MAGED ABDO AHMED
Abu Dhabi,United Arab Emirates
Summary
Experienced professional with a strong background in customer service and office administration, proficient in Zendesk, data entry, and sales enquiry handling. Demonstrated expertise in billing systems, live chat support, and email management. Skilled in sales negotiating, office admin tasks, and the Microsoft Office Suite. Proven ability to lead teams effectively and manage multi-channel communication. Adept at time-management and order tracking. Committed to enhancing operational efficiency and delivering exceptional customer experiences.
Overview
13
13
years of professional experience
1
1
year of post-secondary education
Work History
Senior Customer Consultant
Al-Tayer Insignia
Dubai, UAE
11.2023 - 01.2025
- Handled customer questions on various social media platforms
- Supported clients in selecting products, tracking orders, and managing returns
- Led social media activities, responding to queries and elevating brand awareness
- Collaborated with sales, logistics, and IT teams for on-time order delivery
- Organised files to enhance efficiency and traceability
- Resolved issues through active listening and comprehensive questioning
- Monitored market trends to maintain competitiveness in local hospitality sector
- Managed VIP services, ensuring outstanding hospitality to enhance client loyalty
Call centre representative
TUI travel industry
Cairo, Egypt
03.2022 - 10.2023
- Addressed customer inquiries and complaints
- Observed and guided junior representatives on call handling
- Supplied information on extra services and products as needed
- Managed relationships with customers, providers, and contractors warmly and professionally
- Directed staff training to enhance hospitality standards
- Refined guest services with detailed hospitality arrangements
- Enhanced hospitality culture to boost customer satisfaction
- Provided warm, friendly hospitality in every interaction
- Excelled in delivering exceptional hospitality, surpassing guests' expectations
- Increased client satisfaction by adopting innovative hospitality methods
- Resolved over 40 customer enquiries daily through calls, emails, and live chats
Call centre sales
Vodafone Ireland
Cairo, Egypt
07.2021 - 10.2022
- Developing rapport with customers to build trust and create value through guided buying decisions
- Increasing the company's revenue and profit by providing excellent customer service in line with the established guidelines and policies
- Collaborating with other staff members, including the management team, to implement sales strategies that improve revenues
- Resolving customer issues and complaints to maintain a long-term relationship between the company and the customers
- Conducting business to business telephone and email sales
- Updated the management team regularly on sales performance and possible areas of improvement
- Contacted prospects and discussed how the company could meet their needs with specific services and products
- Managed
- Answered an average of 40+/- calls per day by addressing customer enquiries, solving problems and providing new product information.
Call centre representative
Vodafone Ireland
Cairo, Egypt
06.2019 - 07.2021
- Responded to 100 emails a day: solving any issues, assisting clients with any questions, processing refunds, and offering personalized responses
- Worked on team projects for new products and services available to clients
- Assisted customers with inquiries, issues and concerns by providing relevant information in English
- Provided information on product, shipping and service questions
- Assisted in providing customer satisfaction by providing customers with refunds, gift cards and vouchers
- Maintained and organized the online customer account database
- Dealt with customers, providers, and contractors in a warm yet professional manner
- Monitor and shadow calls of junior representatives
- Managed inquiries about services, prices, billing, etc
Sales associate
Hoda Mobile shop
12.2013 - 06.2019
- Operated cashiers stand to help customers efficiently and processed reward cards to benefit customers when appropriate
- Maintained sales report and met monthly quotas
- Maintained and operated store during manager's absence
- Recommended new products and upcoming events to customers
- Created attractive merchandise displays with strategic product placement that attracted customers into the store maximizing purchases
Sales associate
Tuxido Fashion
Cairo, Egypt
03.2013 - 11.2013
- Prepared invoices for customers with large orders or special sales types.
- Operated cash registers with accuracy and processed cash and card transactions.
- Adhered strictly to company policies and procedures ensuring compliance at all times.
- Prepared daily sales reports for managerial review and feedback.
Customer Support
Red-Filo Events
Abu Dhabi, UAE
06.2012 - 08.2012
- Provided customer support in explaining complex mechanical problems simply, increased customer satisfaction rate.
- Led and supported customer support staff to achieve objectives.
- Improved client relationships by providing top-level customer support.
- Maintained up-to-date knowledge on store policies for informed customer support.
- Coordinated promotional events to boost sales and awareness of new games.
- Promoted store merchandise, increasing overall sales volume.
- Promoted language development skills through reading storybooks and interactive games.
Front office receptionist
Class Act
Abu Dhabi, UAE
11.2011 - 11.2011
- Kept reception area clean and organised to uphold professional office reputation.
- Maintained accurate and up-to-date records for smooth handovers.
- Coordinated travel flights, accommodation and itineraries for office staff.
- Acted as first point of contact for wide range of personnel.
Education
Senior Secondary school -
Al Akhlaas
Abu Dhabi 09.2010 - 06.2011
Skills
- Zendesk Management
- Data Input Management
- Enquiry resolution and management
- Invoicing systems management
- Online customer assistance
- Email communication management
- Sales negotiation
- Office Administration
- Microsoft Office proficiency
- Group Coordination
- Cross-platform communication skills
- Advanced time-management skills
- Order monitoring
Accomplishments
- Customer Loyalty Boost, Increased repeat customers by 20% through excellent customer service.
- Efficiency Improvement, Resolved 95% of customer issues on first call.
- Team Development Success, Trained 15 junior representatives, improving overall team performance by 30%.
- Sales Performance Increase, Achieved a 50% increase in upsell conversions at Vodafone.
Languages
English
Proficient (C2)
Arabic
Upper intermediate (B2)
Affiliations
- Reading , Writing , Swimming , Skating , Cooking
Timeline
Senior Customer Consultant
Al-Tayer Insignia
11.2023 - 01.2025
Call centre representative
TUI travel industry
03.2022 - 10.2023
Call centre sales
Vodafone Ireland
07.2021 - 10.2022
Call centre representative
Vodafone Ireland
06.2019 - 07.2021
Sales associate
Hoda Mobile shop
12.2013 - 06.2019
Sales associate
Tuxido Fashion
03.2013 - 11.2013
Customer Support
Red-Filo Events
06.2012 - 08.2012
Front office receptionist
Class Act
11.2011 - 11.2011
Senior Secondary school -
Al Akhlaas
09.2010 - 06.2011
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