MAHMOUD GHANNAM
Dubai,UAE
Summary
Good experience in Clients satisfaction, Diplomatic, personable, and Highly organized and self-motivated.
Diligent and proactive individual with strong foundation in problem-solving and communication. Demonstrates excellent organisational and interpersonal skills, along with ability to adapt quickly to new environments. Ready to make meaningful impact.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
Officer CRM Backoffice
DAMAC Properties
Dubai, United Arab Emirates
2023.12 - Current
- Collaborated with colleagues for effective teamwork.
- Executed assigned duties responsibly thus meeting departmental expectations consistently.
- Improved team efficiency with regular training sessions.
- Responsible for handling aging tickets, hard complaints and escalations
- Provide assistance and support for the team to overachieve the required metrics
- Building communications with different departments to sort the cases out.
CRM Backoffice executive
DAMAC Properties
Dubai, United Arab Emirates
2023.08 - 2023.12
- Communication with all departments to resolve client's complaints.
- Direct communication with the clients till resolving the cases to ensure customer satisfaction.
- Seeking any possible exceptions to exceed client expectations.
Clients Relations Executive
DAMAC Properties
Dubai, UAE
2022.10 - 2023.08
- Front office executive who always seek the first call resolution which can lead to customer satisfaction.
- Coordinate with backoffice team to get the cases sorted out in short time.
Service Recovery Specialist
Etisalat UAE
Dubai, UAE
2017.10 - 2022.09
- Technical and billing Backoffice executive in Etisalat UAE as a world wide company.
- Coordinate with both IT and finance team to finalize all cases.
- Coordinate with all other departments to achieve the SLA for all back office cases.
Universal Customer Service Agent
Etisalat UAE
Dubai, UAE
2015.10 - 2017.10
- Customer service agent for both mobile and home services in Etisalat UAE.
- Working to achieve FCR in most of the received cases.
- Coordinating with other departments to achieve customer satisfaction.
Customer Service Agent
Etisalat UAE
Cairo, UAE
2014.05 - 2015.09
- Customer service agent for mobile services in Etisalat UAE.
- Receiving all calls related to mobile services queries, requests and complaints.
Education
Bachelor of Tourism Studies - Tourism Studies
Helwan University
Cairo 2009.09 - 2013.05
Skills
- Multiple tasking
- Team working
- Communication skills
- Active listener
- Time management
- Creative visioning
- Leadership excellence
- Personnel motivation
- Experience with crm systems
Hobbies
- Tennis Table
- Chess
Certification
- Lean six sigma yellow belt
- Scrum master
Languages
Arabic
Native
English
Advanced
C1
Timeline
Officer CRM Backoffice
DAMAC Properties
2023.12 - Current
CRM Backoffice executive
DAMAC Properties
2023.08 - 2023.12
Clients Relations Executive
DAMAC Properties
2022.10 - 2023.08
Service Recovery Specialist
Etisalat UAE
2017.10 - 2022.09
Universal Customer Service Agent
Etisalat UAE
2015.10 - 2017.10
Customer Service Agent
Etisalat UAE
2014.05 - 2015.09
Bachelor of Tourism Studies - Tourism Studies
Helwan University
2009.09 - 2013.05