Basic Info

Mohamed Saied

4 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Operation Specialist at Metra Computer Group

Experience Details

Operation Specialist

Manufacturing/Production

Entry Level

-Handle day to day vendor operational activities pertaining to service portion across the Group.
-Handle daily purchase requisitions by placing orders on vendor portals.
-Handle life cycle of the repair process in terms of the spares life time from the open to the close of the service incidents.
-Submit vendor claims on timely manner upon each vendor policy.
-Maintain data accuracy on both vendor and the company system and completeness of the ordering processes on the vendor portal.
-Follow up and handle the escalations and direct them properly till the resolve is occurred in a proper response time.
-Responsible of RTV process in terms of the operational part through prepare the required documentation and COM invoices.
-Maintain the compliance of SLAs and due dates set by partners.
-Handle correspondences between OPS team and service centers across GCC.


Company Details

Metra Computer Group

Giza, Egypt

501-1000 employees

Computer Hardware

http://www.metracomputer.com/Default.aspx

Jan 2013 to present (3 years 11 months)
Tech Rep at Vodafone EG

Experience Details

Tech Rep

Customer Service/Support

Entry Level

-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 inquires.
- Prioritizing 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 standardized 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 trouble shooting related issues. - Supporting corporate queue by handling SME authorized and end-users inquires.
- Supporting collection queue by handling collections inquires 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 EG (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

Vodafone.com.eg

Jan 2011 to Dec 2012 (1 year 11 months)

Education

Bachelor's Degree in Business Administration

Education Details

Bachelor's Degree

Business Administration , Management Science

Culture and Science city, Egypt

B / Very Good / 75 - 85%

N/A

N/A

Culture and Science city
2009 - 2012
High School - Thanaweya Amma

High School Details

Thanaweya Amma

el haram high school

Egypt

2006

B / Very Good / 75 - 85%

N/A

el haram high school
2006

Training and Courses

Training/Course Details

Customer Service

Mar 2016

Top Business

N/A

This profile is fresh!
Last update 30 days ago.

Jobseeker photo

Profile Skills and Keywords

ActivitiesArabicBusiness AdministrationBusiness-orientedCRMComputer HardwareCustomer ServiceERPEnglishHard WorkerManagement ScienceManufacturingMicrosoft ExcelMicrosoft OutlookMicrosoft WordOperation SpecialistOperationsOperations/Logistics/Administration/PlannerProblem SolverProductionSportsSupportSupportiveTech RepTech Support / Customer ServiceTechnologiesTelecommunicationsVodafone EG

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Advanced

: Advanced

: Advanced

: Advanced

Tools and Technologies

Microsoft Outlook

Microsoft Outlook

: Expert

: Extreme - I love it!

:

3-5 years

Microsoft Word

Microsoft Word

: Advanced

: High

:

1-3 years

Microsoft Excel

Microsoft Excel

: Advanced

: High

:

1-3 years

CRM

CRM

: Intermediate

: High

:

1-3 years

ERP

ERP

: Intermediate

: High

:

1-3 years

Fields of Expertise

Tech Support / Customer Service

Tech Support / Customer Service

: Advanced

: Medium

:

More than 7 years

Operations/Logistics/Administration/

Operations/Logistics/Administration/

: Advanced

: Extreme - I love it!

:

1-3 years

Key Skills

Planner, Business-oriented, Hard worker, Problem Solver, Supportive

Online Presence

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