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Mark Tawfik

Mark Tawfik

Consumer Postpaid and Enterprise market senior specialist

Mobinil

Consumer Postpaid and Enterprise market senior specialist

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Mobinil

Consumer Postpaid and Enterprise market senior specialist

Key responsibility
- Leading the team to achieve the daily operational tasks, taking the needed actions to solve the problem on system (BSCS, SBL...) and report the major problems that affect the customer experience and revenue to the billing operations and technical teams to find out a permanent solution.
- Receive and validate Mobinil new products, services and offers (projects) submitted by commercial projects team and recommend new specs for these new products to enhance the customer experience achieving the highest customer satisfaction.
- Receive and negotiate Mobinil products and services’ handling process with CRM process team, based on function’s demands in alignment with company’s business directions.
- Communicate with the NTRA (National Telecom Regulatory Authority) on behalf of Postpaid consumer and enterprise segment back office.
- Provide continuous counseling to team members by creating working instructions (WI) for handling any type of complaints, adding these WI to the team site on intranet and delivering training sessions.
- Support in generating business from existing accounts and consumers, achieving profitability while handling their complaints in add to Building and maintaining healthy business relations with major corporate clients and governmental organizations.

Career medium 03
Career
Career medium 03

Mobinil

Consumer Postpaid and Enterprise market Specialist.

Key responsibility
- Distribute and follow up the received complaints via mails and faxes from customers and other departments.
- Handle & solve high severity cases transferred from the CEO and VPs offices and Perform all requests and actions within the predetermined SLA’s, providing the best possible service to both external and internal customers to achieve highest level of customer satisfaction.
- Communicate with the NTRA (National Telecom Regulatory Authority) on behalf of enterprise segment back office.
- Resolve all customer complaints (individuals, global), within the pre-determined SLA’s with high accuracy, providing final feedback to customers after solving his/her complaint via Call back/e-mails/ SMS.
- Work closely with Telco fraud team by reporting any suspected fraud cases with full evidence to them.
- Receive and validate Mobinil new products, services and offers (projects) submitted by commercial projects team and recommend new specs for these new products to enhance the customer experience achieving the highest customer satisfaction.
Support in generating business from existing accounts and consumers, achieving profitability while handling their complaints in add to Building and maintaining healthy business relations with major corporate clients and governmental organizations.

Career

Mobinil

Customer Communication Executive

- Fully understands & adheres to company policies & procedures that generate personal/Professional credibility & trust.
- Handles all inbound calls of the call center & provide the customers with the Possible highest level of service to achieve the highest satisfaction
- A complete & comprehensive understanding of Mobinil Products & Services to provide proper information to customers also fully understands the company policies & procedures.
- Respects & applies company’s vision & values ensure continuous improvement & development.
- Resolves customer’s complaints in time & treats them as business opportunity.
- Escalates problems & provides relevant feedback to the right channels.

Career medium 01
Career
Career medium 06

Max Graph Advertising.

Public Relations Executive

- Planning publicity strategies and campaigns.
- Writing and producing presentations and press releases.
- Dealing with enquiries from the public, the press, and related organisations.
- Organising promotional events such as press conferences, open days, exhibitions, tours and visits.
- Speaking publicly at interviews, press conferences and presentations.
- Providing clients with information about new promotional opportunities and current PR campaigns progress.
- Commissioning or undertaking relevant market research.
- Designing, writing and/or producing presentations, press releases, articles, leaflets, ‘in-house' journals, reports, publicity brochures, information for web sites and promotional videos.

Career

The American University in Cairo

Human resources Management

Tanta University

Bachelor of Arts (BA)