Mohamed Ali
Dubai,UAE
Summary
Enthusiastic Customer Service Agent. Effectively and efficiently handles queries while sharing product knowledge. Delivers positive and timely results through team collaboration. Patient and dedicated person, skilled at developing and promoting interactive atmosphere within group environment. Experienced dealing with customers with wide array of cultural backgrounds consistently dedicating extra time for self- developing. Adaptable and responsive team player with unwavering dedication to retaining customers, boosting revenue and resolving conflicts.
Overview
2
2
years of professional experience
4
4
years of post-secondary education
Work History
Sr. Customer Service Representative
More Ideas General Trading, BYJU'S Future School
Dubai, UAE
06.2022 - 07.2023
- Providing high – quality services for customers by responding to their inquiries and concerns and resolving complaints about the company’s services.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Respond to customers queries and complaints via emails and other support channels (Zen Desk -Fresh Desk - Salesforce),
- Actively listening to customers' concerns, identifying the root causes of complaints, and providing timely and satisfactory solutions
- Serve as a point of contact for the entire GCC Region branches.
- Handled Escalations from the clients accordingly and proactively follow up to make sure the client is satisfied.
- Generating leads through feedback calls and send it the sales department to convert into revenue.
- Collaborates closely with Operations and other departments for a smooth customer experience.
Client Retention Specialist
BYJU'S
06.2022 - 07.2023
- Manage all customer disputes, including investigating and resolving customer complaints and refunds in a timely and effective manner.
- Achieving and maintaining the highest retention rate by handling customers complaints and refund requests effectively.
- Following up with existing clients continuously to make sure the revenue is saved and to avoid possible complaints.
- Ensure customer satisfaction and provide professional customer support.
- Converted churned customers through value-add promotions.
- Maximized customer retention through up-selling and cross-selling.
- Improve overall customer experience.
Junior Team Leader
BYJU'S
03.2021 - 06.2022
- Handled a team of agents as serving the first point of contact to assist with queries and product knowledge.
- Conducting training sessions individually and in groups for the team to maintain customer satisfaction.
- Minimized response time to resolve orders on hold by liaising with other departments.
- Work closely with the management to make sure the company departments are on the same work flow.
- Oversee the entire client life cycle, ensuring exceptional service delivery and client satisfaction.
- Keep up-to-date with industry trends, regulations, and best practices
- Drove team to consistently exceed critical Key Performance Indicator (KPI) targets.
Call Centre Agent
ENOC
Dubai, UAE
03.2021 - 06.2022
- Handled large amount of inbound & outbound calls promptly and improved on-hold wait times.
- Responded promptly to inquiries from clients, members and staff via emails.
- Providing appropriate solutions to guarantee positive outcomes.
- Logging customers information and potential ones into the support channels (SAP & CRM) and address the concerned department within the TAT.
- Handled escalations. Police and emergency cases very promptly as highly sensitive calls.
- Keep up-to-date with industry trends, regulations, and best practices
Education
Bachelor of Arts - Literature
Zagazig University
Egypt 01.2013 - 05.2017
Skills
- Bilingual Service Representative,
- Highly Self motivated Executive
- Telephone skills (Outbound-Inbound)
- Excellent communication and negotiation skills, both written and verbal
- Microsoft Office
- Computer knowledge
- Complaint handling
- Adaptive team player
- Relationship-building
- Critical thinking skills
- Inspiring leader
- Multi-line phone talent
- Problem solver with great critical thinking skills
- Motivational communication
- Team Management
- Maintaining the Service Level Agreement (SLA)
- Maintaining excellent rapport with customers
Languages
English
Fluent
Arabic
Native
Timeline
Client Retention Specialist
BYJU'S
06.2022 - 07.2023
Sr. Customer Service Representative
More Ideas General Trading, BYJU'S Future School
06.2022 - 07.2023
Call Centre Agent
ENOC
03.2021 - 06.2022
Junior Team Leader
BYJU'S
03.2021 - 06.2022
Bachelor of Arts - Literature
Zagazig University
01.2013 - 05.2017
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