Ahmed Mansour

• Answer questions about account types and banking products, such as CDs, money market accounts, loans and credit cards.
• Assist banking customers who are victims of fraud, theft or identity theft.
• Assist customers with replacing lost or stolen credit or debit cards.
• Assisting customers with loan deferments, account or credit card reversal charges.
• Answered and re-directed calls for swift resolution.
• Responded to and summarised customer complaints and feedback.
• Adhered strictly to policies and procedures for continued company compliance.
• Resolved customer complaints following guidelines and referred complex inquiries to team leaders.

-Inbound customer service at noon from 2018 till 2019

• Receiving a minimum of 80 calls per day.
• Receiving cases and handling complaints.
• Assist and handle angry customers by identifying and resolving their complaints, and educate customers with needed actions and deadlines accordingly.
• Handling general queries, placing orders, payment issues.
• Document and follow up on cases if needed to save loyalty and customer experience.

-WhatsApp specialist at noon from April 2020 till December 2021

• Handling complaints and customers queries through WhatsApp
• Receiving a minimum of 100 chats per day
• Lead a team in KSA project
• Lead performance reviews and tailored employee feedback to facilitate professional development.
• Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
• Drove strong service culture through team huddles and one to one sessions.

-Escalation specialist from 2021 till 2022

• Handling all assigned tasks, critical cases, VIP customers and repeated callers.
• Resolved customer complaints following guidelines.

• Assisted customers with varying questions using product knowledge and service expertise.
• Handled customers complaints, providing appropriate solution to guarantee positive outcomes.
• Handled high call volumes with accuracy and efficiency for optimum productivity.
• Attended regular product training to enhance customer advice.

• Greeting guests with direct eye contact and smile, welcoming them to SPA
• Managed guests' queries and reservations in person, online and by telephone.
• Maintained impeccable levels of cleanliness in spa reception area for continued positive first impressions.
• Applied expertise in all spa treatments, products and services to skillfully recommend products in line with monthly targets.
• Resolved client issues and complaints calmly and effectively, continually seeking positive outcomes.
• Enroll guests in special programs or memberships

• Answer calls and responds to emails
• Handling customer inquires and research required information using available resources
• Route calls to appropriate resources and improving qualities by adhering to standard and guidelines
• Used excellent telephone manner to optimize customer experience and cutting complaints.