Mohamed Mostafa Ismail

• Achieved and consistently exceeded revenue quota through product and service promotion during routine calls
• Preserved revenue streams by utilizing strong communication and negotiation skills
• Maintained customer satisfaction with forward- thinking strategies focused on addressing customer needs and resolving concerns
• Entered customer interaction details in CRM & Premia to track requests, document problems and record solutions offered
• Handled day-to-day customer contact via phones and emails
• Generate and analyze internal reports for planning and monitoring purposes both for direct reports and portfolio
• Maintain competitor edge by being aware of local competition and take forward initiatives based on this information
• To provide customers with accurate information as per the company's guidelines of all products and regions
• Employees should ensure that a high level of quality standards are applied to ensure correct information
• Work History is obtained from the customer for the use of quotations, changes in policies and renewals
• Promote the company's products at all times
• Ensure Audit standards are met based on guidelines provided by management
• To gather, analyze and monitor call abandon rates and targets set for department
• Set individual targets for the team members in conjunction with the manager
• Provide training for all new staff on the CRM system, products offered and customer service
• Ensure that subordinates adhere to company service standards
• Maintain leave and attendance records of the team members
• Manage the development of staff, by identifying training required and their day to day functions
• Manage a team of claims handlers
• Ensure the customer is treated fairly and that the customer receives excellent service in accordance with industry and company guidelines
• Handle any complaints associated with a claim
• Adhere to legal requirements, industry regulations and customer quality standards set by the company.

• Educated customers on promotions to enhance sales
• Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem
• Maintained financial accounts by processing customer adjustments
• Supervised team of front desk agents and helped to resolve issues arising during shifts
• Increased customer service ratings through personable service
• Offered appropriate reservation options based on expected attendees when coordinating events.

• Welcomed each new arrival pleasantly and confirmed reservations and identification
• Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours
• Maintained files and records by implementing effective filing systems that boosted efficiency and organization
• Maintained financial accuracy by collecting deposits, fees and payments
• Updated customer accounts with add-on room charges, including minibar use and room service bills
• Entered customer data using in software and updated information whenever patrons changed rooms
• Answered multi-line phone system, responded to inquiries and transferred calls to correct departments and personnel
• Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate
• Promoted local entertainment and sporting events and offered details to assist patrons.

• Improve customer service experience, create engaged customers and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Set a clear mission and deploy strategies focused towards that mission
• Develop service procedures, policies and standards
• Keep accurate records and document customer service actions and discussions
• Analyse statistics and compile accurate reports
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilise assets to achieve qualitative and quantitative targets
• Adhere to and manage the approved budget
• Maintain an orderly workflow according to priorities

SKILLS & COMPETENCIES

· Team Leadership

· Customer Service Expertise

· Policy and Procedure Development

· Project and Initiative Management

· Resource and Time Management

· Attention to Detail

· Problem-Solving Skills

· Cross-Functional Collaboration

· Customer Satisfaction Improvement

· Complaint Reduction Strategies

· Performance and Productivity Measurement

· Supervisory and Mentoring Skills

· Crisis Management