Summary
Overview
Work History
Education
Skills
Timeline
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Montaser Herrek

Abu Dhabi

Summary

Passionate about investigating issues and following up on them until full resolution. Addressing customer's issues and finding solutions and workarounds. Working within a team, learning quickly and the flexibility to work with a rotational shift pattern. Customer service representative with 4+ years experience in dealing directly with customers. Managed through my career to increase customers satisfaction by 46%, and managed to achieve high NPS and quality scores. Seeking to leverage my soft skills and professional expertise to learn and grow in the new role of customer service at your company. Handling angry customers and ability to deal with all types of customers with different attitudes.

Overview

4
4
years of professional experience

Work History

Sales Executive

Etisalat UAE
09.2023 - Current
  • Achieved sales goals and service targets (80% - 115%) monthly, by securing new customer relationships.
  • Researched sales opportunities and possible leads to exceed sales goals and increase profits.
  • Answered customer questions about products and services, helped locate merchandise, and promoted key items.
  • Provided exceptional services and pleasant shopping experiences to retail customers maintaining 80% and more NPS.
  • Used in-store system to locate inventory and place special orders for customers.

Billing Analyst

VODAFONE UK
11.2022 - 08.2023
  • Conducted monthly pre-billing review and data quality analysis to verify complete accuracy of invoices delivered to customers and providers.
  • Assisted clients and attorneys with requests for invoice copies, ledger details and explanation of accounts receivable amounts owed.
  • Maintained strict confidentiality with all personal data as per company guidelines.
  • Researched and resolved billing discrepancies to enable accurate billing.
  • Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
  • Finished working on 100% of my queries within service level.

CIOT Billing and Tech Advisor

Vodafone UK
Cair
05.2021 - 10.2022
  • Addressing customer's issues and finding solutions and workarounds.
  • Maintained detailed records of daily interactions with customers with contact details, fulfillment actions, and processing of support agreements.
  • Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures.
  • educated our customers about our new IOT technologies which helped increasing the monthly sales by 10%.
  • Resolved most calls with first contact achieving 95% FCR, and escalated remaining calls to appropriate personnel for swift handling.
  • Maintained above 60% NPS monthly which reflected very high customer satisfaction.

Crew Trainer

Vodafone Ireland
09.2020 - 04.2021
  • Taught new team members correct procedures for all areas of operations.
  • Maintained current knowledge of all team position requirements.
  • Set positive example for team members by providing high-quality, efficient service.
  • Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business.
  • Developed lesson plans, instructional materials and written practice tests for soft skills and process knowledge training courses.

International Account Advisor

Vodafone Ireland
09.2019 - 08.2020
  • Handled over 60 inbound calls daily, providing callers with product and service information, emphasizing product features and benefits and generating quotes, while achieving 700 AHT overall.
  • Negotiated prices, terms of sales and service agreements.
  • Monitored service after sale and implemented quick and effective problem resolutions maintaining overall 40% NPS score.
  • Informed customers of promotions to increase sales productivity and volume by 8%.
  • Communicated with different teams internally to solve issues and make sure the customer nevers contact us again regarding same query which has helped me to acheive over 70% FCR.

Education

Data Analysis For Beginners

Vodafone University
Cairo, Egypt

Intermediate Excel -

Linked in
Egypt, Cairo

Excel For Beginners -

LinkedIn
Cairo, GA

How To Handle Complaints

Vodafone University
Cairo, Egypt

Online English Course
Cairo, Egypt

Agriculture business -

Suez Canal University
Cairo, Egypt

Skills

    • Data Collection
    • Customer Service
    • Microsoft Office Suite
    • Internet Research
    • Mail Routing
    • Inventory Management
      • Invoice Processing
      • Data Analysis
      • Issue Resolution
      • Training and Mentoring
      • Customer Engagement
      • Complaint Resolution

Timeline

Sales Executive

Etisalat UAE
09.2023 - Current

Billing Analyst

VODAFONE UK
11.2022 - 08.2023

CIOT Billing and Tech Advisor

Vodafone UK
05.2021 - 10.2022

Crew Trainer

Vodafone Ireland
09.2020 - 04.2021

International Account Advisor

Vodafone Ireland
09.2019 - 08.2020

Data Analysis For Beginners

Vodafone University

Intermediate Excel -

Linked in

Excel For Beginners -

LinkedIn

How To Handle Complaints

Vodafone University

Online English Course

Agriculture business -

Suez Canal University

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Montaser Herrek