Azza Elsaig Customer Service

To gain an understanding of how to provide good customer service and to obtain knowledge of the day-to-day operations in Oil & Gas industry.

June 2008 – May 09
Sony Ericsson Customer Support Center / TelePerformance - Egypt
Operation Supervisor
- Sony Ericsson MENA Account (Offshore Account )
Managing the support center team (more than 15 agent)
New agent recruitment process
Provide training to the agents
Ensure the Support Center Quality Standards were met
Handling all related customer support operation & activates
Responsible for Internal/External Escalations to Sony Ericsson/Authorize Service Providers
Reporting to the Sony Ericsson ME & Munich
Provide technical support to the customer
Handle PC connectivity related issues
Provide Product Training to Sony Ericsson authorize partner
Provide technical training to local operators about the new technology used in Sony Ericsson phone as Blackberry

July 2006 – May 2008
Sony Ericsson Customer Support Center / TechnoCare Mobile Solutions - UAE
Team leader & operation Supervisor for MENA region
Same responsibilities as above

July 2005 – May 2006
HP Middle East Technical Support / Cupola TelServices - UAE
Customer Relationship Team Representative
Handle all customer technical complaints about the HP products
Deal with all complaints cases transferred from CCR
Log/Create complain cases received through other media
Liaise with CQCs for technical issues before elevating or escalating
Liaise with partners/TCE manager appropriately
Follow up with customers regularly on their cases until case closure
Focus on First Time Resolution

Dec. 2004 – May 2005
Schlumberger Oil Services - Qatar
Junior Field Engineer (JFE)
Working as Junior Field Engineer in Wireline Segment (REW) in Doha – Qatar.
During this period I attend a technical training course in BTC Livingston- Scotland, one of the training centers of the company.


Oct. 2003 – Dec.2004
SITTCO–Sudan
Sales Engineer
Working on British software SAGE Line 50 Financial Controller, which is a powerful accounting system, designed to help Business Work, and it is an integrated system with Microsoft Office Products
Have customized it for Eiman Medical Services Company & Aamal Nour Elhuda Private Market Division, and trained their staff to deal with the program
Preparing Orders and Bills

- 1998 – 2003 Sudan University of Science &Technology, Collage of Engineering, Electrical Department Second Class Honors, Graduation Project was “12v DC/220v AC Inverter Implementation”, under the supervision of Dr. El Taher Mohammed Hussein, Head of the Department of Bio Medical Engineering.

- 1998 Sudanese High School Completion Certificate.

- 1993 – 1998 Intermediate & Secondary: Diploma from Sisters’ School – British School in Khartoum.
- 1987 – 1992 Primary: St. Francis School Khartoum.