With over 4 years of experience in technical support and operations management, I am a skilled RTM Analyst and operations analyst with expertise in monitoring schedules and ensuring adherence across multiple LOBs. As a subject matter expert, I have successfully handled technical escalations and provided VIP customer support while delivering knowledge sessions and training to agents. I am adept in managing service levels, analyzing real-time reports, and communicating process improvements to stakeholders. Additionally, my experience in second line support and technical consultancy has honed my skills in resolving physical faults and configuration issues With a Bachelor's degree in Accounting and Business/Management and proficiency in HR, stakeholder management, and project management, I am confident in my ability to deliver results and meet customer expectations.
Hi, I’m
Sara Mohsen
Operations support
Summary
Overview
5
years of professional experience
4
years of post-secondary education
Work History
e&enterprise IOT & AI, Abu Dhabi
L1 Technical Support Engineer
01.2023 - Current
Job overview
- Collaborated with outside departments to implement system-wide improvements.
- handling ITSM Remedy Tickets for customer's technical problems while minding SLA and quality.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Generated reports to track performance and analyze trends.
- Monitored system performance to identify potential issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
VOIS, Giza
Real-Time Analyst
10.2020 - 01.2023
Job overview
- Monitoring schedules and adherence of all VOIS UK LOBs
- Flagging adherence issues to team managers and operations managers
- Highlighting impact of different activities impacting delivery and main KPIs
- Managed real-time inbound call traffic across multiple contact center locations.
- Sending insights and details to several stakeholders
- Produced detailed and relevant reports for use in making business decisions.
- Optimized schedules, forecasts and other tools to present to management.
- Evaluated current processes to develop improvement plans.
- Gained extensive knowledge in data entry, analysis and reporting.
- Provided professional services and support in a dynamic work environment.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
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VOIS, Giza
SME Relationship Manager
10.2019 - 10.2020
Job overview
- Handling technical related escalations and VIP customers
- Technical consultancy to the queue, performance managing, Real time reports and analysis, managing service level of fault tickets
- Delivering knowledge Sessions/Packs/Training/Handover to agents
- Assisting engineers in fixing faults in exchanges, cabinets, or any physical faults within the infrastructure, Network, customer's equipment, or local network
- Communicating with different stake holders for process changes/improvement
- Second Line Support _
- Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Participated in staff meetings to discuss innovative strategies to improve services.
- Monitored customer feedback and generated reports to identify areas of improvement.
- Engaged in product training, demonstrations, consumer awareness, and acquisition initiatives to raise awareness and revenues.
- Developed engaging and entertaining presentations to maintain employee attention and improve impact of training.
- Developed effective training manuals, modules and teaching aids.
- Held demonstrations and one-on-one coaching sessions on to deliver product knowledge
VOIS, Giza
2nd Line Support Engineer
12.2018 - 10.2019
Job overview
- Handling technical issues regarding activations of broadband service to Vodafone UK customers
- Contacting main internet Provider Company (British telecom open reach) and site engineers to help solve technical issues regarding delaying or rejecting in the activation of broadband services
- Handling tickets raised by first line team to assist in resolving physical faults and configuration issues that might affect broadband services and telephony networks (landlines) within the exchanges, PCPs, and up until customer's equipment
- Raising tickets to third line team (Network team) regarding Vodafone core network and congestion issues.
- Troubleshot, investigated and created detailed bug reports.
- Represented support team while working cross-functionally with other departments, providing insights and advocating for customers and team.
- Recommended or wrote documentation to train users and new team members.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Implemented technical solutions to solve customer issues and increase satisfaction.
VOIS, Giza
Technical Support Specialist
08.2018 - 12.2018
Job overview
- Handling home broadband technical issues/queries for UK Vodafone customers
- Used ticketing systems to manage and process support actions and requests.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Developed in-depth understanding of product features and services to offer comprehensive support.
- Responded to customer inquiries via telephone, email and live chat to provide updated information.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Provided information about available products and services, membership details, and purchase advantages.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Resolved complaints to satisfy customers and encourage future transactions.
Education
Ain Shams University Cairo, Egypt
Bachelor's degree from Accounting and Business/Management
10.2017 - 06.2021
University Overview
Skills
Project Management
undefinedTimeline
L1 Technical Support Engineer
e&enterprise IOT & AI
01.2023 - Current
Real-Time Analyst
VOIS
10.2020 - 01.2023
SME Relationship Manager
VOIS
10.2019 - 10.2020
2nd Line Support Engineer
VOIS
12.2018 - 10.2019
Technical Support Specialist
VOIS
08.2018 - 12.2018
Ain Shams University
Bachelor's degree from Accounting and Business/Management
10.2017 - 06.2021
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