MOHAMED SHEHATA
Ajman
Summary
Experienced Customer Service & Team Leader professional with UAE telecom background at e&, specialized in High Value and VIP account management, team support, KPI tracking, and delivering premium customer experience.
Overview
10
10
years of professional experience
Work History
VIP Customer Relation Specialist
e& UAE
AJMAN, UAE
07.2024 - Current
- Handled high-profile VIP clients including ministers, government officials, and royal family members.
Acted as a dedicated point of contact for VIP accounts, managing sensitive cases with utmost discretion.
Delivered priority solutions and coordinated with internal departments to ensure premium service.
Maintained detailed follow-ups, case reports, and ensured zero service interruption for VIP clients.
Supported management in developing and refining VIP customer experience strategies.
Trainer
CX Solutions
Egypt
03.2022 - 07.2024
- Delivered training programmes within allocated timeframes.
- Mentored learners to build subject confidence and competence.
- Assessed student progress to respond to additional support needs.
- Kept training data and documentation secure for full compliance.
- Developed complete training programs and led training using expert learning techniques.
Call Center Team Leader
Exception Pastry
Egypt
03.2019 - 04.2021
- Started as an Advisor and promoted to Team Leader within 9 months.
- Managed team performance and daily targets.
- SME Support with Complaint Handlning Team
- Collaborated with team members to achieve target results.
- Managed complaints with calm, clear communication and problem-solving.
Supervisor
Exception Market
Egypt
06.2018 - 03.2019
- Resolved customer complaints swiftly, turning negative experiences into positive outcomes.
- Maintained high standards of cleanliness and organisation in the workplace.
- Monitored worker behaviours and enforced standards for consistent safety protections.
- Planned and communicated daily manufacturing tasks and targets.
- Assisted in the recruitment and training of new staff members, building a strong, efficient team.
- Managed shift rotas and holiday schedules, maintaining optimal staffing levels at all times.
Customer Care Agent / SME
Orange Egypt
Egypt
06.2016 - 09.2017
- Managed customer service inquiries via phone, email, and live chat, providing timely and accurate responses to questions and concerns.
- Handled high-volume telephone calls to address and resolve customer queries.
- Resolved customer complaints with empathy and professionalism, leading to increased satisfaction and loyalty.
- Maintained up-to-date knowledge of products, services, and policies to provide informed support to customers.
Education
Graduated - Faculty of Law
Helwan University
01.2020
Skills
- Team Leadership
- KPI Management
- High Value & VIP Customer Handling
- Training & Coaching
- Escalation Management
- CRM Systems
- Excellent Communication Skills
- MS Office & Computer Skills
- B2C
- B2B
Languages
English
Advanced
C1
Arabic
Proficient
C2
Timeline
VIP Customer Relation Specialist
e& UAE
07.2024 - Current
Trainer
CX Solutions
03.2022 - 07.2024
Call Center Team Leader
Exception Pastry
03.2019 - 04.2021
Supervisor
Exception Market
06.2018 - 03.2019
Customer Care Agent / SME
Orange Egypt
06.2016 - 09.2017
Graduated - Faculty of Law
Helwan University