Basic Info

Ahmed Ismail

Less than 1 year

Cairo, Egypt

Bachelor's Degree

Student

Work Experience

Freelancer at Upwork Global

Experience Details

Freelancer

Administration, Customer Service/Support

Entry Level

work as a freelance in
customer services and English-Arabic translation


Company Details

Upwork Global (multinational)

United States

N/A

Business Services - Other

https://www.upwork.com

Dec 2017 to present (8 months)
Customer Service Representative at Vodafone

Experience Details

Customer Service Representative

Customer Service/Support

Entry Level

HIGH VALUE CALL CENTER AGENT

§ Provide Vodafone Egypt High customers with all required information related to the company products and services with delighting them with a superior customer service.
§ Providing guidance in areas of professional matters as requested or needed.
§ Applying FCR concept for all customer’s inquiries.
§ Prioritising and achieving multiple tasks, establishing and meeting deadlines.
§ Follow up all customers related issues and provide timely feedback to Vodafone Egypt High Customers.
§ Adhere to Customer Operations Department policies and procedures.
§ Provide customers with superior recommendations and actions and be a driver for customer’s satisfaction and Loyalty.
§ Perform standardised activities and tasks efficiently and effectively.
§ Pro-actively reinforce Vodafone’s customer care proposition during all contacts.
§ Handle and retain all the customers’ complaints within the SLA.

§ Handle all USB and mobile internet basic troubleshooting related issues.
§ Supporting corporate queue by handling SME authorised and end-users inquires.

§ Supporting collection queue by handling collections inquiries and bills explanation.
§ Explore the required negotiation skills for making payments' deals when needed.
§ Create a smooth communication channel with different departments to resolve customer problems and requests when needed in a highly professional manner.
§ Applicable directly coordinate with customers to assist them with any questions or issues arising from their use of Vodafone’s business solutions and hardware.
§ Implement high-quality standards of Customer Service for High customers through exceeding all KPI’s threshold


Company Details

Vodafone (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

http://www.vodafone.com.eg/

Jul 2016 to Oct 2016 (3 months)
Summer intern (intern) at Web Way

Experience Details

Summer intern (intern)

IT/Software Development

Student

N/A


Company Details

Web Way

Mansoura, Egypt

11-50 employees

Computer Software

http://www.webwayeg.com/

May 2016 to Jul 2016 (2 months)

Education

bachelor of computer Science in computer science

Education Details

bachelor of computer Science

computer science

Mansoura University, Egypt

Not specified

N/A

N/A

Mansoura University
2013 - 2017
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Mansour Experimental Language School

Egypt

2013

A / Excellent / 85 -100%

N/A

Mansour Experimental Language School
2013
This profile is not updated!
Last update more than 1 months ago.

Jobseeker photo

Profile Skills and Keywords

AdaptiveAdministrationAdobe IllustratorArabicBusiness Services - OtherCoffeComputer ScienceComputer SoftwareCustomer ServiceCustomer Service RepresentativeEnglishFlexibleFreelancerFront-endFront-end EngineeringITMusicNegotiatorOrganizerProblem SolverProgrammingReadingSocialSoftware DevelopmentSquashSummer InternSupportTeam WorkTechnologyTelecommunicationsUpwork GlobalVodafone

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Advanced

: Advanced

: Advanced

: Advanced

Tools and Technologies

Customer Service

Customer Service

: Intermediate

: Extreme - I love it!

:

Less than 1 year

Programming

Programming

: Intermediate

: Medium

:

1-3 years

front-end engineering

front-end engineering

: Intermediate

: High

:

1-3 years

Adobe Illustrator

Adobe Illustrator

: Beginner

: Extreme - I love it!

:

Less than 1 year

Fields of Expertise

customer service

customer service

: Intermediate

: Extreme - I love it!

:

Less than 1 year

front-end

front-end

: Beginner

: High

:

Less than 1 year

Key Skills

Negotiator, Organizer, Problem Solver, Flexible / Adaptive, Social

Online Presence

https://linkedin.com/in/awalidhttps://linkedin.com/in/awalid

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