Mahmoud Said
Customer Service Team Leader
Dubai
Summary
Experienced Customer Service Professional with 7+ years of diverse roles in the industry. Proven track record in telesales, customer service, team leadership, loan processing, and data analysis. Skilled in managing customer relationships, driving sales, and leading teams in multinational environments. Proficient in data analysis and programming.
Overview
11
11
years of professional experience
14
14
years of post-secondary education
1
1
Certification
Work History
Telesales Team Leader
Samsung Gulf Electronics
09.2023 - Current
- Recruit, hire, and train telesales representatives.
- Provide ongoing coaching, mentoring, and performance feedback.
- Motivate and inspire team members to achieve their sales goals.
- Led weekly meetings to review progress towards objectives while addressing roadblocks or challenges.
- Develop and implement effective sales strategies and tactics.
- Set and track sales targets for the team.
- Prepare and submit regular sales reports to management.
Customer Care Specialist
Etisalat UAE
1 2022 - 7 2022
- Resolved complaints with proactive problem-solving and analysis
- Exceeded targets by delivering comprehensive and consistent service
- Improved company processes by analyzing customer feedback and service trends.
Customer Service Representative
Samsung Gulf Elec
10.2022 - 09.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Loan Processing Officer
ARB Call Facilities
03.2020 - 01.2022
- Reviewing, authorizing and recommending loans for approval
- They meet with applicants to determine their creditworthiness before deciding whether or not they will offer them a personal or commercial loan
- Facilitated decision-making by educating clients on loan products available, describing complex terms in easy-to-understand language to ensure comprehension.
Front-End Web Developer
Asis Company
10.2019 - 03.2020
- Created custom websites by harnessing HTML, CSS and JavaScript skills
- Boosted website performance and stability through planned maintenance and targeted troubleshooting.
Customer Care Escalation Line(Supervisor)
Teleperformance International
03.2017 - 06.2019
- Managed staff rotas, planning workloads effectively and strategically
- Built customer retention and satisfaction by delivering top-quality service
- Identified operational problems and proposed solutions to management, improving service efficiency.
Customer Service Executive
Teleperformance International
06.2015 - 03.2019
- Warmly greeted customers with positive telephone etiquette, asking well-rounded questions to identify issues
- Resolved complaints with proactive problem-solving and analysis
- Explained benefits and advantages of different product and service offerings to customers.
Salesman
Book Shop (Bazaar)
09.2013 - 01.2014
- Handled concerns and complaints with care, delivering positive outcomes for continued customer loyalty
- Received stock deliveries, accurately completing paperwork and updating system records.
Education
Tourism Guidance -
Faculty of Tourism and Hotels, Helwan University
10.2009 - 05.2013
Ms Offfice - undefined
04.2017 - 04.2022
Programing skills - undefined
05.2017 - 05.2022
Skills
Problem-Solving And Handing Skills
Performance Management
CRM proficiency
Microsoft Office
Call Quality Assurance
Team Management
Training delivery
Motivational Abilities
Programming (HTML5/Css3/Javascript/C/Java/Flutter)
Personal Information
- Date of Birth: 01/10/1992
- Nationality: Egyptian
Languages
English
Arabic
Certification
Samsung Call Center Sales Agent of the year in 2023
Timeline
Telesales Team Leader
Samsung Gulf Electronics
09.2023 - Current
Customer Service Representative
Samsung Gulf Elec
10.2022 - 09.2023
Loan Processing Officer
ARB Call Facilities
03.2020 - 01.2022
Front-End Web Developer
Asis Company
10.2019 - 03.2020
Programing skills - undefined
05.2017 - 05.2022
Ms Offfice - undefined
04.2017 - 04.2022
Customer Care Escalation Line(Supervisor)
Teleperformance International
03.2017 - 06.2019
Customer Service Executive
Teleperformance International
06.2015 - 03.2019
Salesman
Book Shop (Bazaar)
09.2013 - 01.2014
Tourism Guidance -
Faculty of Tourism and Hotels, Helwan University
10.2009 - 05.2013
Customer Care Specialist
Etisalat UAE
1 2022 - 7 2022
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