Mohamed Ismail
Abu Dhabi,UAE
Summary
Senior Customer Service specialist and Quality assurance with 5+ years of experience in fast-paced call center and store environment. Skilled at resolving complex customer inquiries. Passionate about building strong customer relationships, driving brand loyalty, and delivering the exceptional customer service through my work experience at the different fields like Telecommunications ,Sales and Hospitality .
Overview
6
6
years of professional experience
Work History
Feedback and quality consultant
Etisalat UAE
Abu Dhabi, UAE
11.2023 - Current
- Obtained feedback from customers to improve service experience.
- Evaluate agents' performance and adherence to scripts by monitoring their conversations.
- Offered prompt solutions to maintain customer satisfaction.
- Evaluate customer interactions and develop metrics for excellence to measure performance.
- Communicate detailed feedback and consistent follow up with all teams.
Sales executive
Etisalat UAE
Abu Dhabi, UAE
09.2023 - 11.2023
- Warmly greeted customers to establish positive first impressions, enhancing in-store experiences.
- Delivered outstanding customer experiences through attentive care and faultless service.
- Engaged customers to enhance in-store experience and provide outstanding customer service.
- Strengthened profit opportunities through targeted customer relationship development, continually meeting sales objectives.
- Achieved and exceeded sales targets in line with client growth across all products and services.
- Customized promotional strategies to meet needs of different clients, products and services.
Guest assistance
Hilton US
Alexandria, Egypt
12.2022 - 08.2023
- Assist Hilton customers and fellow Team Members with their questions and concerns.
- Working in partnership with Hotel Management, to increase overall guest loyalty to their hotels and the Hilton portfolio of brands overall.
- Handled complaints and conflict with diplomatic approach.
- Provided accurate information to help resolve queries and concerns.
- Delivered first-class customer service for memorable guest experiences.
- Guaranteed exceptional level of customer care in line with company procedures and regulations.
- Brought positive can-do attitude and passion for customer service to solve service issues.
Reservations and Customer Care agent
Hilton US
Alexandria, Egypt
03.2022 - 12.2022
- Providing exceptional guest experiences across Hilton's global brands and remarkable hospitality experiences every day and ensure the guests with disabilities are provided the best accommodation.
- Dealt with high-volume calls over 50 customer calls per day competently to meet service targets.
- Communicated reservation confirmations to guests via phone and email.
- Conducted calls professionally and politely to maintain excellent service standards.
- Think and act independently, use good judgment, and being friendly and warm by building rapport with the customers.
Customer service advisor
Vodafone UK
Alexandria, Egypt
08.2017 - 01.2021
- Over 3 years' Experience as an International Customer Service advisor, Floor walker support and Subject matter expert (SME) -Handling customers' inquiries and complains on a daily basis and ensuring the customers' delight and satisfaction by delivering the exceptional customer service and maintain a positive attitude and calmly respond to customers' complaints in a professional manners
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
Education
Bachelor's degree - Geography and geographic information systems
Faculty of Arts
Alexandria UniversityHigh School Diploma -
Mounir El Gamal Language School
AlexandriaSkills
- Customer service
- Decision-making
- Public speaking
- Time management
- Organizational skills
- Attention to detail
- Multitasking
- Problem-solving skills
- Team-oriented personality
- Complaint management
- Customer-focused
- Communication skills
Languages
Arabic
Native
English
Fluent
German
Intermediate
Interests
- Swimming (Diving and snorkeling )
- Travelling
- Reading
- Photography
- Learning Languages
- Volunteering
- Exercising and healthcare
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
If you don’t become the ocean you’ll be seasick every day.
Leonard Cohen
Timeline
Feedback and quality consultant
Etisalat UAE
11.2023 - Current
Sales executive
Etisalat UAE
09.2023 - 11.2023
Guest assistance
Hilton US
12.2022 - 08.2023
Reservations and Customer Care agent
Hilton US
03.2022 - 12.2022
Customer service advisor
Vodafone UK
08.2017 - 01.2021
Bachelor's degree - Geography and geographic information systems
Faculty of Arts
High School Diploma -
Mounir El Gamal Language School
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