Youssef M.
Telecommunications Technician (Part-time / Side Job)
Experience
Jan 2023 - Jun 2025
2 years 6 monthsGreece
Telecommunications Technician (Part-time / Side Job)
Telefónica Deutschland GmbH
- Phone-based reception and processing of technical customer inquiries and fault reports.
- Diagnose errors by phone and provide real-time support for problem resolution.
- Coordinate and schedule field service deployments for technical issues.
- Advise customers by phone on technical products and installation processes.
- Document customer contacts and technical activities in the CRM system.
- Work closely with technical and service teams to resolve issues quickly.
Jul 2022 - Present
3 years 6 monthsGreece
Quality Auditor
Teleperformance Hellas (Fleetboard)
- Responsible for ensuring optimal quality of company services.
- Achieve QA operational goals by participating in data analysis.
- Create monthly monitoring plans for the QA team and supervisors.
- Conduct calibrations for other QA team members and supervisors and liaise directly with the client for calibration purposes.
- Maintain the quality standards set by the client (a global leader in telematics services).
- Participate in Six Sigma projects as needed.
Jan 2020 - Jun 2022
2 years 6 monthsAthens, Greece
Technical Customer Advisor (B2B) Logistics
Teleperformance Hellas (Fleetboard)
- Advise and support business customers on technical solutions and services in logistics.
- Analyze customer requirements and develop custom IT and software solutions for logistics.
- Support implementation and integration of logistics systems (e.g., warehouse management, transport management).
- Perform error analysis and technical troubleshooting in collaboration with customers and internal technical teams.
- Prepare technical documentation, proposals, and training materials.
- Collaborate closely with sales, technical, and project management teams to ensure high customer satisfaction.
Mar 2019 - Dec 2019
10 monthsEgypt
Subject Matter Expert (SME) – Customer Consulting & Sales
Vodafone GmbH (External outsourcing partner)
- Support customer consultants and sales teams as a technical contact for Vodafone products and services.
- Train new employees on tariff options, contract terms, and sales techniques.
- Develop and maintain training materials, guidelines, and knowledge bases.
- Analyze common customer inquiries to identify training and process improvement opportunities.
- Collaborate with product, marketing, and QA teams to enhance sales strategies.
- Ensure quality in customer interactions through coaching, feedback, and technical support in live operations.
Jan 2017 - Mar 2019
2 years 3 monthsAlexandria, Egypt
Call Center Customer Advisor – Telecommunications
Vodafone GmbH (External outsourcing partner)
- Provide expert telephone and written advice to existing and new customers on products, tariffs, and services.
- Assist with contract signings, renewals, and tariff changes.
- Handle customer inquiries regarding billing, technical issues, and service offerings.
- Record and document customer interactions in the CRM system.
- Proactively resolve problems and manage escalations to ensure high customer satisfaction.
- Participate in sales campaigns and cross-sell additional products.
Jul 2015 - Oct 2015
4 monthsEgypt
Call Center Customer Advisor – Telecommunications
Teleperformance
- Provide phone support to existing and new customers on service and advisory topics.
- Handle customer inquiries about tariffs, contracts, invoices, and technical issues.
- Create quotes and optimize plans with a focus on customer satisfaction.
- Document calls in the CRM system and escalate complex cases.
- Drive customer retention through solution-oriented communication and an empathetic approach.
- Adhere to quality standards and targets within customer service.
Jul 2015 - Jan 2018
2 years 7 monthsTranslator (DE–EN | EN–DE) & (DE–AR | EN–DE)
Self-Employed
- Translate specialized texts in fields such as technology, law, and marketing accurately and with attention to style.
- Localize content considering cultural differences and target audiences.
- Maintain and expand terminology databases and glossaries.
- Manage translation projects independently and meet deadlines.
- Collaborate closely with clients, editors, and project managers to ensure quality.
Feb 2015 - Mar 2015
2 monthsCairo, Egypt
Sales Expert (B2B) Google Ads
New Horzion PPC
- Proactively reach out to potential clients by phone to promote Google Ads.
- Advise on digital advertising solutions and personalize campaign optimization.
- Achieve sales targets through focused lead follow-up and customer retention.
Languages
Arabic
NativeGerman
AdvancedEnglish
AdvancedEducation
Sep 2011 - Jun 2015
Faculty of Languages (Al-Alsun)
Bachelor's degree, Major: German Language and its Literature, Second Foreign Language: English · German Language and its Literature · Cairo, Egypt
Certifications & licenses
Driver's License: B
Six Sigma Yellow Belt
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