Mahmoud Ali
Dubai
Summary
Maintain the highest level of integrity; dedicated to providing reliable and friendly service without ever compromising the reputation or competencies of the organization. Highly motivated and outgoing individual with years of management experience. Competent team player who can successfully inspire fellow colleagues. Clarifying The Customer's Complaint; Determining The Cause Of The Problem; Selecting And Explaining The Best Solution To Solve The Problem; Expediting Correction Or Adjustment; Following Up To Ensure Resolution. Recommend Potential Products Or Services To Management By Collecting Customer Information And Analyzing Customer Needs Manage Large Amounts Of Incoming Calls. Identify And Assess Customers' Needs To Achieve Satisfaction. Keep Records Of Customer Interactions, Process Customer Accounts, And File
Overview
14
14
years of professional experience
Work History
Digital Dubai Contact Center Supervisor
DDA
03.2023 - Current
- Demonstrated professional and polished demeanor with positive, upbeat and friendly personality and supported calling work during times of peak contact volume.
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Developed and executed contact strategies and improved end-to-end processes and client satisfaction ratings.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
UAEPASS Senior Team Leader
Digital Dubai Authority
01.2018 - 03.2023
- Responsible for UAEPASS Team day-to-day operations and reports.
- Working with TDRA, ADDA, and other federal teams to resolve user complaints
- Coordinating with UAEPASS product manager and Operations teams to nasalize and update the APP platform
- Handling Global incidents that might occur from our service partners such as ICP and MOI team
- Handling business owner requests and service partner requests such as TDRA and ADDA teams
- Working hand in hand with all digital Gov related to UAEPASS.
- Working with Service partners to resolve users' issues with the agreed SLA.
- Responsible for overseeing all activities within a team, distributing information and Tasks to team members
- Ensuring staff accountability, training new employees, and giving ongoing individual training.
Logistics Coordinator
British American Tobacco
11.2016 - 10.2017
- Verified accurate account invoicing through collaboration with accounting department.
- Processed and entered customer orders into database and provided proactive customer service for accounts.
- Managed system support functions to set priorities and service levels expectations.
- Collaborated with shipping department staff to facilitate smooth materials returns to correct vendors.
- Tracked orders and notified customers of status or potential delays.
Recruitment Consultant
Top Talents
01.2016 - 10.2016
- Worked with recruiting teams and human resources representatives to accomplish hiring objectives.
- Supported management in developing and implementing personnel policies and procedures.
- Verified applicant references and employment details.
- Tracked candidates and pushed for feedback on disqualifications, time-to-fill statistics and other variables.
- Specialized in recruiting well-qualified [Type] candidates.
- Developed lists of qualified candidates for corporate hiring managers.
Senior Sales Executive
Expedia.CA
01.2010 - 09.2016
- Utilized multiple marketing strategies to improve profitability.
- Analyzed market trends in consumer industries to implement appropriate marketing and sales methods.
- Managed full sales lifecycle for [Type] accounts.
- Employed effective problem-solving techniques, increasing client satisfaction ratings.
- Demonstrated products and features to customers, answered questions and overcame objections.
- Managed digital marketing initiatives in accordance with consumer targets and needs.
Education
Bachelor's - Business Administration
Ain Shams University
Skills
- Mind Mapping, Professional, Observation, Con dent, Planning, Prioritization, Problem
- Identification, Stress Management, communicator, highly, Motivated, customer service mindset
- Technical Support
- Employee Motivation
- Quality Assurance
- Employee Performance Reviews
- Quality Control Optimization
Timeline
Digital Dubai Contact Center Supervisor
DDA
03.2023 - Current
UAEPASS Senior Team Leader
Digital Dubai Authority
01.2018 - 03.2023
Logistics Coordinator
British American Tobacco
11.2016 - 10.2017
Recruitment Consultant
Top Talents
01.2016 - 10.2016
Senior Sales Executive
Expedia.CA
01.2010 - 09.2016
Bachelor's - Business Administration
Ain Shams University
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