Adel Ezzat Email & Phone Number

Cairo, Cairo Governorate, Eg

Giza, Al Jizah, Egypt

• Oversee daily operations of the customer tickets received through Zendesk in CX products ex. Cisco, Genesys Pure Cloud and Engage, Kore ai, Verint, Zoom and Sprinklr.• Ensure high levels of customer satisfaction through excellent service.• Develop and implement support strategies and processes.• Train, mentor, and provide feedback to team members.• Monitor KPIs and identify areas for improvement.• Collaborate with other departments to resolve customer issues.• Handle escalated customer complaints and provide solutions.• Maintain up-to-date knowledge of company products and services.• Prepare and present regular reports on team performance.• Ensure compliance with company policies and procedures.• Identify and address training needs within the team.• Implement and manage customer support tools and technologies.• Conduct regular team meetings and one-on-one sessions.• Develop and maintain customer support documentation.• Assist in the recruitment and onboarding of new team members.• Stay informed about industry trends and best practices ITIL approach.• Manage team schedules and workload distribution.• Promote a customer-centric culture within the team.

Cairo Governorate, Egypt

• Operations leading and allocating the available resources to the received tasks/tickets daily.• Handling the reported cases received in the portal or routed from the tear two supportteam.• Investigate the L3/L4 received heated cases and take the proper action.• Report the daily SLA and heated cases to management.• Managed to resolve about 13K ticket backlog with bulk action after classifying thereceived ticket type.

Cairo, Cairo, Egypt

• Installs, modifies and makes minor repairs to receiver hardware-software systems.• Resolves tickets representing staff-generated technical requests or problems andtroubleshoots technical and process issues to maintain productivity.• Maintains system functionality by testing receiver components.

Giza, Al Jizah, Egypt

• Driving an outbound campaign that leverages the collected amount percentage.• Insert segmentation filtration techniques that enhance the customer experience

Giza Governorate, Egypt

• Sorting out the billing issues/disputes and addressing the concerns with the relevantteams then updating the customer.• Identifying any global issue and managing to escalate it till we got it resolved.

Cairo, Egypt

• Troubleshooting and handling customer service technical concerns.• New Lines activation and verification of the identity.• Collect samples of the system bugs and analyze it before escalating it internally andtaking the needed action.