Summary
Overview
Work History
Education
Skills
Certification
Languages
Personal Information
References
Timeline
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Ahmed Mohamed

Dubai

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Tafaseel BPO (Tabby FZ-LLC)
03.2023 - Current
    • Handled an average of 70 customer Calls, Emails, and Chats per day by providing and ensuring top-notch service using Zendesk, Ziwo, and JIRA Management systems.
    • Demonstrated active listening, adeptly managing challenges, and orchestrate cross-departmental collaboration for swift issue resolution.
    • Provided primary customer support to customers.
    • Updated account information to maintain customer records.

Customer Service Executive

RobyRanch Ltd.
05.2022 - 12.2022
  • Handled complaints & ensured customer satisfaction
  • Followed up to resolve any issues customers experience
  • Conducted above 200 surveys and wrote reports based on customer feedback on products and services
  • Rerouted customer calls to other departments when advanced solutions are needed.

Collections Agent

Foodica LLC.
05.2021 - 04.2022
  • Communicated with customers, usually via telephone, to resolve delinquent accounts and collect payment on debts
  • Negotiated Debt Settlement for over 80% of overdue payments.
  • Documentation
  • Research and Customer Location.

Customer Service Representative

Foodica LLC.
01.2020 - 04.2021
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Provided primary customer support to internal and external customers
  • Answered more than 30 customer telephone calls per day promptly to avoid on-hold wait times

Call Center Agent

Zain Telecom Sudan
04.2018 - 01.2019
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues
  • Maintained and managed customer files and databases
  • Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response

Customer host

Al Andalus Restaurant
05.2017 - 01.2018
  • Greeted incoming & departing customers
  • Escorted customers to dining areas
  • Provided positive dining experience to customers
  • Developed, maintained and utilized diverse client base

Education

Social Media Marketing Basics -

WeHub For Advanced Courses
Khartoum
02.2023

Psychology & Humanitarian Sciences -

Bayan University
Khartoum, Sudan
12.2022

Chinese Language & Culture -

Jinan University
Guangzhou, China
02.2018

High School American Diploma (SAT) -

QHIS
Riyadh, KSA
06.2015

Skills

  • Patience and able to remain calm in stressful situations
  • Sensitivity and understanding for dealing with customers' needs
  • Interpersonal communication
  • Active Listening
  • Complaint Resolution
  • Report Generation
  • Product Knowledge
  • Data Collection
  • Medical Emergency Response
  • Guest Services
  • Zendesk, Ziwo, Helpdesk (Back office operations), and JIRA Management systems Knowledge
  • Customer Relations Management

Certification

  • 08/2017, Chinese Language, Jinan University of Languages, Intermediate Level Chinese at Jinan University of Languages
  • 12/2022, Honors BSc. in Psychology, Bayan University
  • SAT Test: standardized test widely used for college admissions in the United States.

Languages

Arabic
Chinese (Mandarin)
English

Personal Information

  • Date of Birth: 12/07/97
  • Nationality: Sudanese

References

References available upon request.

Timeline

Customer Service Representative

Tafaseel BPO (Tabby FZ-LLC)
03.2023 - Current

Customer Service Executive

RobyRanch Ltd.
05.2022 - 12.2022

Collections Agent

Foodica LLC.
05.2021 - 04.2022

Customer Service Representative

Foodica LLC.
01.2020 - 04.2021

Call Center Agent

Zain Telecom Sudan
04.2018 - 01.2019

Customer host

Al Andalus Restaurant
05.2017 - 01.2018

Social Media Marketing Basics -

WeHub For Advanced Courses

Psychology & Humanitarian Sciences -

Bayan University

Chinese Language & Culture -

Jinan University

High School American Diploma (SAT) -

QHIS
  • 08/2017, Chinese Language, Jinan University of Languages, Intermediate Level Chinese at Jinan University of Languages
  • 12/2022, Honors BSc. in Psychology, Bayan University
  • SAT Test: standardized test widely used for college admissions in the United States.
Ahmed Mohamed