Khaled Elshahawy
Customer Service Call Centre Agent
Ajman,AJ
Summary
Innovative Call Center Representative with 2 years of experience providing excellent support to clients while building rapport. Adept in implementing problem-solving techniques for customer complaints and handling high call volume. Successful at maintaining high customer satisfaction ratings through friendly demeanor and assistance with additional customer questions.
Overview
6
6
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
Sales and Marketing Manager
Oud Wa Ward Perfumes Trading LLC
Dubai, DU
03.2021 - Current
- Collaborated with internal teams and suppliers to evaluate costs against expected market price points and set structures to achieve profit targets.
- Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
- Performed competitive analyses and adjusted sales and marketing strategies accordingly.
- Gave benefit-oriented, polished presentations driving dramatic revenue growth across multiple sales channels.
- Developed positive, performance-based internal sales and marketing culture to include mentoring staff.
- Produced strong revenue numbers and continued promotional success with continued coaching of sales and marketing teams.
Sales and Marketing Manager
Smell And Smile trading LLC
dubai , dubai
07.2019 - 03.2021
- Collaborated with internal teams and suppliers to evaluate costs against expected market price points and set structures to achieve profit targets.
- Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
- Instructed sales staff on cross-selling and up-selling techniques resulting in increased net sales revenue by 24% in sales.
- Performed competitive analyses and adjusted sales and marketing strategies accordingly.
- Outlined marketing strategies and developed collateral in close collaboration with product management personnel.
- Organized events and product presentations related to national conferences and conventions.
Customer Service Call Center Agent
Vodafone U.K
cairo , cairo
02.2017 - 03.2019
- Responded to customer comments and questions via LiveChat during shifts.
- Resolved concerns with products or services to help with retention and drive sales.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Documented and detailed calls and complaints using call center's CRM database.
- Detailed payment options and transferred customers to billing department for payment or further questions regarding bill.
- Initiated termination of customer contract upon request.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Described product highlights and benefits to help guide purchasing decisions.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Recommended products to customers, thoroughly explaining details.
- Managed timely and effective replacement of damaged or missing products.
FM Site Engineer
Telecopro Egypt
cairo , cairo
07.2016 - 10.2016
- i had a training in the company as a site engineer for the software issues and bugs happens in the sites for the telecommunication towers and team leading for the hardware work with the technicians .
Customer Service Agent
Grace media production
cairo, cairo
07.2015 - 06.2016
- Responsible for growing current relationships with clients, and assist in bringing new clients on board. Collaborating with different work groups and departments to improve customer
support & satisfaction
Education
Bachelor of Engineering - Communication And Information Engineering
Mansoura University
Mansoura 09.2011 - 10.2017
Skills
Documentation and reporting
hobbies
- Reading
- Internet Searching
- Playing electrical Guitar
Timeline
Sales and Marketing Manager
Oud Wa Ward Perfumes Trading LLC
03.2021 - Current
Sales and Marketing Manager
Smell And Smile trading LLC
07.2019 - 03.2021
Customer Service Call Center Agent
Vodafone U.K
02.2017 - 03.2019
FM Site Engineer
Telecopro Egypt
07.2016 - 10.2016
Customer Service Agent
Grace media production
07.2015 - 06.2016
Bachelor of Engineering - Communication And Information Engineering
Mansoura University
09.2011 - 10.2017
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