Basic Info

Samar abdellatif

2 years

Cairo Governorate, Egypt

Bachelor's Degree

Experienced

Work Experience

Internet call center representative at Vodafone

Experience Details

Internet call center representative

Customer Service/Support

Entry Level

§ Act as a first line of support to all VF Egypt internet users’ inquiries ( technical / billing ).

§ Provides relevant and accurate information (Services, Products & Policies)

§ Follow up with second line of support to make sure that all escalated problems will be solved in the appropriate time

§ Provide customer with appropriate options/right suggestion.

§ Respond and solve all Vodafone Egypt internet customer inquiries regarding all internet Service and provide an end-to-end ownership to these inquiries till closure.

§ Coordinate with customers to assist them with any questions or issues arising from their use of Vodafone’s internet Service and relative hardware.

§ Take the ownership of escalated service requests through problem resolution for the benefit of Vodafone’s internet customers.

§ Ensure elimination of wrong transactions that leads to financial negative impact.


§ Own all customer inquiries regarding internet till closure and post resolution call to ensure customer satisfaction and close case.

§ Handle escalated calls from either the call center or directly from the customers to an outcome of maximum customer satisfaction.

§ Conduct outbound calls to customer problems received from call center / corporate agents to ensure solving the customer problem according to the Service Level Agreements


Company Details

Vodafone (multinational)

Cairo - Maadi, Egypt

N/A

Consumer Services

N/A

Jan 2014 to Dec 2014 (11 months)
Technical support engineer at Dlink (teleconnect outsource)

Experience Details

Technical support engineer

Customer Service/Support

Entry Level

acting as first line technical support to all D-link clients in middle east and Egypt.


Company Details

Dlink (teleconnect outsource) (multinational)

Cairo, Egypt

51-100 employees

Computer Networking

N/A

May 2013 to Dec 2013 (7 months)

Education

Bachelor's Degree in communication engineering

Education Details

Bachelor's Degree

communication engineering

El Shorouk Academy, Egypt

Not specified

N/A

N/A

El Shorouk Academy
2006 - 2011
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Heliopolis model

Egypt

2006

A / Excellent / 85 -100%

N/A

Heliopolis model
2006

Certifications

Certificate details

auc english conversation

May 2014

N/A

N/A

N/A

N/A

Training and Courses

Training/Course Details

technical support

Aug 2009

Middle East News Agency

Networking in Technical department on I.T

Training/Course Details

cisco certified network associate

Jun 2012

it academy

N/A

english at auc
May 2013

Training/Course Details

english

May 2013

auc

under studing

webdesign at rcc
Jun 2015

Training/Course Details

webdesign

Jun 2015

rcc

N/A

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

Jobseeker photo

Profile Skills and Keywords

Adobe DreamweaverAdobe IllustratorAdobe PhotoshopArabicAuc English ConversationCSSCisco Certified Network AssociateCommunication EngineeringCommunicatorComputer NetworkingConsumer ServicesCustomer ServiceCustomer-orientedDlink (teleconnect Outsource)DrawingEnglishHTMLHard WorkerHelp PeopleInnovativeInternet Call Center RepresentativeJQueryLearnMicrosoft OfficeMicrosoft WordMusicNetworksReadingSupportTeam PlayerTechnical SupportTechnical Support EngineerVodafoneWeb DesignWebdesign

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Advanced

: Advanced

: Advanced

: Advanced

Tools and Technologies

Adobe Photoshop

Adobe Photoshop

: Expert

: Extreme - I love it!

:

1-3 years

Adobe Dreamweaver

Adobe Dreamweaver

: Expert

: Extreme - I love it!

:

1-3 years

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

Less than 1 year

Adobe Illustrator

Adobe Illustrator

: Advanced

: Extreme - I love it!

:

1-3 years

Microsoft Word

Microsoft Word

: Advanced

: Extreme - I love it!

:

3-5 years

Microsoft Office

Microsoft Office

: Advanced

: Extreme - I love it!

:

3-5 years

Fields of Expertise

Web Design

Web Design

: Expert

: Extreme - I love it!

:

1-3 years

HTML

HTML

: Expert

: Extreme - I love it!

:

1-3 years

CSS

CSS

: Expert

: Extreme - I love it!

:

1-3 years

JQuery

JQuery

: Expert

: Extreme - I love it!

:

1-3 years

Adobe Photoshop

Adobe Photoshop

: Expert

: Extreme - I love it!

:

1-3 years

networks

networks

: Advanced

: Extreme - I love it!

:

1-3 years

Adobe Illustrator

Adobe Illustrator

: Advanced

: Extreme - I love it!

:

1-3 years

customer service

customer service

: Advanced

: Extreme - I love it!

:

1-3 years

Key Skills

Communicator, Hard worker, Customer-oriented, Innovative, Team Player

Online Presence

www.linkedin.com/in/samar-zayed-854a2692https://www.facebook.com/ymo0o0o0o0o0o0o0o0raA?ref=tn_tnmn

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