serag eldin

Identified customer needs to upsell mobile plans, home internet, and TV packages, improving revenue and customer satisfaction. Managed post-sale onboarding, including porting phone numbers and activating new services for a smooth transition.

Provided exceptional customer experiences by actively listening, resolving issues efficiently, and delivering personalized engagement. Analyzed customer data to identify sales opportunities, handled billing disputes, and offered technical support by troubleshooting and diagnosing issues.

Handled customer inquiries by providing accurate information and timely resolutions to ensure a strong customer experience. Followed up on orders to confirm timely delivery and coordinate documentation and cross-department communication for smooth transitions.

Monitored team performance and created tailored development plans for each member. Led coaching and 1:1 sessions, ensured SLAs and targets were met, and tracked chat/call/ticket performance to provide feedback and maintain schedule adherence.

Handled inquiries for prepaid, postpaid, corporate, and DSL customers, resolving technical issues using available tools. Managed escalations between departments, retained irate customers using soft skills, and ensured compliance with quality guidelines and company policies.

Worked as a sales and financial moderator supporting commercial activities and financial moderation processes. Coordinated responsibilities across sales-related operations during the role period.

Assisted in laboratory support activities as a chemist assistant during day-to-day operations.

Dispensed prescribed drugs under the supervision of pharmacists by reading and validating prescriptions. Supported multiple pharmacy locations with pharmacy assistant responsibilities from 2012 to 2017.

Earned a Bachelor of Laws degree at the Faculty of Law, Alexandria University from 2018 to 2022.

Completed the CXX (Customer Experience Excellence) course with Vodafone Egypt.