Eyad Abou Fakher

IT Technical Support                                          Sodetel                      
2023- Present
Identifying hardware and software solutions.
Troubleshooting technical issues.
Diagnosing and repairing faults.
Resolving network issues.
Speaking to customers to quickly get to the root of their problem.
Providing timely and accurate customer feedback.
Talking customers through a series of actions to resolve a problem.
Following up with clients to ensure the problem is resolved.
Supporting the roll-out of new applications.
Providing support in the form of procedural documentation.
Managing multiple cases at one time.
Testing and evaluating new technologies.

Customer Care Coordinator            Smart Source (UNHCR PROJECT )                       
2022- 2023 
Manage large amounts of incoming phone calls 
Identify and assess refugee’s needs to achieve satisfaction 
Build sustainable relationships and trust with refugees through open and interactive communication.
Provide accurate, valid, and complete information by using the right methods/tools.
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
Keep records of refugee’s interactions, process refugees accounts and file documents -Follow communication procedures, guidelines, and policies.
Train new team members on company policies/procedures
Preparing Daily KPI, Reports
Operator and Data Entry                 Bachir Supermarket                                            
2020-2022
Receive invoices from suppliers on daily basis.
Insert customer and account data by inputting text based and numerical information from source documents within time limits.
Compile, verify accuracy and sort information according to priorities to prepare source data for computer entry.
Review data for deficiencies or errors, correct any incompatibilities if possible and check output -Research and obtain further information for incomplete documents.
Apply data program techniques and procedures.
Generate reports, store completed work in designated locations and perform backup operations

  Call Center Agent                           Beirut Circle                                   
2019-2020
Contact potential or existing customers to inform them about a product or service using scripts.
Answer questions about products or the company.
Ask questions to understand customer requirements and close sales.
Enter and update customer information in the database

• My years of experience have prepared me well especially in customer service is a big part of any job; I spent more than three years working in a high-volume call center, answering customer calls and identifying solutions.
• I developed extensive skills working with customers even when they were distressed. I'm excellent to handle at poor situations and finding a way to make the customer happy. Our customer satisfaction rating increase 10% during my tenure at my previous employer. Since the role of your marketing department is to improve customers' impressions of the company, 

BA in Management Information System at Lebanese international university

BT 1-2-3 in Information Technology at Choueifat Career Center