Ramy Botros Benyamein Mikhail

Billing advisorFull Time

• Job Details:I was routed internally to the UK account because by that time the Australian account was completely shutting down as they have moved it to India, My contract was with the same company (Wasla outsourcing),my job responsibilities were including but not limited to 1-Handling all the billing complaints of the UK customers and explaining the Bill Cycle system 2- Upgrading their price plans upon their request and in some cases the customer have to buy out the contract to be illegible for an upgrade 3-arranging with the warehouse the timing for collecting the handset from the customer in case that the customer wants to send it for repair 4-working with the collection department to reach an agreement in case that the customer can not pay his installments and at the same time doesn't want to be cut off 5-explaining the Break Down for itemized bill

Technical support advisorFull Time

• Job Details:I used to work as a technical support Advisor in the department of prepaid mobile broadband,my contract was with an outsourcing company recruiting for Vodafone called (Wasla) My Job Duties were including but not limited to 1-Activating new sim cards& registering the details of the customer on the system and walking them through to adjust the options of the broadband device on the right network specifications based on the kind of network coverage in their area. 2-Recharging prepaid cards for customers on their broadband number and educating them by walking them through the website to make them familiar with how they can recharge it from their end the next time 3-Troubleshooting the device based on the inputs of information that the customer provides to know if the issue could be with the device itself or the operating the system for the computer to see if it is supporting the software of the modem or if it requires a software update. 4-following some technical steps to make sure if the modem is faulty so we can arrange with the nearest store for a replacement to the modem in case that the customer is still within the warranty period. 5- Raising a flag through Reports in case that we are receiving a lot of complaints from the coverage in the same area so we can arrange for a cell site check 6- Transfer customers to the post pay department in case that they want to convert their prepay account to a post pay one

Customer service agentFull Time

• Job Details:i was a contractor with an outsourcing company called IBS, My Job description was including but not limited to 1- handling customers complaints about network coverage in their areas,issuing trouble tickets regarding complaints of bad reception on the same spot before announcing an outage 2- Answering Customer queries about New Offers 3-Try to retain customers that are thinking about porting their numbers out . 4-Escalating the problems to My Super visor in case that the customer is not convinced with the solution .