MOHAMED IBRAHIM
CX Support Agent
Dubai,DU
Summary
- Customer Experience professional with over five years of experience in banking and airport operations, specializing in AI-supported customer service, quality assurance, and performance monitoring.
- Skilled in call evaluation, QA testing, CRM systems, and compliance analysis to enhance service standards and customer satisfaction. Organized and tech-savvy Virtual Assistant with strong CX support and sales skills, including upselling and customer engagement. Fluent in Arabic and English.
- Accomplished Customer Experience Agent with extensive experience providing quality services in challenging environments.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
Work History
Customer Experience Agent
Serco Middle East
Dubai, UAE
07.2022 - Current
- Consistently Provided top-notch customer service to passengers during check-in, boarding, and baggage handling procedures.
- Collaborated effectively with team members to ensure seamless and enjoyable travel experience for customers.
- Demonstrated strong communication skills and positive attitude, resulting in high customer satisfaction ratings.
- Successfully promoted and sold airline services and products, exceeding sales targets consistently by 20% over years of tenure .
- Exhibited high energy and professionalism when dealing with clients and staff , Handled customer inquiries and resolved issues promptly and courteously .
Customer Service and Sales Agent
RAF Hotel Apartment
Dubai , UAE
06.2020 - 07.2022
- Greet guests warmly upon arrival and ensure smooth check-in process.
- Handle cash and credit card transactions accurately with 0% fault , following hotel procedures and maintaining cash drawer security.
- Manage guest accounts and billing processes, ensuring accuracy in charges and timely settlement of accounts
- Collaborate with other hotel departments, including housekeeping, food and beverage, and maintenance, to provide seamless service to guests.
- Communicate effectively with guests and colleagues, both verbally and in writing, to ensure clear understanding and coordination of tasks.
Education
Bachelor of Science - Information Systems
Sudan Academy For Banking & Financial Sciences
Sudan 11.2012 - 10.2017
Skills
- Outstanding communication (oral and written)
- Active listening
- Problem solving
- Computer Skills , especially Microsoft Word, Excel, and email
- Excellent interpersonal and Customer service skills
- Customer service skills
- Front-line Customer-facing skills
- Attention to detail
- Technical support
- Upselling
- CRM software
- Teamwork
- Customer service excellence
- Computer skills
- Understanding customer needs
- Excellent communication
- Adaptability and flexibility
- Microsoft office
- Data entry
- Analytical skills
- Quality control
Additional Information
Experienced in AI-supported customer service environments and quality monitoring processes. Comfortable working with remote tools, CRM systems, and digital communication platforms. Strong ability to adapt to new technologies and evolving AI systems. Proven track record of maintaining high service standards in fast-paced, multicultural environments. Available for shift-based or remote work and committed to continuous learning and performance improvement.
Languages
Arabic
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Customer Experience Agent
Serco Middle East
07.2022 - Current
Customer Service and Sales Agent
RAF Hotel Apartment
06.2020 - 07.2022
Bachelor of Science - Information Systems
Sudan Academy For Banking & Financial Sciences
11.2012 - 10.2017