Mohamed Abdo
Dubai
Summary
Dynamic Customer Service Agent with proven success at MAMG Technical Works LLC, achieving an 80-95% first call resolution rate. Skilled in customer complaint resolution and relationship building, I excel in enhancing customer satisfaction and streamlining processes to improve service efficiency. Passionate about delivering exceptional support and fostering positive customer experiences.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative
MAMG Technical Works LLC
Dubai
10.2024 - Current
- (Inbound): Answering customers' inquiries via calls & Emails and providing the right information.
- (FCR): 80-95% of problems resolved on the first call.
- Average Handling Time (AHT): Time spent on each call 2 minutes.
- Average Speed of Answer (ASA): Time taken to answer calls 30 Second.
- Manage large amounts of 50-100 calls inbound and outbound calls in a timely manner.
- (Outbound): Assist in the development of new outbound customer service campaigns and coordinating survey questions.
- Responds to and manages complaints and escalations from clients and customers for a company or organization.
- My responsible for managing escalations relating to products or services, handling problem tickets, and providing feedback to upper management regarding customer issues.
- (Social media) (Emails, Twitter, Facebook): Respond to customer inquiries through Social media platform.
Customer Service Representative
Dan Advanced Business
Sudan
02.2021 - 03.2023
- Responding to inquiries: Responding to inquiries and questions from customers about products or services.
- Resolving problems: Receive at least 85 calls regarding customer inquiries and solve their problems.
- Providing technical support: Providing technical support to customers to improve their use of products or services.
- Providing information: Providing information about products or services, prices, and terms.
- Improving customer experience: Improving customer experience and meeting their needs.
- Customer Satisfaction (CSAT): Increase customer satisfaction by 85% - 95% and improve customer loyalty to the company.
- Email: Email to respond to inquiries and questions.
- Phone: Telephone to respond to inquiries and questions.
- Social media: Social media to respond to inquiries and questions.
- Customer management system: A customer management system to track customer needs and provide the necessary support.
Customer Service Representative
Radiano Company
05.2021 - 06.2022
- Coordinated and facilitated the safe boarding and deboarding of passengers onto airport shuttle buses. improved team's compliance score by 20% within one quarter.
- Played a key role in handling VIP and priority passengers, ensuring discreet, prompt, and courteous service. Help reduce the time passengers spend waiting in security queues, check-in counters, and baggage claim areas to increase efficiency by 15% over the year.
- Net Promoter Score (NPS): Evaluate passenger loyalty by measuring their willingness to recommend the airport to others.
- Assisted passengers requiring special attention, including the elderly, differently-abled, and families.
- Communicated with airport ground staff, airline representatives, and shuttle drivers to manage logistics.
- Track the time taken to resolve customer complaints and Resolution rate FCR 80-90%.
- Monitor the movement of passengers through the airport to identify bottlenecks and optimize the passenger experience.
Customer Service Representative
Cloud Box IT Infrastructure LLC
Dubai
08.2019 - 03.2021
- Providing technical support and assistance to customers who have purchased or are using the company's products or services by answering phone calls and emails, receiving complaints, and providing and resolving them as quickly as possible for the customer's convenience.
- Providing offers and prices via outbound calls to customers, introducing and explaining new products.
Customer Service Representative
Lumara group (Midea)
Sudan
11.2017 - 03.2019
- Responding to customer inquiries: Responding to customer inquiries and meeting their needs in an effective and efficient manner.
- Problem solving: Resolving customer problems quickly and efficiently.
- Providing information: Providing information about products and services to customers.
- Collaborating with the team: Collaborating with the team to achieve the company's goals.
- Improving service: Continuously improving the service provided to customers.
- Implemented CRM tools, enhancing customer interaction tracking.
- Developed customer feedback system, improving service strategies.
- Recognized for outstanding service with 'Employee of the Month' awards.
- Achieved a 90% resolution rate on first contact with customers.
- Streamlined support processes, reducing response time by 40%.
Customer Service Representative
CTC Group
Sudan
04.2016 - 05.2017
- (Inbound): Answering customers' inquiries via calls & Emails and providing the right information, responding efficiently and accurately to customers, explaining possible solutions, and ensuring that customer's feel supported and valued.
- (Outbound): Assist in the development of new outbound customer service campaigns and coordinating survey questions.
- (Escalation): An escalation specialist responds to and manages complaints and escalations from clients and customers for a company or organization. They are responsible for managing escalations relating to products or services, handling problem tickets, and providing feedback to upper management regarding customer issues.
- (Social media) (Emails, Twitter, Facebook): Respond to customer inquiries through Social media platform, Understand to support customer inquiries through social Media, Resolve customer inquiries quickly and effectively via social media based on the Scope of work, Review user reports regarding client products and services, Identify improvement opportunities in work flow and suggest solutions, Interface effectively with other internal teams and departments.
Customer Service Representative
Sweety Motors
Sudan
12.2014 - 03.2016
- Customer service at car companies includes providing support and assistance to customers before, during, and after purchasing a vehicle. The services I provided included: Responding to customer inquiries about cars, their prices, and features, scheduling test drives for customers, and providing detailed information about the vehicles, including features, specifications, and warranties.
- Offer support through various channels, including phone, email, and online portal.
- Solicit and respond to customer feedback to improve customer service.
- Streamline processes to reduce response times and improve customer satisfaction.
Education
Diploma of Education - Information Technology
university of sciences and technology
01.2014
Skills
- SaaS Sales
- VIP Services
- Customer complaint resolution
- Customer engagement
- Call center experience
- Customer service
- Problem solving
- Relationship building
- Live chat support
- Inbound customer service
- Call flow maximization
- Phone etiquette
- Active listening
- Time management
- Call control
- Customer relations
- Customer feedback analysis
- Customer relationship management (CRM)
Certification
- Analyzing and Visualizing Data with Microsoft Power BI
- License Driver
- IAB Digital Marketing and Media Foundations Certification
- Digital Campaign Management Training Program
Languages
Arabic
First Language
English
Proficient (C2)
C2
Timeline
Customer Service Representative
MAMG Technical Works LLC
10.2024 - Current
Customer Service Representative
Radiano Company
05.2021 - 06.2022
Customer Service Representative
Dan Advanced Business
02.2021 - 03.2023
Customer Service Representative
Cloud Box IT Infrastructure LLC
08.2019 - 03.2021
Customer Service Representative
Lumara group (Midea)
11.2017 - 03.2019
Customer Service Representative
CTC Group
04.2016 - 05.2017
Customer Service Representative
Sweety Motors
12.2014 - 03.2016
Diploma of Education - Information Technology
university of sciences and technology
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