ANWAR MOHAMAD HEGAZY
Dubai,United Arab Emirates
Summary
Customer-focused and results-driven professional with international experience in the UAE and the United Kingdom, holding an MSc in International Business Management. Bringing extensive experience in customer service, client engagement, and administrative operations within fast-paced environments.
Demonstrated ability to manage customer relationships, resolve complex inquiries, and support business growth through effective communication and problem-solving. Multilingual in English and Arabic, with a strong ability to work under pressure, adapt quickly, and deliver consistent service excellence.
Overview
23
23
years of professional experience
10
10
years of post-secondary education
1
1
Certification
Work history
Customer Support
Bridges Shopping Centre
Sunderland, UK
2022.08 - 2026.02
- Assisted customers with complaints by providing suitable solutions and alternatives within set timeframes.
- Followed up to confirm resolution of issues.
- Maintained records of customer interactions and transactions.
- Processed customer accounts and organised filing of documents.
- Adhered to communication procedures, guidelines, and policies.
- Engaged customers with proactive approach.
- Resolved issues promptly, fostering customer loyalty and repeat business.
- Utilised CRM tools to monitor customer interactions and feedback.
- Handled high-volume inquiries while remaining composed under pressure.
Account Management
Hijazy Medical Center
Sharjah
2008.10 - 2022.03
- Directing financial investigation activities relating to the establishment and maintenance of contact with patients or parties responsible for inpatient and outpatient bills and maintaining statistical control of all admissions for collection and billing purposes.
- Supervising the posting and proofreading of adjustments, credits, and payments to patients' accounts.
- Supervising periodic ageing of accounts to determine the status of open accounts by source of payment and date of discharge and treatment.
- Following up directly with insurance carriers to facilitate the resolution of severely past-due accounts of high value.
- Referring delinquent accounts to a collection agency or for write-off and accumulating data regarding third-party bad debt accounts.
- Directing unit activities for the collection and control of cash receipts for patients' prepayments.
Salesman
International Automobile Touring Club
Dubai
2006.12 - 2008.08
- Building a rapport with potential customers to improve the possibility of a sale in the future.
- Maintaining a customer database and communicating with them.
- Assisting customers with completing the relevant paperwork required for a successful sale to be processed.
- Maintaining reporting structures and recording sales and inventory on our CRM software.
- Collaborating with team members to reach sales targets. Assisting with the setup of the showroom and promotional displays.
Computer Technician
Hicom Computer Company
Ajman
2003.01 - 2006.11
- Setting up and installing new hardware and software systems.
- Diagnosing and troubleshooting computer issues.
- Maintaining hardware and software by conducting regular maintenance and updates.
- Identifying and resolving network, connectivity, and server issues.
- Upgrading firmware, software, and outdated hardware systems.
- Monitoring and maintaining security systems and installing updates.
- Providing technical support to users and resolving technical errors.
- Performing regular tests, upgrades, and backups.
- Preparing technical documents, such as error and maintenance reports.
- Creating user documents and providing training on new computer systems.
Education
High School (GCSE) - General Education (A-Level – GCSE Equivalent)
Al Mawakeb School
Dubai 1995.01 - 2000.06
Bachelor's Degree - Business Administration in Banking and Finance
Al Jazeera University
Dubai 2013.09 - 2017.07
Master in Science - International Business Management (IBM)
University of Sunderland
United Kingdom 2022.09 - 2023.11
Skills
- Sales, upselling, and cross-selling techniques
- Strong communication (English and Arabic – fluent)
- Conflict Resolution and Complaint Handling
- Relationship Management and Customer Retention
- CRM systems, data entry and reporting
- Administrative Coordination and Documentation
- Problem Solving and Decision Making
- Time management and ability to work under pressure
- Microsoft Office Suite (Word, Excel, Outlook)
- Multicultural experience in UAE and UK work environments
Certification
- MCSE " Microsoft Certified System Engineer "
- Project Management Essentials Certified, Management and Strategy Institute
- The Payroll Professional Certificate
- British Council Agent Training Certificate
- ApplyBoard Counsellor Course (ABCC) – United Kingdom
LANGUAGES
Arabic
Fluent
English
Proficient (C2)
REFERENCES
Reference available upon request
References
References available upon request.
Timeline
Master in Science - International Business Management (IBM)
University of Sunderland
2022.09 - 2023.11
Customer Support
Bridges Shopping Centre
2022.08 - 2026.02
Bachelor's Degree - Business Administration in Banking and Finance
Al Jazeera University
2013.09 - 2017.07
Account Management
Hijazy Medical Center
2008.10 - 2022.03
Salesman
International Automobile Touring Club
2006.12 - 2008.08
Computer Technician
Hicom Computer Company
2003.01 - 2006.11
High School (GCSE) - General Education (A-Level – GCSE Equivalent)
Al Mawakeb School
1995.01 - 2000.06