Rana Abdullah El-Shafaei

Order Processing SupervisorFull Time

• Job Details:• Processing sales orders with accurate manner & proper documentation validation as per Company's rules and policies to ensure correct revenue recognition. • Creating orders profitability analysis in coordination with marketing team to ensure accurate profitability study for every order before being processed. • Maintaining master database files on customer & equipment levels to ensure accuracy of all relevant reports. • Provide accurate analysis and reporting for the area of results. • Preparing deferrals & allocations reports for accounting department to ensure revenue recognition according to Xerox policies. • Preparing activity analytical reports for company results to keep track. • Proceed revenue analysis for orders versus shipments with supply demand team. • Ensure that all orders are analyzed & profit margin analysis performed, all terms & conditions are reviewed before getting the proper management approvals according to company orders approval authority policy.

DispatcherFull Time

• Job Details:Lead two teams of engineers (hardware and software) and dispatching service calls daily. • Assist to achieve response time targets to maintain outstanding service performance. • Responsible for all installation inquires and requests by communicating with Xerox and non-Xerox sales representatives. Also following up the requests with the service teams (both ASPs and Xerox service teams). • Using SAP change equipment transactions to assign each machine to the right service team. • Achieve Xerox revenue targets by dispatching all new sold equipment. • Using reporting SAP interface transactions to collect information about machines' history and cascade a monthly DNI report to management.

Technical Support AgentFull Time

• Job Details:Managed call flow and responded to technical support needs of customers. • Activated SAP accounts for clients interested in new services. • Created cases and claims for damaged and faulty devices. • Remained up-to date with the latest technologies and solutions applicable to company products. • Did all the troubleshooting steps over the phone with customers to fix the clients products' problems.