienced (Non-Manager)

* Booking various compex itineraries including flights, accommodation,car hire.
* Providing solutions and advise to clients in an efficient and professionel manner.
* Offering expertise in worldwide destinations including UK & Europe.


Company Details

Expedia (multinational)

6th of October, Egypt

101-500 employees

Hospitality/Hotels

expedia.fr

Mar 2010 to Aug 2011 (1 year 5 months)

Achievements


* I was working while studying & i finished my last 2 years at the faculty without being obligated to left my work. I was 19. * An action plan was prepared with a time frame of 3 years to buy a new car. At the end of 2014 i bought the car.

Education

Bachelor's Degree in Translation/ civilisation french department

Education Details

Bachelor's Degree

Translation/ civilisation french department

Faculty of Al-alsun, Ain Shams University, Egypt

Not specified

Traduction (politique-économique-sciéntifique-juridique) Civilisation Texte litéraire Phonétique Comprhénsiln Litérature Grammaire Conversation

N/A

Faculty of Al-alsun, Ain Shams University
2008 - 2011
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Lycée la Libérté du Maadi

Egypt

2011

A / Excellent / 85 -100%

N/A

Lycée la Libérté du Maadi
2011

Certifications

Delf
Apr 2004

Certificate details

Delf

Apr 2004

N/A

N/A

N/A

Centre culturel français ccf

N/A

Training and Courses

Training/Course Details

TDP (training & development partnership)

Jan 2015

Raiaa with Dr. Sherif Eid

N/A

This profile is outdated!
Last update more than 6 months ago.

Jobseeker photo

Profile Skills and Keywords

AdaptiveAvaiaAvayaCathiCiscoComputer HardwareCustomer ServiceCustomer Service RepresentitveCustomer-orientedDelfDrawingE-commerceElectronics And SemiconductorsEngineering ServicesEnglishExpediaFlexibleFormel & Technical Emails (n French)FrenchHard WorkerHealthy FoodHospitalityHotelsInternetLearning New StuffPlannerPresenterPsychologyQuality AssuranceQuality ControlReadingSales Customer ServiceShoppingSmart ClientSony's TelevisionsStarbucks CoffeeSuperviseur CallsSupportTDP (training & Development Partnership)Technical SupportTechnical Support Represantative (E-mail-Team)Technical Support Represantative (Over The Phone)Tier 2 Customer ServiceTranslation/ Civilisation French DepartmentTravelingVaioWinter

Self-assesed Skills

Languages

French

French

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Advanced

: Advanced

: Advanced

: Advanced

Tools and Technologies

Customer Service

Customer Service

: Expert

: High

:

3-5 years

Sony's televisions

Sony's televisions

: Expert

: Extreme - I love it!

:

3-5 years

Avaya

Avaya

: Advanced

: High

:

Less than 1 year

Vaio

Vaio

: Advanced

: High

:

Less than 1 year

Fields of Expertise

Cathi

Cathi

: Expert

: Medium

:

Less than 1 year

Sales customer service

Sales customer service

: Expert

: High

:

1-3 years

Smart client

Smart client

: Expert

: High

:

3-5 years

Cisco

Cisco

: Expert

: High

:

3-5 years

Superviseur calls

Superviseur calls

: Expert

: Extreme - I love it!

:

1-3 years

Technical support

Technical support

: Expert

: Medium

:

1-3 years

Formel & technical emails (n french)

Formel & technical emails (n french)

: Expert

: Extreme - I love it!

:

1-3 years

Avaia

Avaia

: Advanced

: High

:

1-3 years

Key Skills

Planner, Hard worker, Presenter, Customer-oriented, Flexible / Adaptive

Online Presence

nerminezeid90@hotmail.comnerminezeid90@hotmail.com

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