Nader Rashed Email & Phone Number

South Africa

• Responsible for establishing and managing the systems, processes and reviews for quality across the Egyptian subsidiary of Sweepsouth.
• Communicated regularly the status of quality and improvement initiatives with the South African HQ.
• Increased the average quality scores of the different services by more than 50% in 2022 through different measures.
• Aggregated, analyzed and took action upon customer feedback data to take actions with operations and customer care team around certain services, geographies and service providers.
• Responsible for monitoring customer care phone calls and work on initiatives to improve their performance alongside customer care.
• Monitored overall performance of the call center system including average call duration, abandoned rates, etc.

Egypt

Cairo, Egypt

• Part of Filkhedma’s founding team and took multiple roles in customer care and operations.
• Built Filkhedma’s customercare policies and procedures.
• Built Filkhedma’s customercare call center system and was responsible for software maintenance and updates alongside an external IT service provider.
• Managed technology integrations with inhouse technology team between call center software, ticketing system, and database.
• Launched and managed outbound sales function.
• Managed operations and dispatching for technicians for two years.

Cairo, Egypt

• Receive customers complains and inquiries about promotions and services related to Etisalat voice lines and data lines.
• Adjust customers’ handsets and configure them to be ready for internet use.
• Troubleshooting the Network and ADSL over the phone.
• Test customer connection using diagnostic utilities to detect and resolve problems.

Cairo, Egypt

• Computer maintenance (solving all customers software problems on spot).
• Diagnose the computers or laptops problems and make Hardware checks to determine where the fault is.
• Mobile Maintenance software.

Germany

• Product and service quality check and data reporting.
• Physical spot checks on International Shops and stores Quality.
• Reporting customer satisfaction.
• Implementing surveys for Stores services.
• Testing employers’ actions by acting as a customer.

Cairo, Egypt

• Computer maintenance (software, hardware).
• Teaching computer courses (office, windows, Internet, Video editing programs).
• Mobile Maintenance software and hardware.

Cairo, Egypt

• Troubleshooting the Network over the phone (DSL problems: ADSL & SDSL - FR: connectivity between banks and companies).
• Configuring ADSL & SDSL routers.
• Working on Nortel equipment’s.
• Working on application CRM (customer relationship manager).
• Test customer connection using diagnostic utilities to detect and resolve problems like Ping utility, Etc.) in order to isolate any customer

Cairo, Egypt

• Working in field of Movable Prisma display system.
• Coordinated between the headquarters and the factory.
• Calculate the measurements to carry out the projects.