Sayed Amin Email & Phone Number

Cairo, Eg

Sharjah, Sharjah Emirate, United Arab Emirates

Responsible for Microsoft TEAMS software in implementing • online learning.Educated employees on cybersecurity best practices to reduce the number ofcyber incidents.•Designed and implemented hardware and software solutions to minimizedowntime.•Diagnosed, troubleshot and resolved system issues to minimize userdowntime.•Performed regular system evaluations, making improvementrecommendations to streamline processes and decrease operating costs.•Supported development of remote working hardware and software combinedsolutions.• Conducted IT onboarding of new starters.• Closed more than 20 tickets daily with 95 % customer satisfaction.• Completed company system upgrades to increase end-user efficiency.Improved overall network capabilities by implementing new connectivityconfigurations.•Maintained and performed hardware repairs on Windows, Mac and Linuxcomputers and devices.•Provided remote desktop support to an average of 10 users daily, efficientlyresolving issues to minimize downtime.

Dubai, United Arab Emirates

• Handling VIP, Sheikhs and Nobles customer's inquiries and complaints•Working directly with the back-office team to solve customer issues to assure the bestcustomer experience.•Provide accurate, valid and complete information by using the right methods/tools, and going the extra mile to engage customers.•Managed high-volume customer queries simultaneously through effectivemultitasking.• Offered prompt solutions to maintain 100% customer satisfaction.•Adhered strictly to policies and procedures for continued companycompliance.•Established positive relationships with clients by going the extra mile to buildrapport.• Liaised with the team to develop strategies for improving customer service by 95%.

Cairo, Egypt

• Manage a team of 15 customer service agents• Generating MTD reports for the team• Monitoring 98 % of agents' calls for internal quality• Holding weekly team meetings• Coaching agents on one to one meetings to work on their weakness points• Meeting financial and operational objectives on daily basis• Monitoring customer service level• Manage call center floor• Participating in annual appraisal•Cooperate with other team leaders to enhance area Key PerformanceIndicators• Generating some floor reports.•Supervised eighteen staff members and monitored performance to driveproductivity.

Cairo, Egypt

• Handling angry customers and complicated customer service cases.•Receiving the marketing department E-mails regarding new products/servicesand daily briefing sales representatives with the updates.•Directly contacting the concerned department to solve and follow up on customer complaints.• Responsible for the visual aspect of the store display.• Review the sales performance to meet the target.• Gather market and customer information.•Generate sales team reports improving the performance of the salesrepresentatives.

Cairo, Cairo, Egypt

• Handling• Handling walk-in customers, answering all their inquiries and solving theirproblems as a Customer Service Representative.•Selling products and services face to face: ADSL, USB, business, Mobile devices, pre and postpaid mobile lines, and data lines.• Creating solutions and ensuring a smooth sales process.• Submitting orders by referring to price lists and product literature.• Acting as a contact between the company and its existing and potential markets.

Cairo, Egypt

•Handling multi technical support cases for (3G, USB,ADSL, Blackberry) andcustomer service cases ( billing and inquires ) Via phone ,• Following up on customer complaints with back office.• Engineering team to ensure that customer problem has been solved.

Cairo, Egypt

• Monitoring the Technical support call centre and evaluating calls• Modifying Knowledge Base, holding quality sessions and sending quality tipsto improve the service level.

Cairo, Egypt

Providing technical support for internet services, billing clarification, & how touse it, routers troubleshooting, Wireless troubleshooting, Domain names ande-mail troubleshooting, , ADSL troubleshooting, , flowing up provisioning andtechnical complaints, handling various nationalities including locals and afterbeing promoted to senior agent I used to handle some more tasks whilecovering my team leader as his delegate.

Bachelor Of Science - Bs, Information Technology

Good, Information Technology