Islam Zaki
Dubai
Summary
Senior customers service with history of building customer satisfaction and loyalty by delivering top-notch support and service. Talented in troubleshooting problems with excellent analytical and critical thinking skills. Team player offering 7+ years in electronic-sales environments. Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Customer Service Representative
SAMSUNG SGE
07.2017 - Current
- Ensured effective issue resolution process, escalating complex complaints to management.
- Facilitated rotation into other teams by maintaining impeccable product knowledge.
- Expertly navigated Zendesk to efficiently resolve technical and billing queries.
- Identified customer retention opportunities throughout onboarding process, leading to 100% improvement.
- Demonstrated exceptional systems knowledge when handling tech support queries.
- Prioritised and analysed complex cases effectively to achieve efficient resolution.
- Drove continuous improvement by harnessing training opportunities, including software and regulatory training.
- Built and maintained customer rapport, using strong communication skills to engage in effective conversations.
- Reviewed follow-up procedures to improve customer experience, boosting satisfaction levels from 85% to 100%.
- Optimised quality of work by ensuring correct balance between customer service and adherence to company policies and procedures.
- Trained, coached and mentored 4 team members, taking ownership of customer service training plans.
Call Centre Representative
Etisalat
01.2017 - 07.2017
- Answered 90+ customer queries daily via inbound calls, emails and live chats.
- Increased promotional sales by 90% through proven upselling skills.
- Continually updated customer databases, ensuring compliance with GDPR regulations.
- Trained junior agents on customer service excellence, boosting customer satisfaction rates.
- Used expert sales and negotiation skills to secure high-value bookings, providing excellent customer care throughout.
- Used strategic promotional strategies to retain customers considering service cancellations.
- Used targeted questioning techniques to determine customer needs and appropriate support.
- Handled customer queries with 100% first-call resolution, exceeding company target by 100%.
Van Salesman
PepsiCo
01.2016 - 12.2016
- Kept customer records updated to aid further communications and sales opportunities.
- Photographed cars for online listings to encourage new customer footfall.
- Maximised vehicle appeal by maintaining spotless interior and exterior appearance.
- Collaborated with accounting teams to secure in-house customer car financing.
- Retained car leasing clients through proactive account management.
- Priced part-exchange vehicles, negotiating profitable outcomes.
Deck Wharf Controller
Suez Canal Container terminal
01.2015 - 12.2015
- Ensure lashing/unlashing work Is caned out to job requirement and vessel's satisfaction.
- Direct Crane Operator to discharge or load containers from/to specific locations on the ship.
- Liaise with Operations Executive of progress/problems during Operations.
- Take over paper work from outgoing colleagues or documents for incoming vessel from vessel team Leader.
- Maintained high levels of stock quality, implementing procedures to decrease stock damage.
- Located and retrieved requested products on shop floor and in storage areas.
- Controlled best before dates to properly utilise stock.
- Adapted to changing demands and seasonal trends.
Electric Motor Assembler
Sumitomo Group
01.2009 - 08.2011
- Enhanced functionality of systems by performing routine maintenance in accordance with manufacturer manuals, completing basic repairs and replacing worn out components.
- Isolated problematic components and initiated troubleshooting techniques to resolve malfunctions, restore functionality and optimise performance.
- Developed new process for employee evaluation which resulted in marked performance improvements.
- Implemented new team on boarding program, reducing training time from 4weeks to 2.
Education
A-Levels - Electrical Equipment Repair and Maintenance
Port-said Secondary for Vocational education
EGY-Portsaid12.2005
Skills
- English/Arabic bilingual customer support
- Financial product knowledge and awareness
- Call escalation
- Live chat support
- Social media support
- Reflective listening
- Performance coaching and mentoring
- Customer needs analysis
- Salesforce
- Account management
- Training plan development
- Positive customer interactions
- Complaint resolution
- Remote customer service
- Omnichannel customer support
- Operational improvement
- Customer support
- Quality assurance
- Payment processing
- Call control
- Staff training
- Database management
- Database maintenance
- Order fulfillment
- Credit card processing
- Conflict management
- Escalation management
- Documentation review
- Cross-functional collaboration
- Service recommendations
- Call center experience
- Process optimization
- De-escalation techniques
- Shipping and logistics
- Database research
- Procedure writing
- Call auditing
- Returns and exchanges
- Membership renewals
- Representative training
- Policy improvement
- Floor supervision
- Team monitoring
- Email management
- Warranty claims
- Customer service
- Problem resolution
- Process improvement
- Calm under pressure
- Understanding customer needs
- Teamwork and collaboration
- Customer relations
- Issue and complaint resolution
- Data management
- Relationship building
- Computer skills
- Customer data confidentiality
- Calm and professional under pressure
- Microsoft office
- Customer account management
- Inbound call management
- Remote office availability
- Staff education and training
- Employee coaching
- Document and records management
- Product knowledge
- System implementation
- MS office
- Professional telephone demeanor
- Call documentation
- Recordkeeping strengths
- Call center operations
- Order processing
- Report preparation
- Data entry
Accomplishments
- Achieved #1 customer service Mena region's through effectively helping with customers satisfaction.
Certification
- Mena Region, Samsung-SGE - 2018-2021
- Suez Canal Container terminal – EGY Training - [2015]
- Sumitomo Group EGY Training - 2011
- Controlling Conflict, Stress, and Time in Customer Service Training - 2020
- Communicating Effectively with Customers Training - 2020
- Rapport Building in Customer Service Training - 2020
Languages
Arabic
Native language
English
Advanced
C1
Personal Information
Name & contact
Timeline
Senior Customer Service Representative
SAMSUNG SGE
07.2017 - Current
Call Centre Representative
Etisalat
01.2017 - 07.2017
Van Salesman
PepsiCo
01.2016 - 12.2016
Deck Wharf Controller
Suez Canal Container terminal
01.2015 - 12.2015
Electric Motor Assembler
Sumitomo Group
01.2009 - 08.2011
A-Levels - Electrical Equipment Repair and Maintenance
Port-said Secondary for Vocational education
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