Youssef Mohammed - Telecommunications Technician (Part-time / Side Job)

Recommended expert

Leipzig, Germany

Experience

Jan 2023 - Jun 2025

2 years 6 months

Receiving and handling technical customer inquiries and fault reports by phone.
Diagnosing issues by phone and providing real-time support to resolve problems.
Coordinating and scheduling field service visits for technical issues.
Advising customers on technical products and installation processes over the phone.
Documenting customer interactions and technical activities in the CRM system.
Collaborating closely with technical and service teams to quickly resolve issues.

Jul 2022 - Present

3 years 7 months

Responsible for ensuring the optimal quality of company services.
Achieving operational quality assurance goals by participating in information analysis.
Creating monthly monitoring plans for the QA team and supervisors.
Conducting calibrations for other QA team members and supervisors and communicating directly with the client for calibration purposes.
Maintaining the quality standards set by the client (a world-leading telematics service provider).
Participating in Six Sigma projects as needed.

Jan 2020 - Jun 2022

2 years 6 months

Advising and supporting business clients on technical solutions and services in the logistics sector.
Analyzing customer requirements and developing customized logistics IT and software solutions.
Assisting with the implementation and integration of logistics systems (e.g., warehouse management, transportation management).
Analyzing issues and troubleshooting technical problems in collaboration with clients and internal technical teams.
Preparing technical documentation, proposals, and training materials.
Working closely with sales, technical, and project management teams to ensure high customer satisfaction.

Mar 2019 - Dec 2019

10 months

Supporting customer advisors and sales teams as the technical point of contact for Vodafone products and services.
Training new employees on rate options, contract terms, and sales techniques.
Developing and maintaining training materials, guides, and knowledge bases.
Analyzing common customer inquiries to identify training and process optimization opportunities.
Collaborating with product, marketing, and quality assurance teams to refine sales strategy.
Ensuring quality in customer interactions through coaching, feedback, and technical support during live operations.

Jan 2017 - Mar 2019

2 years 3 months

Providing expert phone and written support to existing and new customers on products, rates, and services.
Assisting with contract signings, renewals, and plan changes.
Handling customer inquiries about billing, technical issues, and services.
Recording and documenting customer interactions in the CRM system.
Actively resolving problems and managing escalations to ensure high customer satisfaction.
Participating in sales campaigns and cross-selling additional products.

Jul 2015 - Oct 2015

4 months

Phone support for existing and new customers on service and advisory topics.
Handling customer inquiries about plans, contracts, bills, and technical issues.
Creating offers and optimizing plans with a focus on customer satisfaction.
Documenting calls in the CRM system and forwarding complex cases.
Building customer loyalty through solution-oriented communication and an empathetic approach.
Ensuring quality standards and meeting targets in customer service.

Jul 2015 - Jan 2018

2 years 7 months

Accurately and faithfully translated technical texts from fields such as technology, law, and marketing.
Localized content taking into account cultural differences and target audiences.
Maintained and expanded terminology databases and glossaries.
Delivered translation projects on time and independently.
Collaborated closely with clients, editors, and project managers to ensure quality.

Feb 2015 - Mar 2015

2 months