Ahmed Ali
Ajman
Summary
Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.
Overview
11
11
years of professional experience
Work History
Customer service technical support
Etisalat Contact Center
07.2020 - Current
- Provided technical support to customers via email, phone and remote access tools.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Answered customer inquiries and provided accurate information regarding products and services.
- Resolved customer inquiries by troubleshooting hardware and software issues.
- Documented customer service interactions in ticketing systems.
Technical support
Raya Contact Center DOZ (Etisalat Uae)
06.2016 - 07.2020
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
Mobile Site Engineer
11.2014 - 03.2016
- Conducted site surveys and analyses to identify construction requirements.
- Ensured that all safety regulations were strictly adhered to during on-site operations.
- Resolved technical issues arising from design or installation problems encountered at the site.
- Supervised and monitored project subcontractors and labor force.
IT Sales Executive
Al Bostan Electro. Store
10.2013 - 10.2014
- Sales and managing and monitoring day to day business operations
- Installing and configuring computer hardware, software, systems, networks, scanners, routers.
Education
Risk Assessment -
03.2015
Bachelors - Electronics & Communications Engineering
October 6 University
07-2013
First Aid -
03.2015
Cisco Certified Network Associate (CCNA) "Course" -
10.2012
Attended the seminar with subject "Optical Fiber Cables" -
12.2011
BASICS OF ELECTRONICS -
08.2010
Skills
- Proteus, Proton IDE, Electronics Workbench, Advanced Design System (ADS)
- User Support
- Customer Service
- Network configuration
- Complaint resolution
- Windows
- Internet, Microsoft Office
Other Qualifications
- Good team work
- Well-organize
- Ability to adapt quickly
- High communication skills
- Flexibility
- Problem-solving skills
Personal Information
- Date of Birth: 01/09/1991
- Nationality: Egyptian
- Driving License: Uae Drive License
- Marital Status: Married
- Religion: Moslem
- Visa Status: Residential Visa
Languages
- Arabic, Native, Native, Native
- English, Good, V.Good, V.Good
References
References available upon request.
Timeline
Customer service technical support
Etisalat Contact Center
07.2020 - Current
Technical support
Raya Contact Center DOZ (Etisalat Uae)
06.2016 - 07.2020
Mobile Site Engineer
11.2014 - 03.2016
IT Sales Executive
Al Bostan Electro. Store
10.2013 - 10.2014
Risk Assessment -
Bachelors - Electronics & Communications Engineering
October 6 University
First Aid -
Cisco Certified Network Associate (CCNA) "Course" -
Attended the seminar with subject "Optical Fiber Cables" -
BASICS OF ELECTRONICS -
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