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Karim Ashraf

Service Desk Coordinator for Mobily account at IBM

Giza, Egypt

Work Experience

  • Service Desk Coordinator for Mobily accountFull Time

    IBM

    Sep 2013 - Present -11 yrs, 9 months

    Egypt

    • Job Details:Key Responsibilities: • Accept and prioritize computer help requests and assign the tasks to the appropriate technicians on the staff. • Obtain necessary information from customer care agents to adequately describe the request or problem report, • Analyze the reported issue and assign it to a team member best qualified to resolve the problem. • Enter the work order into a tracking system, in order to assign it to the proper team. • Assign a priority level to each task to help the technicians which tasks are the most urgent. • Keep an eye on the resolved incidents in order to provide the appropriate solution to users as fast as possible. • Assist with Major incidents as required • Report to management on key metrics • Act as a focal point for escalations. Tools: Siebel Maximo
  • CRM Delivery Customer Service Rep Italian at IBM Full Time

    IBM

    Mar 2012 - Sep 2013 -1 yr, 6 months

    Egypt

    • Job Details:• Provide customer service to clients via emails and chat. • Provide accurate, efficient & quality services that exceed customers' expectations. • Ensure outstanding customer satisfaction by maintaining strong working relationships and anticipating guest needs. • Handle client issues like billing, technical and blocked accounts. • Analyse customer care feedback and recommend improvements in customer care services.
  • Italian instructor Full Time

    Private

    Jun 2011 - Present -14 yrs

    Egypt

    • Job Details: * Teach students individually and in groups, adapting teaching methods to meet students' varying needs and interests. * Teach basic skills such as color, shape, number and letter recognition, personal hygiene, and social skills. * Observe and evaluate student's performance, behavior, social development, and physical health. * Establish and enforce rules for behavior, and policies and procedures to maintain order among students. * Demonstrate activities to students. * Provide a variety of materials and resources for students to explore, manipulate, and use, both in learning activities and in imaginative play. * Read books to entire classes or to small groups. * Establish clear objectives for all lessons, units, and projects, and communicate those objectives to students. * Prepare materials and classrooms to facilitate creative play, learning and motor-skill activities. * Meet with parents and guardians to discuss their student's progress, and to determine their priorities for their students and their resource needs. * Confer with parents or guardians, other teachers, counselors, and administrators to resolve students' behavioral and academic problems. * Maintain accurate and complete student records, and prepare reports on children and activities, as required by laws, district policies, and administrative regulations. * Prepare objectives and outlines for courses of study, following curriculum guidelines or requirements of states and schools.
  • Education

    • Bachelor's Degree in Languages

      Ain Shams University (ASU)

      Jan 2008 - Jan 2011 - 3 yr

    Skills

    • Customer Service
    • Teaching
    • Networking

    Languages

    • Italian

      Fluent
    • Arabic

      Fluent
    • English

      Advanced

    Training & Certifications

    • ISTQB

      Self study·2015
    • • CompTIA A+

      IBM·2013
    • • HR General Process On boarding - Overview

      IBM·2013
    • Effective Communication Skills.

      IBM·2012
    • ICDL

      Ain shams·2010
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