Hany Anwar Abd-elaziz
Sharjah,SH
Summary
Experienced over 7 years in business management, data analysis and customer service operation, treated with different nationality (Egyptian – English – Filipino – Saudi – Emiratis), consistently achieve record high customer satisfaction ranking, improvement to the bottom line and turnaround of underperforming operations.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Etisalat UAE
01.2023 - Current
- Assisted customers with inquiries, providing accurate product information and solutions.
- Resolved customer complaints effectively, ensuring satisfaction and loyalty.
- Managed account changes and updates efficiently, maintaining data integrity.
- Collaborated with team members to streamline service processes, enhancing response times.
Travel Officer Representative
Seera Group
01.2022 - 01.2023
- Research, explore and study different travel destination options.
- Research destination and travel prices, customs, weather conditions, reviews etc.
- Research and study clients’ specifications and wishes
- Ensuring that clients pay the deposit before you commence with bookings.
- Informing clients about the cancellation policy, including salient dates and all penalties.
- Keep learning about latest industry trends
- Attend webinars, conferences and other educational programs
- Certificates: Amadeus course from Nazih training center
financial accountant & Data analysis
Mirage Stock Market Brokerage Company
01.2021
- Managing financial transactions, keep track of the data follow, and create backups and recoveries.
- Using automated tools to extract data from primary and secondary sources
- Performing analysis to assess quality and meaning of data
- Preparing reports for the management stating trends, patterns, and predictions using relevant data
Customer Service Representative Platinum Team
NBE (National Bank of Egypt)
01.2020
- Answer questions about account types and banking products, such as CDs, money market accounts, loans and credit cards
- Check on the status of customer accounts and track checks and payments
- Review and explain account charges
- Assist banking customers who are victims of fraud, theft or identity theft
- Assist customers with replacing lost or stolen credit or debit cards
Training Team Support
01.2017
- Gather feedback from trainers and trainees after each educational session
- Maintain updated curriculum database and training records
- Manage and maintain in-house training facilities and equipment
- Supervising the trainee certification
Expert Disk Tier 2
Etisalat UAE
01.2016 - 01.2019
- Provide consistently high-quality customer experience for all web flow customers
- Advocate for our customers and work closely with your team and manager to find areas of improvement within our product and service
- File bugs, troubleshoot issues and collaborate with the team to provide an excellent customer experience
- Has a full understanding of the strategy, SME lending strategic objectives, policies, and procedures.
- Leads motivate and guide the team into generating the planned target
- Develops a strategy the team will use to reach its goal
- Provide any training that team members need
- Communicate clear instructions to team members
- Manage the flow of day-to-day operations
- Create reports to update the company on the team's progress
- Ensures staff awareness and adherence to code of conduct, internal policies, and procedures.
Customer Service Representative
01.2016
- Maintaining a positive, empathetic, and professional attitude toward customers at all times
- Responding promptly to customer inquiries.
- Ensure customer satisfaction and provide professional customer support.
- Providing feedback on the efficiency of the customer service process.
- Knowing our products inside and out so that you can answer questions.
- Certificate and trainings: PLP (potential team leader) training (sheriff aid academy)
- Soft skills in raya academy for training the college
Education
Accountant Department
Cairo University
Giza, Egypt01.2013
Skills
- Business management
- Retail operation management
- Team building and training
- Coaching
- Data analysis
- Customer service management
- Customer satisfaction
- Order fulfillment
- Direct report
- Complain resolution
- Front-end supervision
- Action plan
- Product knowledge
Timeline
Customer Service Representative
Etisalat UAE
01.2023 - Current
Travel Officer Representative
Seera Group
01.2022 - 01.2023
financial accountant & Data analysis
Mirage Stock Market Brokerage Company
01.2021
Customer Service Representative Platinum Team
NBE (National Bank of Egypt)
01.2020
Training Team Support
01.2017
Expert Disk Tier 2
Etisalat UAE
01.2016 - 01.2019
Customer Service Representative
01.2016
Accountant Department
Cairo University