Mohamed Sewidi
Mansoura,UAE
Summary
Seasoned Customer Associate with more than 5 years of experience dedicated to providing highest quality service and making customers feel welcome. Committed to exceeding sales expectations and furthering company goals. Timely and situationally aware employee dedicated to supporting productive work environments.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work History
Escalation Officer
Emirates Islamic Bank
Dubai, UAE
06.2022 - Current
- Managed and resolved customer complaints and requests while maintaining excellent professionalism standards according to Bank policies and procedures.
- Oversee customer complaints, assisted and trained new representatives, enforced policies/procedures and provided excellent customer service.
- Communicate effectively with many levels of management while conducting a thorough investigation of customer complaints.
- Resolved escalated customer complaints to ensure quality customer service standards were maintained.
Priority Banking Relationship Associate Officer
Emirates Islamic Bank
Dubai, UAE
08.2019 - 06.2022
- Attracts potential customers by answering product and service questions; suggesting information about other products and services.
- Handled phone, email and social media enquiries with consistent customer service across multiple channels.
- Manage 1400+ of inbound , outbound calls and emails monthly.
- resolves product issues (customer complaints) by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Maintain a positive relationship with consumers through constant communication.
Customer Service Representative .
Etisalat UAE .
Dubai, UAE
01.2018 - 08.2019
- Answered customer telephone calls promptly and improved on-hold wait times.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Assisted customers with varying questions using product knowledge and service expertise.
- Processed inbound customer calls, providing information on service or product upgrades
- Managed high-volume customer queries simultaneously through effective multitasking.
- Handled phone, email and social media enquiries with consistent customer service across multiple channels.
Sales Promoter
Abdullah Al Bowardi Dates
Dubai, UAE
04.2017 - 01.2018
- Interacted and engaged with customers, providing guidance and product insights to influence purchase decision.
- Informed current and potential customers about product updates, special offers and new products.
- Identified interested and qualified customers in order to provide them with additional information.
- Sold products being promoted and kept record of sales .
- Suggested specific product purchases to meet customers' need.
Education
Bachelor of Science - Computer Science
Mansoura University
Egypt 05.2012 - 09.2016
Skills
- Telesales techniques
- Sales negotiating
- Sales enquiry handling
- Team management
- Administrative support
- Complaint handling
- Creative problem solving
- Strong customer service orientation
- Relationship-building
- Microsoft Office
Languages
Arabic
Native
English
Fluent
ACHIEVEMENTS
- Best Sales award . (selling 20+ million COC and personal finances In 2020).
- 2020 and 2021 customer satisfaction award. (keeping my CSAT 98%+ for 2 continuous years) .
- Over time champion 2021
Timeline
Escalation Officer
Emirates Islamic Bank
06.2022 - Current
Priority Banking Relationship Associate Officer
Emirates Islamic Bank
08.2019 - 06.2022
Customer Service Representative .
Etisalat UAE .
01.2018 - 08.2019
Sales Promoter
Abdullah Al Bowardi Dates
04.2017 - 01.2018
Bachelor of Science - Computer Science
Mansoura University
05.2012 - 09.2016
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