Mohamed Elaskary
Dubai
Summary
Detail-orientated Customer Service Executive adept at making critical decisions, managing deadlines . With expertise in analysis and quantitative problem-solving skills, dedicated to company growth and improvements. Polite and professional in customer services successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
12
12
years of professional experience
Work History
Senior Customer Service Associate
Aster Clinic, AJMC
07.2020 - I currently work here
- Greet patients upon their arrival, and provide the relevant information based on their request regarding the clinic’s services, patient Registration, Billing, Handling Cash, Package Billing… etc
- Coach and mentor the new staff to earn knowledge and confidence in process various transactions.
- Process transaction in cash, card or credit for the services.
- credibility. Managing the status of accounts and balances and
- Identify inconsistencies, issue bills, receipts and invoices and handle necessary Insurance approval for the patients.
- Assist in resolving any administrative problems. Promote the services to potential customers by answering product and service questions, suggesting information about different packages and services.
- Ensure daily cash collection to be deposit in Smart cash deposit
Customer Service Call Center Agent
Data Direct Group Of Companies
04.2020 - 08.2021
- Utilized excellent communication skills in both written and verbal forms to effectively address customer inquiries and concerns.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Assisted in training new hires on company policies, systems, and call handling procedures to ensure seamless integration into the team.
- Reduced average call handling time through active listening, empathy, and effective problem-solving skills.
- Participated in regular team meetings to discuss performance metrics, share insights, and foster a collaborative work environment.
Concourse Customer Service Team Leader
Dubai Airports
03.2018 - 05.2020
- Communicated regularly with team members to maintain clearly defined expectations.
- Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator
(KPI) targets.
Prepared daily/alternate roster arrangements for special events, alternate service patterns and emergency and degraded operations as per operational and maintenance requirement.
- Developed open and professional relationships with team members to facilitate effective issue resolution.
- Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
- Liaised with various stake holders whilst facilitating all the means for better day to day operation and to seek the highest customer satisfaction.
- Planned employee workloads and delegated tasks strategically to meet seasonal fluctuations in demand.
- Tactfully handled complaints from staff, management and clients using excellent problem-solving and dispute resolution skills.
- Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately.
- Evaluated team performance and provided constructive feedback to improve daily goal achievement.
- Advised senior management on facilities needs and delivered ongoing operational support.
- Recommend improvements to provide a productive and efficient service within the whole project.
- Prepared statements detailing operational detail and key performance indicators.
Customer Service Agent
Dubai Airports
03.2017 - 03.2018
- Offered clients product advice, increasing customer satisfaction.
- Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests.
- Addressed customer service enquires quickly and accurately.
- Supported customer satisfaction, addressing escalated complaints with diplomacy and acknowledgment.
- Consistently went extra mile to achieve customer satisfaction.
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
Hotel Receptionist
Mubarak Hotel
05.2009 - 08.2011
- Coordinated transportation for guests, booking shuttles and private car service.
- Greeted hotel guests with warmth and professionalism, providing excellent first impressions.
- Communicated with cleaning staff to make sure hotel rooms were ready for customer arrivals.
- Maintained neat, presentable reception area through frequent cleaning and tidying.
- Minimised customer wait times during check-in and check-out by collaborating with colleagues.
- Completed activity spreadsheets and shift checklists to streamline front-of-house operations.
- Promoted additional hotel facilities and services to enhance customer experiences.
Customer Service Call Center Agent
Vodafone Egypt
02.2012 - 07.2014
- Assisted in training new hires on company policies, systems, and call handling procedures to ensure seamless integration into the team.
- Identified areas for process improvement within the contact center operations to enhance overall efficiency and customer satisfaction.
- Emphasized a customer-centric approach in all interactions by placing their needs and expectations at the forefront of each call.
- Provided timely feedback on product-related issues encountered by customers to inform improvements in product design or documentation.
Education
Bachelor of Arts - Arts
Alexandria University
Egypt 07.2006 - 07.2006
Skills
- KPI setting and management
- Hospital Information System Expertise
- Microsoft Office
- Leadership skills
- Creativity
Professional decision-making
Client counselling and mentoring
- Work under pressure
- Conflict resolution
- Problem-solving skills
- Cash Handling
- Inbound phone calls
- Customer Relationship Management
Languages
English
Advanced
C1
Arabic
Bilingual or Proficient (C2)
Timeline
Senior Customer Service Associate
Aster Clinic, AJMC
07.2020 - I currently work here
Customer Service Call Center Agent
Data Direct Group Of Companies
04.2020 - 08.2021
Concourse Customer Service Team Leader
Dubai Airports
03.2018 - 05.2020
Customer Service Agent
Dubai Airports
03.2017 - 03.2018
Customer Service Call Center Agent
Vodafone Egypt
02.2012 - 07.2014
Hotel Receptionist
Mubarak Hotel
05.2009 - 08.2011
Bachelor of Arts - Arts
Alexandria University
07.2006 - 07.2006
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