TIGANI MOHAMED

•Customer Onboarding: Conducting a welcoming call and introduction to the client, providing a comprehensive review of the services, policies, processes, and associated SLAs. Clarifying any confusion, sharing support contact information, and mapping the client’s Point of Contact (POC) details to IVR for priority support and communication.

• Weekly Health Check: Making weekly follow-up calls to clients to assess service stability and customer satisfaction, ensuring that the client is happy with the services provided.

• Service Review: Conducting a monthly service review with clients to evaluate account health, reviewing billing trends for any abnormalities, and propose plan options to manage and control additional costs. Providing updates on the status of reported issues and ensuring that defined outcomes and customer goals are effectively met.

• Escalation Management: Handling escalations efficiently by taking full ownership of the reported case, promptly escalating it to the appropriate team, and ensuring quick resolution in accordance with the agreed SLA's.

• VOC Highlighting: Collecting customer feedback, suggestions, and recurring complaints, and escalating them to higher management through VOC (Voice of the Customer) system to ensure proper attention and resolution.

• Global Customer Support: Providing around-the-clock support for satellite connectivity users worldwide, ensuring timely and effective resolution of inquiries and issues.

• Multichannel Support: Assisting end users and service partners through Emails, Phone, and Chat, ensuring high accessibility and responsiveness.

• Back Office and Billing Management: Managing essential back-office functions, including post-pay billing entries, prepay refill website administration, verification of recharge-related cases, and adjustment of prepaid recharge issues, ensuring smooth processing for optimal service functionality.

• Issue Resolution: Proactively resolving customer inquiries using strong problem-solving skills to efficiently resolve issues and promote overall customer satisfaction.

• Provisioning: Expert in service activation, deactivation, and reactivation process, ensuring seamless transitions and optimal service delivery.

• Assistance Specialist: Providing personalized assistance to customers at branch, ensuring prompt resolution and answers to inquiries and concerns, maintaining friendly and professional attitude while addressing customer needs to enhance overall satisfaction and loyalty.

• Procedural Expert: Proficiently explaining complex procedures and requirements linked to customer requests, ensuring clarity, and understanding. Facilitated smooth interactions by offering detailed guidance, contributing to seamless customer experience.

• Managing client escalations and complaints, overseeing the resolution process to ensure timely and satisfactory case closure. Utilized strong communication and problem-solving skills to address client concerns effectively, fostering positive outcomes and preserving client relationships.

• Relationship Building, proactively cultivate sustainable relationships with clients by engaging with them regularly and ensuring their satisfaction with provided services. Understanding the client’s needs and preferences for enhancing loyalty and retention.

• Inbound & Outbound Calls Management: Proficiently managed both inbound and outbound calls, efficiently handling high volumes while addressing customer queries and providing assistance. used excellent communication skills and product knowledge to ensure effective resolution and enhance the customer experience.

• Customer Assistance and Issue Resolution: Providing full assistance and resolution to customer inquiries and concerns via phone communication, committing to high customer satisfaction through attentive listening, problem-solving, and well-mannered interaction, contributing to positive customer experiences.