Kirolos Girgis Kelada

Responsible for managing and implementing Customer Service processes and activities in alignment with the strategy of the department to enhance customer satisfaction and meet key performance indicators and objectives for the contact centre & retail and home visits customer service support also to administer customer service general activities, review dashboard results, improvement actions implementation, compliance with SLAs, policies and procedures .

My Achievements in WE

1- Opening and operating 33 technical support service centers in the Central Upper Egypt Sector switchboards to provide after-sales services.

2- Participating and working in many of the company’s projects over the course of 14 years, including:

• mobile launching
• ADSL Huawei HG530 Migration
• VDSL technology( Ports-CPE)
• Supervectroning technology (Port-CPE )
• FTTH projects & HK projects
• BSS System migration

3- Selecting and appointing more than 120 qualified employees to operate the technical support centers.

4- Coordination with all concerned departments and the establishment of large-capacity support warehouses to save the cost of transporting weekly mission plans in 30 central offices.

5- Participation in operating the first HK Village (Al-Zurabi Abu Tig, Assiut) and setting procedures that guarantee the customer the ease of operating the terminal unit without visiting and completing the migration procedures with all concerned departments.

6- Promoting and selecting 22 employees to higher job levels and developing the necessary training plans for this.

7- Participate in setting specific, measurable, achievable, relevant, and time-bound smart objectives for all job levels and develop skills competencies that ensure efficient workflow and an advanced level of customer experience.

8- Providing a healthy work environment for employees through continuous meetings, visits to workplaces, discussing employees’ problems, working to solve them, and accepting opinions and other opinions.

9- Develop emergency plans for workers, equipment used in work, and warehouses with specialized managers.

10 - Field work in technical support centers, listening to customers’ opinions and complaints, and working to resolve them.

• Worked with this position to resolve problems, improve operations and provide exceptional customer service.
• Supervised [12] [seniors] & [60] [Agent] in providing excellent customer service to callers requiring assistance for technical and non-technical issues.
• Developed team communications and information for handling customers.
• Follow with team members Customers Faults and insure SLA achieved.
• Follow with team members with right technical solution for ADSL/ VDSL problem and insure customer satisfaction.

• Follow with team members Customers Faults and insure SLA achieved.
• Lead team member with right technical solution for ADSL problem physical and logical.
• Handle customers –agent CSO problem and insure customer satisfaction.

• Handle ADSL line physical &logical issues using TEData tools.
• Handle ADSL CPE configuration (option back, upgrade IOS, WIFI project).
• Handle ADSL technical visits.

- Maintain site faults 2G (Huawei BTS ,3900 ,3012).antennas, feeders connectors,GRFU,DRFU,MRFU,DDPU,DTRU,DTMU,Battay cabinet and alarm unit

- Maintain microwave Huawei RTN (1+0,1+1,2+2).PX1,PX2,IF4,EMS6,

PH1,PD1and XPIC using T2000 program

• Maintenance engineer for Xerox products (Printers, Fax, Scanners & Copiers).
• Mange the monthly maintenance plan and ensure customers satisfaction.
• Preparing technical offers according to customer need.