Basic Info

Islam saleh

4 years

Cairo, Egypt

High School

Experienced

Work Experience

Social Media Moderator and Technical support senior agent at Teleperformance Egypt

Experience Details

Social Media Moderator and Technical support senior agent

Customer Service/Support

Manager

• Launching team for Lava technical support operations in Egypt.
• Participating in putting all standard operating procedures for the whole business activities across all available products.
• Deliver high quality customer service to all Lava customers through the inbound interaction.
• Support the service delivery manager with live feedback on the customers` interactions.


Company Details

Teleperformance Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Consumer Services

N/A

Mar 2017 to present (9 months)
Social Media Moderator at Teleperformance Egypt

Experience Details

Social Media Moderator

Customer Service/Support

Experienced (Non-Manager)

• Understands the unique characteristics of each social media platform and knows how to leverage each to engage consumers and deliver on best-in-class consumer support.
• Monitors the brand social Media Platforms to provide a speedy and accurate response, while driving positive online Word-of-Mouth.
• Promotes a positive corporate image of the brand through appropriate conduct, high quality service, professionalism and maintenance of a positive attitude in all interactions with customers.
• Knows when to transfer cases regarding careful handling and further investigation.
• Champions support on social media by keeping up-to-date on the latest trends and popular topics, leveraging these topics to create engaging content.
• Analyses conversations to provide insights on key trending topics.


Company Details

Teleperformance Egypt

Cairo, Egypt

More than 1000 employees

Consumer Services

N/A

Jul 2016 to Mar 2017 (8 months)
Second Line Support at Teleperformance Egypt

Experience Details

Second Line Support

Customer Service/Support

Experienced (Non-Manager)

• Handling the Repetitive callers with frequent complaints.
• Coordinating with Samsung Head office to explain the customer complaint and discussing the alternatives according to the situation.
• Negotiating the available solution with the consumer to reach a mutual agreement and satisfaction.
• Service center tracking for the consumer work orders to assure that the device was repaired within the agreed service level.
• Reporting any delays or service level/ process violations to the head office.
• Closing the loop with the client by the frequent feedbacks to improve the current process.


Company Details

Teleperformance Egypt

Cairo, Egypt

More than 1000 employees

Consumer Services

N/A

Apr 2015 to Jul 2016 (1 year 3 months)
Subject Matter Expertise at Teleperformance Egypt

Experience Details

Subject Matter Expertise

Customer Service/Support

Experienced (Non-Manager)

• Product knowledge live support for L1 agents.
• Handling the hard calls and consumer escalations. " live escalations or through the escalation line"
• Reporting the frequently asked questions to the management to cover it in the daily debriefs and new hires training.


Company Details

Teleperformance Egypt

Cairo, Egypt

More than 1000 employees

Consumer Services

N/A

Dec 2014 to Apr 2015 (4 months)
Consumer Support Agent at Teleperformance Egypt

Experience Details

Consumer Support Agent

Customer Service/Support

Experienced (Non-Manager)

• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Opens customer accounts by recording account information.
• Maintains Consumer records by updating account information.
• Always push the interaction into resolution to maximize the VOC and optimize the AHT.


Company Details

Teleperformance Egypt

Cairo, Egypt

More than 1000 employees

Consumer Services

N/A

Sep 2014 to Dec 2014 (3 months)

Education

Bachelor's Degree in Faculty of commerce

Education Details

Bachelor's Degree

Faculty of commerce

Ain Shams University, Egypt

Not specified

N/A

N/A

Ain Shams University
2014 - 2017
High School - Thanaweya Amma

High School Details

Thanaweya Amma

AL Tabry Roxi

Egypt

2014

A / Excellent / 85 -100%

N/A

AL Tabry Roxi
2014
This profile is fresh!
Last update 8 days ago.

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Profile Skills and Keywords

ArabicBusiness AdministrationBusiness-orientedCommunicatorConsumer ServicesConsumer Support AgentCustomer ServiceEnglishFaculty Of CommerceHard WorkerInternet SearchLeaderMicrosoft OfficeOutingPlaying Football And Discovering New ThingsPlaying Soccer And TravelingPresentation SkillsProblem SolverReading And Watching MoviesSAPSecond Line SupportSocial MediaSocial Media ModeratorSocial Media Moderator And Technical Support Senior AgentSubject Matter ExpertiseSupportTeleperformance Egypt

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Advanced

: Advanced

: Advanced

: Intermediate

Tools and Technologies

Internet Search

Internet Search

: Expert

: Extreme - I love it!

:

3-5 years

Microsoft Office

Microsoft Office

: Expert

: Extreme - I love it!

:

1-3 years

SAP

SAP

: Expert

: Extreme - I love it!

:

1-3 years

Business Administration

Business Administration

: Expert

: Extreme - I love it!

:

1-3 years

Presentation Skills

Presentation Skills

: Expert

: Extreme - I love it!

:

1-3 years

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

1-3 years

Fields of Expertise

Social media

Social media

: Expert

: Extreme - I love it!

:

1-3 years

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

3-5 years

Key Skills

Leader, Business-oriented, Communicator, Hard worker, Problem Solver

Online Presence

https://www.linkedin.com/in/islam-saleh-4b7a2a11b/https://www.facebook.com/eslam.saleh.52https://twitter.com/eslamsaleh12

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