Ehab Abd El Moreed
Dubai
Summary
Diligent Senior Customer Experience Specialist in fashion retail, with 8+ years total of experience in customer-facing roles. Identified and tracked KPIs for productivity and quality of service interact with customers in UAE & GCC across multiple channels including phone, email, live chat, WhatsApp, social media. Skilled in troubleshooting, analytical thinking, and multitasking. Resolved a major order fulfilment issue, achieved a 95% CSAT rating, and increased CR rate by 20%, received respect and trust from manager and leader. Seeking to leverage qualifications at Amazon, where can apply expertise and passion for customer service excellence and grow professionally. Learning Customer Experience Management (CX) and Team Leadership Skills Masterclass via Udemy to enhance customer-centric and leadership skills
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Customer Experience Specialist
Namshi.com
01.2021 - 12.2023
- Coached and mentored 10 social media team members, fostering environment of continued education and goal attainment that improved team performance by 20%.
- Resolved order fulfillment issue that affected 500 customers and increased retention by 10% by collaborating with logistics team and implementing new tracking system.
- Developed performance template to educate customers on adding full addresses with pin location, enhanced accuracy by 15% delivered orders on time by 98% and lowered complaints by 20%.
- Collaborated with internal and external teams to guarantee on-time product launch and delivery, reported results to management, and achieved positive feedback from 90% of customers.
- Secured 95% customer satisfaction rating by exceeding customer service performance standards, leading to higher customer retention by 25%.
Customer Experience Associate
Namshi.com
11.2019 - 01.2021
- Managed 150+ tickets per day, addressing inquiries and providing accurate information. ensuring accuracy and timeliness, and achieving overall 95% quality performance within first year.
- Resolved 50+ old tickets to comply with SLA standards, ensuring quality of service, and improving FCR by 30% and AHT by 10%.
- Maintained chat satisfaction rate of 95% with an average chat rating of 4.8 out of 5 through effective customer service,
- Introduced CRM software that increased efficiency by 35%, improved customer support by 25%, and enhanced record keeping,
Call Center Agent
Al-Futtaim Automotive
10.2018 - 08.2019
- Responded and solved + 70 inbound and outbound calls per day Inform customers about scheduled maintenance and service campaigns according to company standards and policies.
- Reduced customer complaint resolution time by implementing comprehensive escalation process, resulting in 25% decrease in complaint escalations.
- Documented customer interactions accurately and efficiently using various software tools, such as SAP, Genesys, and Connect.
- Completed 85% first-call resolution rate, ensuring efficient problem resolution and customer satisfaction.
Customer Service Representative
Agthia Group PJSC
08.2017 - 06.2018
- Processed over 50 orders per day using CRM software, ensuring accuracy and timeliness.
- Supported and resolved any issues at the store and during events, resulting in an increase of 15% in repeat customers.
- Achieved 95% positive feedback from customers on reviews by providing courteous and professional service.
Customer Service Representative
Allianz Egypt
04.2015 - 05.2017
- Maintained a 95% customer satisfaction rating by resolving inquiries and complaints in a timely and efficient manner.
- Increased customer satisfaction and retention by educating them on policy features, benefits, and exclusions using clear and engaging communication skills.
- Promoting and selling additional products and services, such as insurance plans, based on customer needs and preferences.
- Ensured accuracy and compliance by preparing and processing insurance documents and forms.
Insurance Sales Representative
Allianz Egypt
10.2014 - 04.2015
- Conducted daily cold calls and offered life and general insurance to potential customers using financial plans and customer needs.
- Tailored and explained financial plans and policy options to customers clearly and concisely.
- Followed up with potential and existing clients proactively and regularly, achieving 86% of targets.
Telemarketing Executive
Dawayer Publishing & Advertising
11.2011 - 07.2014
- Performed corporate daily cold calls to companies and offered products and services.
- Implemented effective marketing strategies, achieving 70% of the target.
- Ensured customer satisfaction and built long-term relationships with an effective follow-up.
Education
Bachelor of Science - Management Information Systems (MIS)
Higher Institute of Advanced Studies
Cairo05.2005
Skills
- Technical Skills: Zendesk, Meta, Sprinkler Platform, App Store, Play Store, SAP, Agent Zero, Noon Platform, Chat and WhatsApp Support
- Soft Skills: Communication, Empathy, Problem-Solving, Proactive, Time Management, Attention to Detail
- Customer Service Skills: Customer Relationship Management, Quality Assurance, Complaint Resolution, Difficult Situation Handling, Customer Satisfaction, First Contact Resolution, Average Handle Time, Conversion Rate
- Train the Trainer, Trained a new employee on customer Service Standards, Policies and Procedures,
Certification
- Customer Experience Management (CX) MASTERCLASS 2024, Udemy, expected completion, February 2024
- Management Skills - Team Leadership Skills Masterclass, Udemy, expected completion, March 2024
- Digital Marketing Certification - DM Art
- Google Ads Certifications - Google
- Business Skills Acquisition Program - Amideast
Languages
Arabic
Bilingual or Proficient (C2)
English
Upper intermediate (B2)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Customer Experience Specialist
Namshi.com
01.2021 - 12.2023
Customer Experience Associate
Namshi.com
11.2019 - 01.2021
Call Center Agent
Al-Futtaim Automotive
10.2018 - 08.2019
Customer Service Representative
Agthia Group PJSC
08.2017 - 06.2018
Customer Service Representative
Allianz Egypt
04.2015 - 05.2017
Insurance Sales Representative
Allianz Egypt
10.2014 - 04.2015
Telemarketing Executive
Dawayer Publishing & Advertising
11.2011 - 07.2014
Bachelor of Science - Management Information Systems (MIS)
Higher Institute of Advanced Studies
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