Ahmed Ibrahim

Experience

• 

  Teleperformance

  Apr 2022 - Nov 2022

  1-Mentorship and Training:Serve as the first point of contact for team members seeking assistance with customer inquiries, processes, and tools.Provide on-the-spot coaching and solutions to help representatives handle challenging situations.Assist in onboarding new hires by sharing best practices and knowledge of e-commerce customer service operations.2-Knowledge Sharing:Stay updated on company policies, product changes, and service updates, and ensure the team is informed.Create and share resources like FAQs, troubleshooting guides, and process checklists to support efficient workflows.Performance Support:3-Monitor team interactions and provide constructive feedback to improve customer satisfaction and adherence to company standards.Offer real-time assistance to representatives during peak times or complex customer interactions. Show less 1-Customer Support:Respond to inquiries via phone, email, chat, and other communication channels, providing accurate and timely solutions.Assist customers with order tracking, returns, refunds, and product information.Handle multilingual support (where applicable) to cater to diverse customer needs.2-Problem Resolution:Resolve customer complaints efficiently, ensuring satisfaction and maintaining brand reputation.Collaborate with internal teams, to address and resolve complex issues. Show less

  • Floor Support Advisor

    Jun 2022 - Nov 2022

  • Customer Support Specialist

    Apr 2022 - Jun 2022
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  Verizon

  Apr 2024 - now

  Billing and Technical Support Representative

  1-Billing Support:Assist customers in understanding their billing statements, resolving discrepancies, and managing payments.Provide guidance on payment plans, promotions, and billing adjustments when necessary.2-Technical Support:Troubleshoot and resolve technical issues related to Verizon products and services, including internet, wireless, and TV.Guide customers through step-by-step resolutions, ensuring their connectivity and satisfaction.3-Sales and Upselling:Identify opportunities to recommend new products, services, or upgrades based on customer needs.Educate customers on Verizon's latest offerings, promotions, and value-added services.Achieve sales targets by fostering positive customer relationships.4-Customer Experience:Deliver a seamless and personalized experience for every customer interaction.Maintain accurate records of customer interactions and ensure follow-ups as needed. Show less