Basic Info

Bassem Khalil

4 years

6th of October City, Egypt

Bachelor's Degree

Experienced

Work Experience

Technical Expert at Raya Contact Center

Experience Details

Technical Expert

Engineering - Telecom/Technology

Experienced (Non-Manager)

• Technically Lead 3 teams of Customer Care/Technical Support representatives & making sure their daily transactions are carried out efficiently.

• Conducting one to one meetings & coaching sessions with the team to ensure performance metrics are met & discuss methods to enhance the performance.

• Analysis of the CRM reports to view the performance of the teams as well as the quality of the input data, create & implement action plans in case there’re deviations from the target.

• Analysis of the CRM reports to spot any recurring issues either with the product or the repair process, and report them to HTC as well as create a suitable action plan to rectify the process if needed.

• Analysis of the customer satisfaction surveys to find the reasons behind the failure in issue resolution & customer dissatisfaction, then devise & implement a suitable action plan to raise the customer satisfaction & ensure issue resolution.

• Focal point to convey to the client the different issues that appear and different customer complaints, and work with the client to solve them and increase customer satisfaction.

• Creating & Implementing processes to apply new services or ensure the proficiency of current ones.
Work with the client to make sure the representatives are up to date with the latest technical information.

• Creating & following up on the quality weekly & monthly reports.
Reference to the quality department in all transactions.

• Conducting training sessions to the representatives across the whole project, and designing training presentations on new software, updates, product knowledge, and technical troubleshooting techniques.


Company Details

Raya Contact Center (multinational)

6th october city, Egypt

More then 1000 employees

Telecommunications

www.rayacc.com

Feb 2012 to present (4 years 10 months)
Technical Expert at HTC

Experience Details

Technical Expert

Engineering - Telecom/Technology, Customer Service/Support

Experienced (Non-Manager)

• Technically Lead 3 teams of


Company Details

HTC (multinational)

6th of October City, Egypt

More then 1000 employees

Electronics and Semiconductors

www.rayacc.com

Sep 2014 to present (2 years 3 months)
International Technical Support Engineer and Customer care Manager for HTC products at Raya C.C. at HTC

Experience Details

International Technical Support Engineer and Customer care Manager for HTC products at Raya C.C.

Engineering - Telecom/Technology

Experienced (Non-Manager)

International Technical Suppor


Company Details

HTC (multinational)

6th of October City, Egypt

N/A

Electronics and Semiconductors

N/A

Feb 2012 to present (4 years 10 months)
Trainer at Raya Contact Center

Experience Details

Trainer

Education/Teaching, Engineering - Telecom/Technology, Training/Instructor

Experienced (Non-Manager)

Click to edit position description• Provide technical training for new hire, and ensure appropriate support for the activities of the training program implementation.

• Provide technical leadership and expert advice in the areas of training and facilitation.

• Provide high quality & effective training within given timeframe.

• Provide up to date reporting after each class facilitated

• Conducting training sessions and designing training presentations on new software, updates, product knowledge, and technical troubleshooting techniques.

• Conducting one to one meetings, coaching and refreshment sessions ensuring performance metrics are met & discuss methods to enhance the employee performance.

• Develop instructional approaches and training materials to advance youth and adult employability skills.

• Actively promote self-development and the usage of the different learning channels.


Company Details

Raya Contact Center (multinational)

Giza, 6 October, Egypt

More than 1000 employees

Outsourcing/Offshoring , Telecommunications

www.rayacc.com

Jan 2016 to present (11 months)
Regional Sales Manager. at Sheng Yeong Products Co., Ltd.

Experience Details

Regional Sales Manager.

Engineering - Telecom/Technology

Entry Level

Sales Engineer
Electronic Components and Telecommunications provider for industries.

Job Description
Role Purpose:

1. Indoors:
• Arranging appointments with the clients.
• presentation preparation.
• follow up with customers and update the head office.

2. Outdoors:
• Present the presentation with the customers.
• Submitting the orders for the invoice.


Company Details

Sheng Yeong Products Co., Ltd.

Egypt

51- 100 employees

Electronics and Semiconductors

N/A

Aug 2009 to Jan 2010 (5 months)
Trainee at the Transmission Department (intern) at Mobinil

Experience Details

Trainee at the Transmission Department (intern)

Engineering - Telecom/Technology

Student

N/A


Company Details

Mobinil

Egypt

N/A

Telecommunications

N/A

Jul 2008 to Jan 2008 (6 month)
Trainee. (intern) at The Egyptian Natural Gas Company (GASCO)

Experience Details

Trainee. (intern)

Engineering - Telecom/Technology

Student

Optical fiber and Microwave links


Company Details

The Egyptian Natural Gas Company (GASCO)

Egypt

501-1000 employees

Oil and Gas

N/A

Jun 2008 to Jan 2008 (5 month)

Education

B.Sc. in Communications and Electronics Enigneering

Education Details

B.Sc.

Communications and Electronics Enigneering

AKHBAR ELYOM ACADEMY, Egypt

B / Very Good / 75 - 85%

N/A

N/A

AKHBAR ELYOM ACADEMY
2004 - 2009
BSc in Electrical

Education Details

BSc

Electrical, Electronics and Communications Engineering

Akhbar El-Yom Academy, Egypt

B / Very Good / 75 - 85%

N/A

N/A

Akhbar El-Yom Academy
2004 - 2009
College Diploma in High School

Education Details

College Diploma

High School

El-Nasr Experimental Language School, Egypt

B / Very Good / 75 - 85%

N/A

N/A

El-Nasr Experimental Language School
1991 - 2004

Training and Courses

Training/Course Details

Mobile Communications

Aug 2008

HTC-Cairo University

N/A

Training/Course Details

CCNA

Jan 2014

Global Knowledge

N/A

This profile is not updated!
Last update more than 3 months ago.

Jobseeker photo

Profile Skills and Keywords

AdaptiveArabicCCNACommunications And Electronics EnigneeringCustomer CareCustomer ServiceCustomer-orientedElectricalElectronics And Communications EngineeringElectronics And SemiconductorsEngineeringEnglishFlexibleGSMHTCHard WorkerHigh SchoolInnovativeInternational Technical Support Engineer And Customer Care Manager For HTC Products At Raya C.C.Mobile CommunicationsOffshoringOil And GasOutsourcingPeopleRaya Contact CenterRegional Sales Manager.SalesSportsSupportSupportiveTeam WorkTechnical ExpertTechnical SupportTechnologiesTelecommunicationsTrainee At The Transmission DepartmentTrainee.TrainerTravelling

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Technical Support

Technical Support

: Expert

: Extreme - I love it!

:

1-3 years

Customer Care

Customer Care

: Expert

: Extreme - I love it!

:

1-3 years

GSM

GSM

: Intermediate

: Extreme - I love it!

:

Less than 1 year

CCNA

CCNA

: Intermediate

: Extreme - I love it!

:

Less than 1 year

Fields of Expertise

Technical Support

Technical Support

: Expert

: Extreme - I love it!

:

1-3 years

Sales

Sales

: Advanced

: High

:

1-3 years

Customer Care

Customer Care

: Advanced

: High

:

1-3 years

Engineering

Engineering

: Advanced

: High

:

1-3 years

Key Skills

Hard worker, Customer-oriented, Flexible / Adaptive, Innovative, Supportive

Online Presence

https://www.linkedin.com/in/bassemkhalil

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