Basic Info

Mahmoud Saeed Moussa

5 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Customer Center Senior Specialist (Sharm El-Sheikh Store) at Orange Egypt

Experience Details

Customer Center Senior Specialist (Sharm El-Sheikh Store)

Sales/Retail

Experienced (Non-Manager)

* Welcome Italian customers at Sharm El-Sheikh Store (Il Mercato Mall) and handle their requirements and complaints to achieve highest level of customer satisfaction.

* Sell and up-sell Orange Egypt products and services.

* Provide necessary information and assistance to the customers.

* Coordinate with other departments in the company for solving customer complaints.

* Prepare contracts for new lines and process necessary documents accordingly, with a professional archiving system.

* Achieve the requested staffed time and target of sales.

* Responsible as backup for the stock keeper.

* Responsible for briefing the team with any new offer, service or product.


Company Details

Orange Egypt (multinational)

Sharm el-Sheikh, Egypt

More than 1000 employees

Telecommunications

https://www.orange.eg/en/

Oct 2011 to Apr 2016 (4 years 6 months)
Skype Customer Services Support Center Representative (Italian Account) at IBM (Global Process Services)

Experience Details

Skype Customer Services Support Center Representative (Italian Account)

Customer Service/Support

Entry Level

* Handle information, inquiries or requests about products, services or personnel received via e-mail or chats, from customers, Skype personnel or business partners for all Italian, English and Arabic Speaking customers worldwide.

* Services provided may include, but are not limited to, the following: General inquiry support, service delivery support, education enrollment assistance, business partner service, data base management.

* Perform customer escalations to different teams in line with company procedure and service excellence policy.

* Have knowledge and experience in using a few specialized tools and procedures to address the requester's needs.

* Provide a world class customer service experience for our customers, as the primary measurement is customer satisfaction with the handling of the requests.

* Monitor queues and mailboxes for new customer service incidents.

* Analyze and investigate tickets and establish and share accepted solutions for recurring issues.

* Fix through back office tools customer account issues.

* Improve FAQ and online help sheets to reduce inbound volume.

* Translate form Italian to English and vice versa.

* Act as a focal point with the client, give regular reports about various drivers in regards to customers requests, collect samples for bugs, new issues, launch and implement pilot phases for existing products’ updates and modifications, as well as new products, and continuously analyze customer's feedback to make necessary possible changes to different policies directly concerning the end user.


Company Details

IBM (Global Process Services) (multinational)

Giza, Smart Village, Egypt

N/A

Outsourcing/Offshoring

http://www.ibm.com/eg/en/

Nov 2010 to Oct 2011 (11 months)
Microsoft Product Activation Center Representative (Italian Account) at Xceed

Experience Details

Microsoft Product Activation Center Representative (Italian Account)

Customer Service/Support

Entry Level

* Receive inbound calls from Italy concerning the activation of all Microsoft products (Microsoft Windows, Microsoft Office, Microsoft Server).

* Troubleshoot all level-one technical issues concerning the activation process.

* Support Microsoft Premiere Customers, follow up any of open TS Case and assure the Services Level.

* Handle Microsoft Volume Licenses web site issues and contracts.

* Provide reports to improve customer satisfaction and service quality.

* Assist and mentor the new hires.


Company Details

Xceed (multinational)

Giza, Smart Village, Egypt

N/A

Outsourcing/Offshoring

http://www.xceedcc.com/Home/

Feb 2010 to Oct 2010 (8 months)
Personal Call Center Representative 110 at Orange Egypt

Experience Details

Personal Call Center Representative 110

Customer Service/Support

Entry Level

* Build a good rapport with clients over the phone.

* Respond promptly to customer inquiries.

* Resolve customer problems by registering their complaints to be communicated with other Customer Care sub-divisions (Credit, Activation, Customer Relations, Complaint Handling, Collection) and to be escalated to the right channels.

* Obtain and evaluate all relevant information to handle customer and service inquiries.


Company Details

Orange Egypt (multinational)

Cairo, World Trade Center, Egypt

More than 1000 employees

Telecommunications

https://www.orange.eg/en/

Dec 2009 to Feb 2010 (2 months)

Education

Bachelor's Degree in Italian, English

Education Details

Bachelor's Degree

Italian, English

Faculty of Languages (Al-Alsun), Ain Shams university, Egypt

A / Excellent / 85 -100%

N/A

N/A

Faculty of Languages (Al-Alsun), Ain Shams university
2005 - 2009
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Mostafa Saadeq Al-Rafe'ie Secondary School

Egypt

2005

A / Excellent / 85 -100%

N/A

Mostafa Saadeq Al-Rafe'ie Secondary School
2005

Certifications

EDU Egypt
Aug 2009

Certificate details

EDU Egypt

Aug 2009

N/A

N/A

N/A

N/A

This profile is not updated!
Last update more than 1 months ago.

Jobseeker photo

Profile Skills and Keywords

ArchivingBloggingBriefingBusiness DevelopmentCall CentersClassic MoviesCommunication SkillsComputer SkillsCross SellingCustomer Center Senior Specialist (Sharm El-Sheikh Store)Customer ServiceDocumentariesEDU EgyptEmail EtiquetteEnglishHandles StressHard WorkerIBM (Global Process Services)InitiativeInternet SearchItalianItalian, EnglishMentoringMerchandisingMicrosoft ExcelMicrosoft PowerPointMicrosoft Product Activation Center Representative (Italian Account)Microsoft WindowsMicrosoft WordMobile DevicesOffshoringOrange EgyptOutsourcingPersistentPersonal Call Center Representative 110Project PlanningRetailRetail SalesSalesSeibleSkype Customer Services Support Center Representative (Italian Account)SocialSupportTechnical SupportTelecommunicationsTravellingTroubleshootingUpsellingVASXceed

Self-assesed Skills

Languages

English

English

: Advanced

: Advanced

: Intermediate

: Advanced

Italian

Italian

: Fluent

: Fluent

: Advanced

: Advanced

Tools and Technologies

Internet Search

Internet Search

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft PowerPoint

Microsoft PowerPoint

: Advanced

: Extreme - I love it!

:

More than 7 years

Microsoft Windows

Microsoft Windows

: Advanced

: High

:

More than 7 years

Computer Skills

Computer Skills

: Advanced

: Extreme - I love it!

:

More than 7 years

Seible

Seible

: Advanced

: Extreme - I love it!

:

3-5 years

Blogging

Blogging

: Advanced

: Extreme - I love it!

:

More than 7 years

Microsoft Word

Microsoft Word

: Intermediate

: High

:

More than 7 years

Microsoft Excel

Microsoft Excel

: Beginner

: High

:

More than 7 years

Fields of Expertise

Email Etiquette

Email Etiquette

: Expert

: Extreme - I love it!

:

More than 7 years

Archiving

Archiving

: Advanced

: High

:

1-3 years

Retail Sales

Retail Sales

: Advanced

: High

:

1-3 years

Customer Service

Customer Service

: Advanced

: Extreme - I love it!

:

3-5 years

Troubleshooting

Troubleshooting

: Advanced

: High

:

3-5 years

Call Centers

Call Centers

: Advanced

: Extreme - I love it!

:

1-3 years

Mobile Devices

Mobile Devices

: Advanced

: High

:

1-3 years

Communication Skills

Communication Skills

: Advanced

: Extreme - I love it!

:

More than 7 years

Merchandising

Merchandising

: Intermediate

: High

:

1-3 years

Mentoring

Mentoring

: Intermediate

: Extreme - I love it!

:

1-3 years

Briefing

Briefing

: Intermediate

: High

:

1-3 years

Upselling

Upselling

: Intermediate

: High

:

1-3 years

Technical Support

Technical Support

: Intermediate

: Medium

:

3-5 years

VAS

VAS

: Intermediate

: High

:

3-5 years

Project Planning

Project Planning

: Intermediate

: Extreme - I love it!

:

1-3 years

Cross Selling

Cross Selling

: Beginner

: Medium

:

1-3 years

Key Skills

Hard worker, Initiative, Persistent, Social, Handles Stress

Online Presence

eg.linkedin.com/in/mahmoudsaeedmoussahttps://www.facebook.com/MahmoudSaeedMoussahttps://twitter.com/MahmoudSaeedMhttp://mahmoudsaeedmoussa.blogspot.com/

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