Mohamed Ragab
Dubai,United Arab Emirates
Summary
Experienced Customer Service Manager with 13 years of experience in customer service supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Spearheaded team development initiatives to enhance customer satisfaction metrics.
Overview
12
12
years of professional experience
Work History
Assistant Customer Service Manager
Justclean Internet Solutions
Dubai
09.2021 - Current
- Spearheaded team development initiatives to enhance customer satisfaction metrics.
Customer Service Supervisor
Justclean Internet Solutions
Kuwait City
08.2020 - 08.2021
- Oversaw customer service team performance, Conducted training for new hires & expertly managed customer complaints.
Quality Assurance Officer
Justclean Internet Solutions
Kuwait City
04.2017 - 07.2020
- Plan and conduct quality audits, Generated detailed reports for inbound and outbound call analysis, chatbots efficiency.
Customer Service Representative
Kout Food Group “KFG, FCR & CMS
Kuwait City
03.2014 - 03.2017
- Expedited mastery of all company brands, achieving training completion of all company brands within the first year. Elevated to Frontline Customer Resolution (FCR) representative in the second year, Advanced to Customer Management Specialist (CMS) officer by the third year, underscoring a strong track record in customer service excellence.
Guest Service Representative
Four Seasons Hotels and Resorts
Kuwait City
08.2011 - 01.2014
- Welcomed guests upon arrival, managed reservation inquiries and adjustment Efficiently assigned rooms and suites
Education
Bachelor of Guiding - Tourism And Hotels
Alexandria University
Alexandria06.2009
Skills
- Customer Service Management
- Team Performance Management
- Business Process Outsourcing (BPO)
- Call Center Development
- Team Building
- Quality Assurance
- Customer Satisfaction
- Customer Experience
- Customer Support
- Customer Retention
- Budgeting
- Training
Additional Information
Date of Birth: 9th April 1988
Gender: Male
Nationality: Egyptian
Visa Status: Employment visa
Marital Status: Married
Military Status: Completed
Health Condition : Excellent & Non-Smoker
Languages
Arabic
Bilingual or Proficient (C2)
English
Upper intermediate (B2)
Timeline
Assistant Customer Service Manager
Justclean Internet Solutions
09.2021 - Current
Customer Service Supervisor
Justclean Internet Solutions
08.2020 - 08.2021
Quality Assurance Officer
Justclean Internet Solutions
04.2017 - 07.2020
Customer Service Representative
Kout Food Group “KFG, FCR & CMS
03.2014 - 03.2017
Guest Service Representative
Four Seasons Hotels and Resorts
08.2011 - 01.2014
Bachelor of Guiding - Tourism And Hotels
Alexandria University
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