Customer Technical Support

Maha Soliman

Address: ** *** ******, ****** ** Koba, Cairo, Egypt

Mobile Phone: +201*********/ 010******** (Cairo)

E-mail: ****.*********@*****.***

OBJECTIVE

Seeking for a position where my skills and experience can be effectively utilized for increasing the company’s profitability

WORK EXPERIENCE & TRAINING

(1St of Jan, 2015 – Till now)

Account Manager – TTG.

(Maadi– Cairo).

Responsibilities:

-Operate as the lead point of contact for any and all matters specific to the customers

-Build and maintain strong, long-lasting customer relationships

-Develop a trusted advisor relationship with key customer stakeholders and executive sponsors

-Ensure the timely and successful delivery of our solutions according to customer needs and objectives

-Identify and grow opportunities within territory and collaborate with sales teams to ensure growth attainment

-Assist with high severity requests or issue escalations as needed

(May 16Th, 2014 – 31St of Dec, 2014)

Business Development Executive – TTG.

(Maadi– Cairo).

Responsibilities:

-Work with and expand current prospect database within specified business sectors to generate effective leads & exceed sales targets for the business

-Develop a sales contact plan direct marketing, and attending industry events to build relationships with key prospects

-Respond to incoming Requests for Information (RFIs), Requests for Proposals (RFPs) in a professional and creative manner

-Understand a prospect’s business needs and work with the expert teams to develop a tailored digital marketing proposal

-Work closely with colleagues to identify common new business prospects and cross-sell integrated search and affiliate proposition

-Represent the company at industry events, including round tables, speaking forums and new business events

-Work closely with Marketing to identify appropriate go to market messaging for specific business sectors

(Feb 2nd, 2012 Till May 16Th, 2014 )

Technical Support Agent – Sykes.

(Maadi– Cairo). “Sony Vaio”.

Responsibilities:

-Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.

-Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services

-Gather customer’s information and determine the issue by evaluating and analysing the symptoms.

-Research required information using available resources.

-Follow standard processes and procedures.

-Identify and escalate priority issues per Client specifications.

-Redirect problems to appropriate resource.

-Accurately process and record call transactions using a computer and designated tracking software.

-Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.

-Organize ideas and communicate oral messages appropriate to listeners and situations.

-Follow up and make scheduled call backs to customers where necessary.

-Stay current with system information, changes and updates.

(Aug 16Th, 2010 – Feb 11Th, 2012 )

Technical Support Agent – Xceed Contact Centre.

(Smart Village – Cairo). “du – Home Services”.

Responsibilities:

-Broadband, Landline & TV services customer care representative responsible for handling all customer inquiries whether related to any technical issue or even inquires related to product and information.

-Handled the floor support task for around 6 months.

-Delegated as a team leader for three weeks during my team leader annual leave.

-Escalating delayed customer’s cases to the back office for immediate resolutions to achieve customer satisfaction, which is our top priority.

(March 23rd, 2011 – July 4rd, 2011)

Technical Support Agent – du UAE.

(Dubai - DOZ). “NXT – AnaYou Project”.

Training task for NXT - AnaYou.

-NXT is a product where we can centralize the TV service and the broadband together to give the customers the opportunity to handle some of their internet related issues through their TV. The solution also enables the customers to make phone calls from the same devices.

-It adds also additional services to the customer’s home like Home Monitoring Cameras, VOD and remote access facility.

(Aug 16Th, 2009 – till Aug 15Th, 2010)

Customer Care Representative – Xceed Contact Centre.

(Smart Village – Cairo). “du - GSM”.

Responsibilities:

-Opens customer accounts by recording account information.

-Maintains customer records by updating account information.

-Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

-Maintains financial accounts by processing customer adjustments.

-Recommends potential products or services to management by collecting customer information and analysing customer needs.

-Prepares product or service reports by collecting and analysing customer information.

-Contributes to team effort by accomplishing related results as needed.

(August 1St, 2008 – August 15Th,2009)

Export Coordinator – Ingaz Company for Petroleum Services and Trading

Responsibilities:

-Handle export shipments’ arrangement from A to Z for an assigned base of accounts.

-Arrange booking export documentation, profit share calculation and billing.

-Trouble shooting, cargo claim, rate quotation, and customer service.

-Preparing & Reviewing Document Required, Arranging shipments, confirming order approval, handling pricing information and releasing invoices.

(July 1St, 2007 – Nov 30Th, 2007)

Sales Coordinator – Dahab Company (Real Estate)

Responsibilities:

-Respond quickly and efficiently to all in-coming sales enquiries, by telephone, fax and e-mail.

-Contribute to customer satisfaction by ensuring the accuracy and timely processing of orders.

-Contracting bookings and raising invoice.

-Ensure an efficient tracking system of all event paper-work.

EDUCATION

-Graduation Year Class ‘08.

-Qualification Title Bachelor of Commerce.

-Department Accounting.

-Place Commerce Faculty, Ain Shams University.

COURSES ATTENDED

Conversational English, Advanced stage. Berlitz International Learning Centre.

Time & Stress Management sponsored by New Horizons International Learning Centre.

Communication, negotiation & presentation skills seminar. New Horizons International Learning Centre.

International computer driving license (ICDL). ICTC Centre.

COMPUTER SKILLS

CCNA.

CCNP (Route).

MCITP.

Excellent knowledge of Microsoft OS.

Excellent knowledge of Internet fields & Networking.

Excellent computer skills regarding speed writing, managing computer problems and troubleshooting.

ABOUT ME

Full Name Maha Abdel Rahman Soilman.

Date of Birth Dec 25, 1987.

Nationality Egyptian.

Marital Status Married.

Languages

Arabic Mother Tongue.

English Reading & writing: Excellent.

Speaking and understanding: Excellent.

Good listener – analytical and questioning.

Ambitious, loyal and dependable.

Knowledge seeker – always seeking to learn and grow.

Contact this candidate