Ihab Ahmed Abdelsalam
Abu Dhabi
Summary
Proven Customer Care Representative at Company 15, adept in CRM software and delivering exceptional customer service. Enhanced team productivity and customer retention through innovative training and process improvements. Skilled in complaint handling and problem resolution, ensuring customer satisfaction and loyalty. Achieved significant operational efficiencies, embodying a results-driven approach with a blend of technical and interpersonal skills.
Overview
16
16
years of professional experience
Work History
Customer Care Representative
15
08.2008 - Current
- Assisted call-in customers with questions and orders.
- Resolved concerns with products or services to help with retention and drive sales.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Logged call information and solutions provided into internal database.
- Navigated multiple computer systems and applications to find information.
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
- Managed supplier deliveries around client needs to increase client retention.
- Maintained and managed customer files and databases.
- Communicated with clients regarding account services, statements, and balances.
- Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.
- Created and maintained detailed database to develop promotional sales.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Increased efficiency and team productivity by promoting operational best practices.
- Implemented and developed customer service training processes.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained new personnel regarding company operations, policies and services.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Cross-trained and backed up other customer service managers.
Education
Bachelor of Arts - Arts
• Bachelor of Arts 2001 - AIN SHAMSE UNIVERSTY
Egypt07.2001
Skills
- Database Research
- Appointment Scheduling
- Payment Processing
- Custom order management
- Billing coordination
- First Call resolution
- Customer Service
- Data Entry
- Customer Relationship Management
- Brand representation
- Complaint Handling
- Problem Resolution
- CRM Software
- Call center experience
- Documentation And Reporting
- Customer Relations
- Order Processing
- Product Education
Languages
English
Bilingual or Proficient (C2)
Arabic
Bilingual or Proficient (C2)
Timeline
Customer Care Representative
15
08.2008 - Current
Bachelor of Arts - Arts
• Bachelor of Arts 2001 - AIN SHAMSE UNIVERSTY
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