Experience

Innovation Networks Inc.

• Canada
• Information Technology & Services
• 1 - 100 Employee

• Application Support Manager

  • Jan 2022 - Present

• Application Support Associate Manager

  • Nov 2020 - Jan 2022

• Team Leader

  • Sep 2019 - Nov 2020

• Costumer Support Analyst

  • Mar 2019 - Sep 2019



Biro Holdings Ltd.

• Store Manager

  • Jul 2016 - Dec 2018

  • Ensure smooth daily operation of the store by scheduling monthly, weekly and daily task. • Prioritizing task based on the store need and following up work results. • Meeting daily and monthly sales goal. • Maintain store staff by recruiting and training new employees. Handled 10-11 staff in summer and 7-8 staff in winter. • Create yearly sales report by product and supplier. • Perform annual inventory by counting quantity on hand and update record in the system. • Manage store stock level, check most sold items and request more stock from warehouse. • Issuing and processing gift card, store credit, discounts, returns and exchanges within store policy • Organize and strategically display items within the store. • Address customer complains in a timely manner in person and via email/phone. • Responds to email and phone inquiry for product information, stock availability, shipping cost and order status. • Fulfill website orders in a timely manner by gathering all items by SKU number/description, properly package and create shipping label. • Estimate time and cost of shipping for in-store customers. Provides customer with shipping policy, forms and tracking information. • Assisted other store when no Supervisor/Manager in presence. Show less

• Sales Associate/Supervisor

  • Apr 2013 - Jul 2016

  • Greet and approach customers in a professional manner• Cash handling from everyday sales transactions and closing cash outs • Forward room charge to hotel front desk• Store keyholder – responsible for opening and closing procedure • Completes task given and takes initiative with less supervision • Promoted as Supervisor after 2 years • Assist with stock inventory, display arrangements and organize stocks • Report to Manager when issue occur, pending customer inquiry, store supply and out of stock items • Organize, clean store and make sure all items are properly labeled and priced • Provides customer hotel amenities and activities Show less



TeleTech

• Egypt
• Telecommunications
• 700 & Above Employee

• Technical Support Representative

  • Jun 2012 - Mar 2013

  • Handling Inbound call in a professional manner; occasional Outbound for call backs and following up service/work order. • Diagnose reported issue and provide necessary resolution. Properly escalate to Tier 2/3 Support if exhaust all troubleshooting steps. • Resolve issues in a timely manner to avoid call queuing. • Assisting customer to troubleshoot Computer and Networking Issue (Windows and MAC OS) such as: o Wired/Wireless network connection computer, tablets, phones and other wireless devices o Modem and router configuration. Issue product replacement for faulty modem by Supervisor's approval. o Speed issue by diagnosing if it's by malware/anti-virus software, intermittent connection or issues at central office • Multi-tasking by handling call while documenting information provided and navigating multiples tools to resolve issues. • Document detailed information and select correct field for ticketing system. • Support Email configuration by resetting password and/or setting up email in outlook via phone or remote session. • Assist new customer to set up modem by guiding them step by step. • Schedule technician when issue is within customer's premise (phone jack is not working, internal wiring and additional services) • Provides information by service status, upcoming/ongoing outages and redirecting to correct service department. Show less