Ahmad Rawwash
Dubai,UAE
Summary
Resourceful Customer Care Representative with a proven track of experience (more than 5 years), with experience as a Quality Assurance expert, interested in providing the best customer experience with the highest FCR ratio. Strong research background with a paramount, which is customer centricity. Extensive career in hospitality working with clients pursuing unique feedback, I am the type of guy who thinks of innovative solutions and has a sense of leadership.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work history
Customer Care Representative
Wasl Properties LLC
Dubai, UAE
11.2023 - Current
- Assisted the tenants and owners with their property management-related requests
- Handled APP and website-related complaints
- Collected sales leads of interested clients to be approached by the sales team
- Handled complaints related to maintenance, staff behavior, and day-to-day transactions
- Recorded and processed customer data accurately.
- Offered prompt solutions to maintain customer satisfaction.
- Reported the type of every call providing the queue trends.
Senior Travel Advisor
Flairstech
Cairo, EG
02.2022 - 10.2023
- Back-office Fulfillment Expert
- Helped in retention of the angry customers who had billing complaints by providing resolutions that made them satisfied.
- Handled both Canadian and US markets
- Produced comprehensive investigative reports and official correspondence with company rules
- Applied fare rules of each airline and related policies and issued payouts to cover variance caused by errors when found.
- Coordinated and planned leisure, air, tour, and cruise travel arrangements
- Worked as a third party between the airlines and the end-user
- Being a third party made it easier for our clients to get assisted and provided a cheaper fare than the ones found on the airline's website, due to fare discount agreements
- Used proper industry terminology, codes, and procedures to give clients optimal service
- Helped clients resolve problems before, during, and after travel
Quality assurance specialist
Etisalat UAE
Cairo, EG
02.2021 - 02.2022
- Reviewed project calls to uncover challenges and recommend resolutions.
- Worked with internal teams to evaluate and implement quality initiatives.
- Followed up on corrective action requirements to verify resolution.
- Investigated customer complaints to address areas of improvement and eliminate non-conformances.
- Updated company logs and databases with quality checklists and daily data.
- Trained and mentored direct reports within the Quality Assurance department.
- Conducted coaching sessions with agents to educate them and to strengthen their weak points.
- Helped to increase the overall quality score from 78% to be 91% for two quarters in a row.
Customer Care Representative
RCX, Etisalat UAE
Ajman, UAE
07.2019 - 02.2021
- Implemented new customer service programs to boost customer satisfaction by increasing detailed info, and avoided errors committed by agents missing info by 25%
- Maintained a quality score of at least 90% for 6 months
- Quality was a game-changer in my promotion
- Moderated the customers' account information, like adding or removing packages
- I used to handle the inquiries and the complaints of business customers of Etisalat UAE
- I managed to score 100% of my KPIs for most of my career in RCX, and I was promoted to be a Quality mentor
- Offered solutions and troubleshooting techniques to solve the customers' issues.
Education
Bachelor of Business Administration - Business Administration
Cairo University
Cairo University 09.2012 - 01.2017
German Language - Language
Das Duetsche Haus
Cairo 06.2023 -
English Couse (British Council) - undefined
2016
Skills
- Arabic/English Fluent
- German (in progress)
- Detail-Oriented
- De-escalation Techniques
- Responding to Difficult customers
- Multitasking and Prioritization
- Data Confidentiality
- Payment processing
- Problem-solving skills
- Gathering information
- Quality assurance
- Brand Representation & Customer-centric
- Microsoft Office
- Inbound and outbound phone calls
- Talent development
- Customer experience
Interests
Resolution Courteous with
Strong Service Mindset
Resourceful Travel Consultant interested in providing dream
experiences in leisure travel. Strong research background and love of
all things related to travel. Extensive career in hospitality working with
clients pursuing unique vacation adventures, I am the type of guy who
thinks of innovative solutions and has a sense of leadership.
Additional Information
- Awards Flairstech Christmas event December 2022 , I was awarded with (Talent of the year) for being a consecutive top achiever throughout two quarters in a, row with GPA of 95% of KPIs. .
Languages
Arabic
Native
English
Fluent
German
Elementary
Timeline
Customer Care Representative
Wasl Properties LLC
11.2023 - Current
German Language - Language
Das Duetsche Haus
06.2023 -
Senior Travel Advisor
Flairstech
02.2022 - 10.2023
Quality assurance specialist
Etisalat UAE
02.2021 - 02.2022
Customer Care Representative
RCX, Etisalat UAE
07.2019 - 02.2021
Bachelor of Business Administration - Business Administration
Cairo University
09.2012 - 01.2017