Mohamed Hegazy
Ajman
Summary
Results-driven customer service professional with 2 years of success in resolving customer concerns and inquiries. Skilled at accurately documenting call details, preparing reports and arranging appropriate service. Supportive team player, well-versed in providing helpful service across multiple platforms to retain clients.
Overview
8
8
years of professional experience
Work History
Senior Customer Service Advisor
Etisalat By E& UAE
11.2023 - Current
- Delivered exceptional customer service to VIP clientele and Emirati customers at Etisalat.
- Resolved complex inquiries related to products, services, billing, and account management, ensuring customer satisfaction.
- Proactively identified customer needs and offered personalized solutions to enhance their experience.
- Maintained adherence to strict company policies and procedures, ensuring consistency and quality of service.
- Escalated critical issues promptly to facilitate timely resolution and customer satisfaction.
- Reduced customer complaints by proactively identifying areas for improvement within the department.
Customer Advisor
Concentrix
02.2023 - 09.2023
- Dispatch Dashers to orders in a timely and efficient manner
- Monitor the dispatch platform for any potential issues and take corrective action as needed
- Communicate with customers and Dashers to ensure a smooth delivery experience
- Meet performance standards by resolving customer issues in a timely manner, providing excellent customer service, and meeting dispatch goals
Customer Advisor
Concentrix
11.2022 - 01.2023
- Built expert knowledge of company products and services to accurately answer customers queries
- Followed escalation guidelines to escalate complex issues to relevant staff members
- Answered incoming customer contact via live chat to resolve issues and inquiries
- Used information gathered from customer grievances to curate customer FAQs to serve as part of company knowledge
Subject Matter Expert
Sutherland
07.2022 - 10.2022
- Trained, coached and mentored consultants to increase team productivity
- Proven ability to manage and resolve customer escalations in a timely and efficient manner
- Ability to identify and close sales opportunities
- Skilled in delegating tasks to team members and providing clear instructions
- Coordinated referrals and escalations to obtain specialized support
- Tracked trending issues and prepared reports for supervisory team to address repeated concerns
Customer Service and Sales Rep
Sutherland
10.2021 - 06.2022
- Answered customer calls and resolved issues in a timely and efficient manner
- Provided technical support to customers, troubleshooting problems with their devices, accounts, or services
- Reviewed existing accounts to generate or follow through sales leads, targeting wider audience
- Addressed technical difficulties by quickly identifying and troubleshooting customer issues to achieve timely first-time resolution
- Assisted customers with important purchasing choices, identifying needs and employing product expertise to make appropriate suggestions.
Banking Internship
Arab African International Bank
06.2016 - 07.2016
- Provided warm and friendly welcome to customers to create excellent first impression
- Received detailed performance reviews and focused on areas of opportunity to improve teller skills
- Explained bank services, financial products and applicable fees to customers to offer comprehensive service
Education
Bachelor of Commerce - Business Administration - English section -
Alexandria University
Skills
Sales and Customer Service
undefinedTimeline
Senior Customer Service Advisor
Etisalat By E& UAE
11.2023 - Current
Customer Advisor
Concentrix
02.2023 - 09.2023
Customer Advisor
Concentrix
11.2022 - 01.2023
Subject Matter Expert
Sutherland
07.2022 - 10.2022
Customer Service and Sales Rep
Sutherland
10.2021 - 06.2022
Banking Internship
Arab African International Bank
06.2016 - 07.2016
Bachelor of Commerce - Business Administration - English section -
Alexandria University
Similar Profiles
Muhammad Waseem Muhammad Waseem null
Techno-Commercial Network Engineer at ESH (Etisalat) LLC Dubai UAETechno-Commercial Network Engineer at ESH (Etisalat) LLC Dubai UAE
SIJAS C HSIJAS C H
Telecommunication Lead Engineer at Hader Communication System, UAETelecommunication Lead Engineer at Hader Communication System, UAE
Muhammad Masood Ali KhanMuhammad Masood Ali Khan
Director - Voice of Customer (VoC) at e& UAE (Etisalat)Director - Voice of Customer (VoC) at e& UAE (Etisalat)
Noora A. Yousef AlawadhiNoora A. Yousef Alawadhi
Volunteer at Red CrescentVolunteer at Red Crescent
Sabri Al ShamiSabri Al Shami
Head of Vacation Homes at Keyone Reality GroupHead of Vacation Homes at Keyone Reality Group