Basic Info

Norhan Eissa

3 years

Giza, Egypt

Bachelor's Degree

Manager

Work Experience

Customer Care Manager & Technical support at Raya Contact Center - HTC

Experience Details

Customer Care Manager & Technical support

Customer Service/Support, Quality

Experienced (Non-Manager)

As Technical support I answer technical questions and resolve problems through calls, emails & Chat support.

> Listen and respond to customers’ needs and concerns
> Provide information about products and services
> Book and track repairs for customers.
> Review or make changes to customer accounts
> Record details of customer contacts and actions taken
> Research answers or solutions as needed

As Customer Care Manager, I contact disatisfied customers to check the reason behind their disatisfaction and offer other alternatives to get them satisfied.

> providing help and advice to customers using your organisation's products or services.
> communicating courteously with customers by telephone or email.
> investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants.
> handling customer complaints or any major incidents.
> keeping accurate records of discussions or correspondence with customers.
> analysing statistics or other data to determine the level of customer service your organisation is providing
> improving customer service procedures, policies and standards for your organisation or department
> meeting with other managers to discuss possible improvements to customer service
> training staff to deliver a high standard of customer service
> learning about your organisation's products or services and keeping up to date with changes


Company Details

Raya Contact Center - HTC (multinational)

6 of October, Egypt

More than 1000 employees

Consumer Services , Business Services - Other, Outsourcing/Offshoring

N/A

Sep 2013 to present (3 years 3 months)
Technical Expert at Raya Contact Center - HTC

Experience Details

Technical Expert

Customer Service/Support, Quality

Manager

As a Technical Expert I provide answers for agent technical questions.
> Keep track of new issues and escalate them to client.
> Test new products and provide training for agents.
> Report common issues across countries for all products.
> Try to figure work around internally for new issues.
> Make sure all agents are up to date with new updates.
> Make sure agents are meeting client requests.
> Handling client reports and requests.


Company Details

Raya Contact Center - HTC (multinational)

6 of October, Egypt

More then 1000 employees

Consumer Services , Business Services - Other, Outsourcing/Offshoring

N/A

Jan 2016 to present (11 months)
English Instructor for Young Learners at Oxford Academy for Training Courses

Experience Details

English Instructor for Young Learners

Education/Teaching, Training/Instructor

Experienced (Non-Manager)

Develop lesson plans and a curriculum, give lectures, assign work, evaluate progress, keep attendance and manage the classroom. Working with parents and school administration, deal with student issues, offer extra assistance and spot learning disabilities.


Company Details

Oxford Academy for Training Courses

6th of October, Egypt

N/A

Education

N/A

May 2013 to Oct 2014 (1 year 5 months)
Professional support Agent at Stream Global Services

Experience Details

Professional support Agent

Customer Service/Support, Sales/Retail

Entry Level

N/A


Company Details

Stream Global Services (multinational)

6th of October City, Egypt

N/A

Consumer Services , Consumer Electronics

N/A

Oct 2012 to May 2013 (7 months)

Education

Bachelor's Degree in Foreign Languages and Translation

Education Details

Bachelor's Degree

Foreign Languages and Translation

Misr University for Science and Technology (MUST), Egypt

B / Very Good / 75 - 85%

N/A

N/A

Misr University for Science and Technology (MUST)
2009 - 2012

Certifications

ICDL
May 2012

Certificate details

ICDL

May 2012

N/A

N/A

N/A

N/A

Training and Courses

Training/Course Details

German Language

Sep 2012

Goethe Institute

N/A

Training/Course Details

TOT

Jul 2013

Oxford Academy

N/A

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

Jobseeker photo

Profile Skills and Keywords

AndroidBusiness DevelopmentBusiness Services - OtherConsumer ElectronicsConsumer ServicesCustomer Care Manager & Technical SupportCustomer ServiceCustomer SurvicesEducationEnglishEnglish Instructor For Young LearnersForeign Languages And TranslationGermanGerman LanguageHard WorkerICDLLanguagesLeaderMicrosoft ExcelMicrosoft PowerPointOffshoringOrganizerOutsourcingPlannerProblem SolverProfessional Support AgentQuality AssuranceQuality ControlRaya Contact Center - HTCRetailSalesStream Global ServicesSupportTOTTeachingTechnical AnalysisTechnical ExpertTechnical SupportTranslation

Self-assesed Skills

Languages

German

German

: Advanced

: Advanced

: Advanced

: Advanced

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Android

Android

: Expert

: Extreme - I love it!

:

1-3 years

Technical Support

Technical Support

: Expert

: Extreme - I love it!

:

1-3 years

ICDL

ICDL

: Advanced

: High

:

Less than 1 year

Technical Analysis

Technical Analysis

: Advanced

: Extreme - I love it!

:

1-3 years

Microsoft PowerPoint

Microsoft PowerPoint

: Advanced

: High

:

Less than 1 year

Microsoft Excel

Microsoft Excel

: Intermediate

: High

:

1-3 years

Fields of Expertise

Languages

Languages

: Expert

: Extreme - I love it!

:

Less than 1 year

Customer Survices

Customer Survices

: Expert

: High

:

1-3 years

Technical Expert

Technical Expert

: Expert

: Extreme - I love it!

:

Less than 1 year

Teaching

Teaching

: Advanced

: Extreme - I love it!

:

1-3 years

Translation

Translation

: Intermediate

: High

:

Less than 1 year

Key Skills

Leader, Planner, Hard worker, Organizer, Problem Solver

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