Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Israa El-Sayed

Dubai

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

7
7
years of professional experience

Work History

Customer Success Specialist

Only Ethikal
04.2023 - Current
  • Conducted regular account reviews to assess client status, identify opportunities, and ensure continued success.
  • Collaborated with cross-functional teams to advocate for customer needs and drive product improvements.
  • Implemented process improvements that resulted in increased efficiency within the Customer Success team.
  • Streamlined onboarding processes, reducing time-to-value for new customers while maintaining high levels of satisfaction.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Promoted a positive brand image by consistently delivering exceptional customer service experiences.
  • Boosted customer retention rates through proactive communication and building strong relationships.
  • Provided primary customer support to internal and external customers.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Responded to customer requests for products, services, and company information.

Customer Service and Complaint Management Speciali

Yalla Technology Fz-llc
11.2019 - 12.2022
  • Provided exceptional support for customers, leading to increased loyalty and repeat business.
  • Handled escalated customer complaints professionally, working towards mutually agreeable resolutions while preserving the company''s reputation.
  • Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns in a timely manner.
  • Identified trends in customer feedback, suggesting opportunities for improvement or additional training needs for staff members.
  • Supported management in decision-making processes by providing detailed reports on operational activities and performance outcomes.
  • Mentored junior team members, sharing industry best practices and fostering professional growth within the organization.
  • Actively participated in company-wide meetings to share insights on improving business operations based on data analysis findings.
  • Consistently exceeded performance targets, demonstrating an unwavering dedication to providing exceptional service and support for customers.
  • Reduced response times by effectively managing high-volume customer inquiries and prioritizing urgent issues.

Escalation Desk Advisor

Raya Contact Center Fz-llc
02.2017 - 02.2019


  • Responsible for investigation, Review call recordings, resolution and reporting of all customer related complaints
  • Input all complaints onto the company database, reporting and seeing through to completion to ensure 360 degree communication
  • Escalate all unresolved issues/complaints to the direct manager to ensure all the company policies and procedures relating to customer complaints are followed and are adhered to and documented.
  • · Respond positively to any new initiatives that are brought into practice making sure they easily become part of the customer experience service delivery.
  • · Provide guidance to the advisors and supporting them in handling the hard cases and solving customer disputes.

Education

Bachelor - Economics And Political Science

Faculty of Economics And Political Science
Cairo
06.2012

Skills

  • Feedback collection
  • Sales Support
  • Customer Segmentation
  • Call Center Operations
  • Sales expertise
  • Lead Generation
  • Problem-solving abilities
  • Problem Resolution
  • Report Generation
  • Data Collection
  • Complaint Handling
  • Sales closing
  • Account updating
  • Computer Proficiency
  • Technical Support
  • Report Preparation
  • Product Knowledge
  • Customer Relations
  • Customer Service
  • Active Listening
  • Microsoft Excel
  • Call center experience
  • Client Relations
  • Microsoft Outlook
  • Follow-up skills
  • Complaint resolution
  • Payment Processing
  • De-Escalation Techniques
  • Call Management
  • Dispute Resolution
  • Order Processing
  • Escalation management

Accomplishments

  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Resolved product issue through consumer testing.

Languages

English
Bilingual or Proficient (C2)
Arabic
Bilingual or Proficient (C2)

Timeline

Customer Success Specialist

Only Ethikal
04.2023 - Current

Customer Service and Complaint Management Speciali

Yalla Technology Fz-llc
11.2019 - 12.2022

Escalation Desk Advisor

Raya Contact Center Fz-llc
02.2017 - 02.2019

Bachelor - Economics And Political Science

Faculty of Economics And Political Science

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Israa El-Sayed