Youssef Rafeek Email & Phone Number

Cairo, Egypt

• Successfully addressed and resolved various IT issues, including hardware malfunctions and software bugs.
• Provided remote support to users, ensuring minimal downtime and timely issue resolution.
• Installed, configured, and upgraded hardware and software components to enhance system performance.
• Conducted user training sessions to empower individuals with essential IT knowledge and skills.
• Conduct remote troubleshooting to resolve IT issues, maintaining high satisfaction.
• Efficiently manage and track IT assets, ensuring accurate records and optimal resource allocation.

Cairo, Egypt

• Provided front-line technical support to end-users, addressing hardware and software issues effectively.
• Responded to help desk tickets and inquiries guiding users through step-by-step solutions, ensuring timely resolution and minimal disruption to workflow.
• Diagnosed and troubleshooted hardware and software problems, prioritizing and escalating issues based on severity and impact.
• Maintained and updated documentation for common technical issues and solutions in the knowledge base.
• Assisted with hardware and software installations, configurations, and upgrades.
• Conducted remote troubleshooting and provided phone support to resolve IT-related problems.

Kuwait

• Managed incoming inquiries and outbound communication related to book and certificate orders for Kuwait University.
• Processed customer orders efficiently, including order placement, tracking, and handling modifications when required.
• Collaborated with internal teams to address complex issues and expedite solutions for timely order delivery.
• Met or exceeded performance targets, including response time, issue resolution, and customer satisfaction metrics.

Kuwait

• Provided comprehensive information about delivery schedules, order status, and product details to customers.
• Maintained accurate and organized records of customer interactions and order details using company systems.
• Assisted in troubleshooting and resolving issues related to book and certificate orders, ensuring a positive customer experience.
• Contributed to the enhancement of customer service processes by providing valuable feedback and suggestions.

Giza, Egypt

• Investigated and resolved customer complaints related to Orange products and services.
• Analyzed customer concerns to identify root causes accurately.
• Engaged with customers via various communication channels, addressing issues professionally.
• Demonstrated strong problem-solving skills to offer effective resolutions and prevent recurring problems.
• Coordinated with internal teams to implement corrective actions and prevent future complaints.
• Maintained detailed records of customer complaints, resolutions, and follow-up actions in the complaint management system.

Giza, Egypt

• Managed incoming customer inquiries through various communication channels, including phone calls and emails.
• Provided detailed and accurate information regarding Orange products, account information, services, troubleshooting steps and billing inquiries.
• Demonstrated effective problem-solving skills to address and resolve customer concerns, ensuring satisfaction.
• Processed customer requests, including new service activations, plan changes and account modifications accurately and efficiently.
• Utilized CRM tools to log and track customer interactions, ensuring a comprehensive record.
• Collaborated with cross-functional teams to resolve complex issues and escalate matters when necessary.