Walid Arafa Email & Phone Number

Alexandria, Eg

•Resolve issues resulting from escalated tickets for second level troubleshooting received from the Customer Care organization.•Act as a liaison between the Communications Desk, Network Operations Center, Billing Assurance, Government Affairs, and Legal to define, analyze, and resolve complex escalated issues.•Provide support to the Legal department by researching customer interactions and providing the documentation needed to support those claims, contacting customers for Digital Millennium Copyright Act infringement terminations and notifications and other requests as needed.•Work closely with the Billing department and reach out to customers as needed for changes to customer billing that need to be corrected.•Specialty account handling and maintenance including employee account processing, campus accounts, beta accounts, test accounts, account ownership changes, municipal accounts, billing address updates, returned mail and any other account maintenance requests.•Customer Proprietary Network Information (CPNI) investigations and escalations•Customer data requests and customer contact as needed• Follow up to maintain superior customer satisfaction.

Alexandria, Egypt

•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 analyzing the symptoms using provided Tools.•Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP.-Identify and escalate priority issues and Redirect problems to appropriate resource.•Follow up and make scheduled call backs to customers where necessary.•Stay current with system information, changes and updates.

United Arab Emirates

•Represent DU products and services, in Several Du Retail Stores Allover UAE •Meet weekly, monthly, and annual sales quotas through the successful implementation of sales and marketing strategies •Achieve agreed upon sales targets and outcomes within schedule•Establish, develop and maintain positive business and customer relationships•Performing stores opening and closing reporting daily Agents performance and sales•provide excellent customer service experience handling service technical issue on spot or by escalating to the correct channels and follow up with the customer.

Alexandria, Egypt

•Receiving and processing warehouse stock products•Organize warehouse space•Contribute ideas on ways to improve or optimize warehousing procedures•Performing warehouse inventory controls and keeping quality standards high for audits