Mohamed Ezzo
Expert Customer Service Representative
Ajman
Summary
Customer Service Acting Officer Experienced in supervising, training, and motivating team members with a strong focus on customer service. Skilled in redesigning processes for efficiency gains, analyzing target trends and service reports, and mentoring and guiding employees. Results-oriented professional committed to providing exceptional, responsive service in all interactions with customers and employees.
Overview
15
15
years of professional experience
3
3
Languages
Work History
Acting Customer Service Officer
Etisalat UAE
06.2024 - Current
- Managed and supervised team of customer service representatives in providing quality service to customers.
- Reviewed individual performance metrics, offering constructive feedback and coaching to drive continuous improvement.
- Maintained a high level of product knowledge of the team to effectively assist customers with accurate information and recommendations.
- Evaluated customer service staff performance and provided constructive feedback.
- Coached team members individually to develop their skills and improve performance, tailoring guidance to their specific needs.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Educated staff on strategies for handling difficult customers and challenging situations.
- Resolved high-level escalations and supervisory complaints related to product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues
- Provided constructive feedback to peers and management on potential process improvements, aiding continuous enhancement of service quality.
- Participated in regular meetings with management to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Completed calls monitoring process & data entry to record call notes, suggestions and questions.
- Coordinated cross-functional teams to deliver exceptional customer service in a fast-paced environment.
Senior Customer service Representative
Etisalat UAE
05.2023 - 05.2024
- Handling customers' inquiries, complaints and requests.
- Attending customers' e-mails
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Handling High Valued Customers calls and Working on RCA and Customer Satisfaction Analysis.
Trainer Assistant
Etisalat UAE
01.2023 - 04.2023
- Led training sessions for new and existing customer service staff, resulting in improved customer satisfaction scores.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Coordinated communication between trainers, trainees, and management to address any issues or concerns related to training initiatives promptly effectively.
- Managed training logistics, including scheduling, room setup, and equipment maintenance, ensuring a smooth learning experience for all attendees.
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
Senior Customer service Representative
Etisalat UAE
10.2017 - 01.2023
- Handling customers' inquiries, complaints and requests.
- Attending customers' e-mails
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Handling High Valued Customers calls and Working on RCA and Customer Satisfaction Analysis.
Escalation Desk Advisor
Raya Contact Center, Etisalat UAE
01.2015 - 10.2017
- I have been part of the team who established the Escalation Desk Team; wherein we managed to set the team structure and create standard operating process of the team to enhance customer effort, customer satisfaction and first call resolution metrics.
- Escalation Desk Acting Team leader, Attending Supervisory Requests and Escalations and managing the team daily operations.
- Analyzing Voice of Customer Reports.
- Duty Management
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
Customer Service Representative
Raya Contact Center, Etisalat UAE
01.2014 - 01.2015
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Customer Service Representative
Vodafone Egypt
01.2013 - 01.2014
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Sales Advisor
Future Medical Support
01.2011 - 01.2013
- Listened to customer details and offered matching solutions to meet wide range of requirements.
- Targeted a Different Segment of Customers and Managed to Start a new Marketing Strategy which led to find a high sales opportunities that created demand for the products.
- Assisted customers with after-sales support, resolving issues quickly and maintaining high satisfaction levels.
Retention and Sales Team Leader
Oscar Telecom
01.2010 - 01.2011
- Managed a high-performing sales team, consistently achieving and surpassing set targets.
- Led weekly sales meetings to review performance metrics and develop action plans for continuous improvement.
Education
Bachelor of Accounting - Accounting
Faculty of Commerce
Egypt 04.2001 -
DELF Français - French Language Degree
Alliance Française Institute
01.2005 - 01.2006
Skills
- Team management
- Effective Communication and Soft Skills
- Team building and motivation
- Feedback delivery
- Reporting, Presentation, and Analytical skills
- Call center operations management
- Organization, Documentation and recordkeeping
- Problem Solving
Additional Information
Ability to Handle Pressure., Flexibility with Working hours and rotational Shifts., Excellent Data Collection and Analysis Skills., Professional Computer Skills., Capability of Self-Control in Tough Situations.
Timeline
Acting Customer Service Officer
Etisalat UAE
06.2024 - Current
Senior Customer service Representative
Etisalat UAE
05.2023 - 05.2024
Trainer Assistant
Etisalat UAE
01.2023 - 04.2023
Senior Customer service Representative
Etisalat UAE
10.2017 - 01.2023
Escalation Desk Advisor
Raya Contact Center, Etisalat UAE
01.2015 - 10.2017
Customer Service Representative
Raya Contact Center, Etisalat UAE
01.2014 - 01.2015
Customer Service Representative
Vodafone Egypt
01.2013 - 01.2014
Sales Advisor
Future Medical Support
01.2011 - 01.2013
Retention and Sales Team Leader
Oscar Telecom
01.2010 - 01.2011
DELF Français - French Language Degree
Alliance Française Institute
01.2005 - 01.2006
Bachelor of Accounting - Accounting
Faculty of Commerce
04.2001 -
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