Mohamed Yasser

A flexible customer service or technical support specialist with technical
experience and knowledge of networking and hardware maintenance. Good
bilingual communication skills (English, Arabic and French) and a friendly
customer-oriented attitude.

Customer Service Representative (High value customers), Vodafone EGY

Cairo, Egypt —  Nov 2012 – April 2013

As a customer service agent in one of the greatest multinational company I had faced a lot of hard situations and I have learned how to overcome every obstacle that will face me where I had the below responsibilities and tasks.

Job Responsibilities

• Provide Vodafone Egypt High customers with all required information related to the company products and services with delighting them with a superior customer service.
• Applying FCR concept for all customer’s inquires.
• Providing technical support for ADSL users on the phone.
• Provide customers with superior recommendations and actions, and be a driver for customer’s satisfaction and Loyalty.
• 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.
• Prioritizing and achieving multiple tasks, establishing and meeting deadlines. - Follow up all customers related issues and provide timely feedback to Vodafone Egypt High Customers.

Customer Service Representative, Orange EGY 

Cairo, Egypt —  April 2013 – May 2014

As a customer service agent in one of the greatest multinational company I had learned more skills in customer service how to reach always the customer satisfaction ,also how to deal with any type of customers I had the below responsibilities and tasks . 

Job Responsibilities

• Receive and respond to customer service account inquiries on account balances, transaction details, statements and fees and charges. 
• Ability to work varied hours, including weekends, holidays and overtime as required.
• Handle customer billing issue also educate him about his bill cycle and how to avoid balance dispute.
• Troubleshoot all technical issue regarding mobile internet, also basic troubleshooting for the USB modem.
• Educate Customer how to keep their private stuff while lost or stolen their mobiles and how to restore back both mobile and SIM card.
• 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.

Technical Support specialist (Internship – Golden profile) , TEDATA 

Cairo, Egypt —  June 2014 – February 2015

As a technical support agent at the largest ISP (TE DATA) in Egypt, I was assigned to various networks and internet connections problems where I had the below responsibilities and tasks.

Job Responsibilities

Technical Support specialist & customer service Representative &social media specialist, NOOR ADSL 

Cairo, Egypt —  February 2015–   November 2016

As a technical support agent at the largest ISP (NOOR ADSL) in Egypt, I was assigned to various networks and internet connections problems also social media issues where I had the below responsibilities and tasks.

Job Responsibilities

Technical support specialist call center for   (High value customers)  , Vodafone EGY

Cairo, Egypt —  June 2017–  Feb  2018

As a technical support agent at the largest telecommunications company   (Vodafone) in Egypt, I was assigned to various networks and internet connections problems also billing issues.

• 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.

Senior Supervisor at (NAS administration services)

Abu Dhabi, UAE —  April 2018–  till now

Job Responsibilities