ToQa Nasser

Experience

• 

  Al-Ahram Establishment

  Jan 2017 - Sept 2017

  German Translator

  - Conduct research to uncover interesting & significant news.- Gather, corroborate and interpret data.- Receive assignments or investigate news leads/tips

• 

  Teleperformance

  Sept 2018 - Mar 2020

  - Build sustainable relationships of trust through open and interactive communication.- Extensive and deep subject matter knowledge of business rules and obtaining an excellent degree in the passing exam.- Supporting agents and provide them with updates and raise the efficiency and performance of employees.- A full range of strategic management and leadership skills.- Meeting the client at the annual and half yearly visits and organizing his tours. - Anticipate escalations and provide different ways to handle them.- Perform troubleshooting with the customer to identify root causes and provide them suitable solutions for their issues. - Maintain a high level of professionalism with customers and working to establish a positive rapport with every caller.

  • Subject Matter Expert

    Aug 2019 - Mar 2020

  • Customer Service Representative

    Sept 2018 - Aug 2019
• 

  Vodafone

  Mar 2020 - now

  Incident Management Engineer

  - Perform fault troubleshooting, identification and resolution for Vodafone Germany Enterprise Customers.- Solve the Incident within the comply SLA and meet the agreed KPI.- Deal with different Internal Competence Teams ,Carriers and 3rd Parties to solve the ticket when needed to solve the ticket within SLA .

• 

  _VOIS

  Jun 2023 - now

  Office 365 incident management engineer

  Supporting large German enterprises withthe fixed network solutions provided byVodafone Business.Configuration, deployment troubleshooting of Microsoft Office 365 Cloud services,including Azure, Teams,SharePoint, OneDrive, Exchange services.