Mohamed El Fiky
Dubai
Summary
Approachable Senior Customer Service Associate with more than 10 years of experience facilitating positive customer experiences in retail settings. Helpful problem-solver with flexibility in stressful situations. Accessible supervisor coaching employees through complex administrative processes.
Overview
13
13
years of professional experience
Work History
Senior Customer Service Associate
Stake
01.2022 - 06.2023
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Greeted customers and listened closely to problems described to determine solutions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Senior Customer Relationship Manager
Damac Properties
01.2019 - 01.2022
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Managed customer relations on ongoing basis to maximize customer retention.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Created customer support strategies to increase customer retention.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Communicated with all internal departments ( Collections, Legal, Handover, sales.. ETC ) to reach a satisfactory solution to the client.
- Generated customer satisfaction surveys to analyze results into action plans.
Training Specialist
Emirates NBD
02.2017 - 01.2019
- Assessed additional needs based on training progress and collaborated with management to meet requirements.
- Trained and mentored new personnel hired to fulfill various roles.
- Developed training handbooks, computer tutorials and reference materials.
- Conducted orientation sessions to assess skill levels and areas of strength and weakness.
- Converted all curriculum and programs from print to digital, creating supplementary materials like practice tests, exercises, videos and interactive quizzes for instructors and students.
- Documented participation and evaluated learning for each participant.
- Assisted in analyzing and assessing training and development needs for organizations, departments and individuals.
Client Relations Manager
Emirates NBD
05.2015 - 01.2017
- Informed customers of additional services offered by company to develop opportunities for sales revenue.
- Achieved main targets and KPI's set by leadership.
- Collected and logged client feedback about service experience to identify areas for improvement.
- Completed client surveys and service reviews to identify areas for improvement.
- Addressed and resolved customer complaints and issues to improve satisfaction.
- Assessed client needs and developed plans to adequately address current and future objectives.
- Fostered customer trust by addressing concerns and needs using targeted problem-solving.
- Developed summaries to assess each client's participation level and determine targets for follow-up plans.
Property Sales Consultant
Talaat Moustafa Group
03.2010 - 05.2015
- Planned and directed off-site promotional events to attract guests to property.
- Managed contracts, negotiations, and all aspects of sales to finalize purchases and exceed customer expectations.
- Negotiated, facilitated, and managed real estate transactions.
- Communicated with clients to understand property needs and preferences.
- Advised clients on market conditions and property value for informed decision-making.
- Maintained connections with clients to encourage repeat business and referrals.
- Advertised client properties through websites, social media, and real estate guides.
- Presented purchase offers to sellers for consideration.
Education
Bachelor of Business Administration -
Alexandria University
Egypt06.2007
Skills
- Solution Planning
- Operational Efficiency
- Client Engagement
- Providing Feedback
- Customer Relations
- Time Sheet Preparation
- Trained in Salesforce
- Policy and Procedure Adherence
- Issue and Complaint Resolution
- Customer Data Confidentiality
Languages
Arabic
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Senior Customer Service Associate
Stake
01.2022 - 06.2023
Senior Customer Relationship Manager
Damac Properties
01.2019 - 01.2022
Training Specialist
Emirates NBD
02.2017 - 01.2019
Client Relations Manager
Emirates NBD
05.2015 - 01.2017
Property Sales Consultant
Talaat Moustafa Group
03.2010 - 05.2015
Bachelor of Business Administration -
Alexandria University
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