Ogana Khalil

Technical Support RepresentativeFull Time

• Job Details:As a Technical Support Specialist, I excel in providing voice-based support for telecommunication services, focusing on resolving landline-related issues and ensuring customer satisfaction With my technical expertise, problem-solving skills, and ability to handle challenging situations calmly, I ensure that every customer interaction is both productive and positive. My key responsibilities include: * Basic Troubleshooting: Diagnosing and resolving common landline issues by guiding customers through steps like verifying cable connections, restarting devices, resetting modems or routers, and checking for service outages. * Technician Dispatch: Assessing cases to determine the need for on-site support and coordinating technician dispatch for installations, maintenance, or repair services, ensuring clear communication of customer needs and expectations. * Case Management and Escalation: Handling a variety of cases by categorizing their nature, escalating complex issues to higher tiers when necessary, and collaborating with other departments to provide comprehensive solutions. * Customer Deescalation: Managing critical calls from frustrated customers with professionalism, empathy, and active listening, ensuring concerns are addressed effectively and promptly. * Follow-Up and Reporting: Monitoring progress on open cases, following up with customers or technicians as required, and ensuring resolutions are documented accurately.

Customer Support RepresentativeFull Time

• Job Details:Customer Support Representative (Chat) – AliExpress Account December 2021 – August 2024 • Provided chat-based customer support for the AliExpress platform in the English Line of Business. • Assisted customers with order tracking, disputes, refunds, and general inquiries. • Maintained high levels of accuracy and professionalism in written communication. • Met and exceeded KPIs while handling multiple chats in a fast-paced environment. • Took part in the first wave of agents for the account, contributing to process stabilization and customer satisfaction improvements. Customer Support Representative (Voice) – DTV / AT&T Account August 2024 – September 2024 • Delivered voice support to AT&T customers under the DTV account. • Handled live calls involving billing inquiries, technical support, and service-related issues. • Applied strong verbal communication and problem-solving skills to resolve customer concerns efficiently. • Quickly adapted to a new channel of support while maintaining performance standards.