Ahmed Diyab

Communications and Network Project

(Northern Border Guard):

• Follow up the communications systems that fall within the responsibility of the sector
• Monitoring the state of the network that connects the sector's leadership to the control centers and towers

The communication systems that fall within the scope of responsibility

• Cisco phones (IP Phones)
• Microwave Towers
• Fiber Optic Network
• The switches and servers that connect the sector leadership with the command towers and centers, as well as those that connect the sector leadership with District command

• Resolved diverse range of technical issues related to FTTH & XDSL across multiple systems and applications for customers and end-users across various time zones
• Handled outbound and inbound phone calls to deliver support and remotely resolve service issues by using Alcatel-Lucent Enterprise, U2000, HDM, ICMS, One view systems
• Conducted diagnostic procedures to determine root cause of customer problems and provide accurate repair recommendations.
• Dispatched field service technicians to correct issues requiring in-person technical assistance
• Assessed technical complexity of tickets to escalate to Tier 3 team
• Wrote and modified SQL queries to collect data for analytics, critical statistics and generate reports
• Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions
• Developed proactive tools to assist customers and internal support organization
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
• Learned new skills and applied to daily tasks to improve efficiency and productivity.

• Build and assure customer’s interest in the services and products offered by the company
• Work on achieving the desired CCC business plan results for revenue & costs
• Handle and Manage Customer Interactions through inbound/outbound voice and data contact
• Resolve customer complaints via phone, system, email, or social media
• Follow communication unified scripts when handling different topics
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Follow the calls durations and methods as it’s requested
• Proper use of system, email or portal while raising any request or issue
• Update the existing database with changes and status of each Customer/ Prospective customer
• Arrange dispatching the products, information packages, brochures etc. to clients and other interested parties To ensure satisfactory resolution of varieties of issues
• Answer and Manage, resolution of billing queries / Issues
• Keep and maintain apprised of Products, Services, Promotions and Warranties
• Raise and follow up an Appropriate escalation of unresolved complaints
• Ensure and focus on satisfactory resolution of varieties of issues
• Contact and interface with respective work center for resolution of complaints
• Aware and being adequately trained and updated on any changes that take place from time to time
• Perform and manage service delivery to customers to ensure high customer satisfaction levels and customer retention
• Achieve the required KPI related to the process in order to achieve the targeted score daily, monthly and yearly