Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

MOHAMED ALI

Sr. Customer Service Representative / Retention Specialist
Dubai

Summary

Enthusiastic & Inspiring Customer Service Representative and Retention Specialist with excellent organizational and time management skills. Professional decision maker. Adaptable and responsive team player with commitment and dedication to achieve the highest level of customer satisfaction. Desire growth-oriented position in dynamic, fast-paced environment. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent team management and problem-solving skills.

Overview

4
4
years of professional experience
2018
2018
years of post-secondary education

Work History

Email /Chat Support Representative

IHerb
09.2024 - 05.2025
  • Handle incoming emails and live chat messages in a timely and professional manner.
  • Provide accurate, helpful, and clear responses to customer questions.
  • Identify and resolve customer problems or escalate complex issues to appropriate departments.
  • Log and manage support tickets using tools like Zendesk.
  • Manage several live chat sessions or emails simultaneously without losing quality.
  • Keep updated with product updates, company policies, and support tools.
  • Keep updated with product updates, company policies, and support tools.
  • Ensure KPIs and SLAs are met during critical hours or peak times.

Customer Service Representative

Ejadah Asset Management
08.2023 - 07.2024
  • Handled large number of inbound & Outbound calls.
  • Served as a point of contact between management and clients.
  • Liaised between the facility coordinators and customers.
  • Handled customers' complaints and escalations in a professional manner.
  • Logging customers' information and inquires in CRM and CAFMs.
  • Proper follow up with clients to assure the highest quality of services.
  • Handled customers' requests by phone, chat, and emails.
  • Responded to customers' inquires professionally using product knowledge.
  • Escalated complex issues when necessary.
  • Handling emergency calls from clients and informing the concerned departments.
  • Maintained TAT effectively and resolved requests professionally.
  • Improved On-hold and AHT in noticeable progress.

Sr. Customer Service Executive - Retention Specialist

BYJU'S
06.2022 - 07.2023
  • Maintained excellent Retention Rate by handling customers complaints and refund requests effectively.
  • Manage disputes and escalations, investigating and resolving customer complaints and refunds in a timely and effective manners.
  • Serving as the first point of escalations from clients or company's departments.
  • Respond to customers queries and complaints via emails and other support channels.
  • Improved overall customer experience and satisfaction rates.
  • Listening and evaluating agents calls and give feedback sessions.
  • Provided feedback calls for teachers to minimize complaints and refunds requests from our clients.
  • Serving as a point of contact between the clients and the management.
  • Assists students as a mentor for the entire learning journey.
  • Interpretation for non-English-speaking parents with the teachers in Parent Teacher Meetings.
  • Ensured adhering to Standard Operating Procedures (SOPs).
  • Conducting Product Knowledge Training for the existing and new agents.
  • Serving as a point of contact between the GCC Branches.
  • Oversee the entire client life cycle, ensuring exceptional service delivery and client satisfaction.
  • Work closely with the management and company's departments to assure smooth customer experience.
  • Communicated with customers in person, by email and phone to apprise of student progress & challenges.
  • Increasing Retention rate through a proactive approach to improve the quality and efficiency of the Service Level Agreements (SLAs).
  • Following up with existing clients continuously to assure our clients are long-term retained and satisfied.
  • Making critical decisions when it comes to huge sales values.
  • Maximized revenue through retention sale and cross-selling.
  • Providing high - quality services for customers by responding to their inquiries and concerns and resolving complaints about product issues.
  • Resolved customer issues effectively, maintaining TATs affectively.
  • Improving overall organization's ratings and reviews.
  • Lead Generation through feedback and cold calling.

Call Centre Agent

ENOC
03.2021 - 06.2022
  • Handled large number of inbound & outbound calls promptly and improved (AHT).
  • 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 and address the concerned department proactively.
  • Handled escalations and complaints professionally.
  • Handled Police and emergency cases very promptly as highly sensitive calls.
  • Keep up to date with industry trends, regulations, and best practices.
  • Multiple line inbound and outbound call handling.
  • Guided customers throughout different processes using product knowledge.
  • Handled clients accounts and promoting for company's businesses and products.

Education

Bachelor of Arts - English Language And Literature

Zagazig University
Cairo
05-2018

Skills

  • Excellent communication skills verbal and written

  • Microsoft Office Skills

  • Team Management Skills

  • Excellent Negotiation Skills

  • Conduct product knowledge training

  • Up Selling & Cross-Selling skills

  • Social Media escalation handling

  • Strong follow up strategies

  • Excellent Demos and Presentations skills

  • Strong Complaint Management Skills

  • Retention Strategies

  • Bilingual Service Representative

  • Excellent communication skills verbal and written

Accomplishments

  • Proven Experience in Educational Organizations and Training Centers since 2014.
  • Achieved Amazing results effectively in fast-paced environments.
  • Collaborated with team of 35 people in different areas in the development of The Learning and Teaching Experience Program in colleges.
  • Supervised a team of 10 staff members of marketing and student enrollment services.
  • Best Team Member in handling customers complaints and exceeding Customers Satisfaction metrics.
  • Learning & Development Award on conducting Training sessions for the Organization Departments.
  • Best Ted Talk Speaker for Life Coaching Sessions.

Timeline

Email /Chat Support Representative

IHerb
09.2024 - 05.2025

Customer Service Representative

Ejadah Asset Management
08.2023 - 07.2024

Sr. Customer Service Executive - Retention Specialist

BYJU'S
06.2022 - 07.2023

Call Centre Agent

ENOC
03.2021 - 06.2022

Bachelor of Arts - English Language And Literature

Zagazig University

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MOHAMED ALISr. Customer Service Representative / Retention Specialist