Mostafa Elwardany Email & Phone Number

Riyadh, Saudi Arabia

As Contact Centre Operation Shift Manager, I was in charge of hiring, training, and managing staff to handle customer service issues. I set, meet, and exceed goals by providing customers excellent service and helping motivate their team to do the same using key metrics.• Assisted in the process of ccc by stc COPC certification starting from training teams reaching to meeting all the global standards of CX. • Developed operation resources to join support functions as key resources. • Monitor, track and evaluate associate performance based upon pre-determined Key Performance Indicators (KPI’s) and provide personal feedback to associate to ensure all goals are met and CCC standards are adhered to• Setting performance metrics for team members and work with team members to ensure all metrics are met• Properly resolving problems and troubleshooting issues as they arise without the direction of management• Managing multiple social media LOB’s as well as staff members• Reporting to the assistant or general manager and meeting with management to review goals and metrics• Assigning team members with tasks to be completed each shift

Riyadh, Saudi Arabia

Under general supervision, in a 24/7 contact centre environment, Digital engagement Advisors will provide technical and network problem resolution to Jawwy end-users by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving SSOIDs issues, Jawwy app common issues, verifying proper SIM activation, Flexible phone plans upgrade/downgrade, assisting with navigating around application menus and troubleshooting for outgoing activities issues. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner to meet the overall project vision.• Utilizes effective verbal communication and problem-solving skills to handle customer service inquiries via multiple consoles such as eGain, Lithium LSW and ZenDesk.• Navigates a computerized system for responding to and/or troubleshooting customer questions, which includes using standard screens, scripts, and procedures.• Uses discretionary authority to satisfy the customer within reasonable limits including, but not limited to, adjustments or flexible Voice/Data plans.• Handles service inquiries and problems for one to three call-type functions via telephone, digital, Email or chat channels.• Accurately process and record transactions using a computer and designated tracking software.• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.• Follow up and make scheduled callbacks to customers where necessary.• Stay current with system information, changes and updates

Gharbia Governorate, Egypt

Customer Care Representatives at TE Data are Broadband’s personal experts on the other end of the phone line for our customers whether they have questions on their bill, have service issues or are looking to add digital cable, digital home phone or internet services.• Handle complaints concerning billing or services rendered, referring complaints of service failures to designated departments to seek resolution.• Achieve proficiency in providing customer support for service complaints within a required time frame.• Answer questions regarding services and products; receive telephone calls from cable customers to discuss billing questions and service concerns.• Handle customer needs and promote cable services to existing and new customers with tact and courtesy.• Place new installation orders, service orders for disconnects and service changes generated from the customer.• Responsible for researching customer complaints and processing billing adjustments by inputting credits or other adjustments into the computer records for customer accounts.• Handles customer calls via phone or in person and receives orders for installation, turn on, discontinuance, or change in service.• Solicits sale of new or additional services

Gharbia Governorate, Egypt

I was a part of the team acting as the first point of contact for all Net @ Net clients. The team and I were in charge of ensuring an extraordinary customer experience by building and maintaining relationships with clients and providing prompt and accurate service. Also handling customer complaints and inquiries with strong organization skills when supporting delivery and service operations.• Deliver class customer service to customers with issues and inquiries via phone, email and in-person meetings to enhance the sales KPIs. • Maintain solid customer relationships by handling customer inquiries and concerns with speed and professionalism.• Performs incident management and uses proprietary software programs to track calls from inception to resolution.• Utilizes research skills to troubleshoot customer problems.• Provided follow up calls to ensure customer satisfaction.• Provides proactive communication to internal and external customers.• Account management.