Menna Kreadly
Sharjah,UAE
Summary
Dedicated to enhancing customer satisfaction through exceptional service and support, leveraging expertise in customer service best practices.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work history
Customer service representative
Raya Gulf ( SHARE Loyalty program by MAF )
Dubai, UAE
2025.05 - Current
- Provided customer support for members of the SHARE Loyalty Program, assisting with account inquiries, points balance, redemption, and membership benefits.
- Handled inbound calls, emails, and chat inquiries while maintaining high customer satisfaction and service quality standards.
- Assisted customers with account registration, troubleshooting login issues, and resolving points discrepancies.
- Guided customers on earning and redeeming SHARE points across Majid Al Futtaim brands and partner stores.
- Investigated and resolved customer complaints efficiently, ensuring timely follow-up and issue resolution.
- Maintained accurate records of customer interactions in the CRM system.
- Collaborated with internal teams to escalate complex cases and ensure smooth customer experience.
- Achieved KPIs related to call handling time, customer satisfaction (CSAT), and first-call resolution.
- Educated customers on program promotions, offers, and benefits to increase engagement with the loyalty program.
Customer Advisor & Sales Executive
du (Emirates Integrated Telecommunications Company
Dubai, UAE
2023.11 - 2025.04
- Assisted customers with mobile plans, SIM activation, device purchases, and telecom services in a retail or contact center environment.
- Promoted and sold postpaid and prepaid plans, internet packages, and telecom products while achieving monthly sales targets.
- Provided customer support for billing inquiries, plan upgrades, SIM replacements, and service troubleshooting.
- Guided customers on selecting the most suitable mobile and data packages based on their needs and usage.
- Handled customer complaints professionally and ensured quick resolution to maintain high satisfaction levels.
- Processed new account registrations, KYC verification, and service activations according to company policies.
- Maintained accurate customer records in CRM systems and followed telecom compliance procedures.
- Built strong customer relationships to increase sales, retention, and loyalty.
Contact Center Agent
Sutherland Global Services ( Lyft )
Alexandria, Egypt
2023.02 - 2023.09
- Provided customer support for riders and drivers using the Lyft application through phone, chat, and email channels.
- Assisted users with account issues, ride bookings, payment problems, refunds, and app troubleshooting.
- Resolved customer complaints related to trip charges, driver or rider concerns, and service feedback while maintaining high customer satisfaction.
- Guided customers on using app features, updating account details, and resolving login or verification issues.
- Investigated and escalated complex cases to internal teams to ensure timely resolution.
- Maintained accurate records of customer interactions in the CRM system.
- Followed company policies and service standards to ensure efficient issue resolution and positive user experience.
- Achieved performance targets such as response time, resolution rate, and customer satisfaction (CSAT).
After-Sales Customer Service Representative
OPPO Mobile Telecommunications
Alexandria, Egypt
2020.12 - 2022.11
- Assisted customers with inquiries and support.
- Managed scheduling of device repair appointments.
- Responded to phone calls and emails effectively.
- Provided administrative assistance with record-keeping tasks.
- Coordinated communication between technicians and staff.
- Resolved customer complaints and inquiries promptly.
Education
Bachelor of Computer Science - Information System
king Marriott Academy
Alexandria, Egypt 2014.05 - 2018.05
Skills
- Customer support and satisfaction
- Complaint resolution
- Customer relationship management
- Active listening
- Problem solving
- Conflict resolution
- Customer retention
LANGUAGES
Arabic
Native
English
Fluent
Timeline
Customer service representative
Raya Gulf ( SHARE Loyalty program by MAF )
2025.05 - Current
Customer Advisor & Sales Executive
du (Emirates Integrated Telecommunications Company
2023.11 - 2025.04
Contact Center Agent
Sutherland Global Services ( Lyft )
2023.02 - 2023.09
After-Sales Customer Service Representative
OPPO Mobile Telecommunications
2020.12 - 2022.11
Bachelor of Computer Science - Information System
king Marriott Academy
2014.05 - 2018.05