Ali Mahmoud S. Alshagnoby
Customer Service Representative - Premium Segment Advisor
Dubai
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Proven leader in customer service and sales, adept at problem-solving and product knowledge, significantly enhancing customer satisfaction and loyalty at Dubai Islamic Bank. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
Work History
Customer Service Representative - Premium Segment
Dubai Islamic Bank
08.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Updated account information to maintain customer records.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Educated customers about billing, payment processing and support policies and procedures.
Sales Promoter
LG Electronics -Dubai- United Arab Emirates
06.2022 - 07.2023
- Increased customer interest by conducting engaging product demonstrations and providing detailed information on features and benefits.
- Recommended specific product options to meet customer needs.
- Identified interest in customers by explaining products and services and initiating conversations.
- Communicated clearly and displayed positive energy and professional outward appearance to foster welcoming environment.
- Set up product displays before demonstrations and checked after completing presentation to maintain attractive sales space.
- Resolved customer issues and concerns by listening attentively, identifying root issue, and implementing best resolution possible.
- Supported team members in achieving collective sales goals through collaboration, encouragement, and sharing best practices.
- Performed market research to stay up-to-date with current market trends.
- Worked within retail environments to boost product awareness, meeting, and exceeding established sales goals.
Team Leader
British American Tobacco
08.2020 - 03.2021
- Conducted thorough market research to guide strategic decisions and maintain competitive advantage.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Motivated team members to surpass their targets, recognizing and rewarding their achievements.
Sales and Marketing Officer
Asmar Mobile
06.2016 - 05.2019
- Coordinated product development process from concept ideation through launch execution harnessing user feedback and research insights.
- Provided training and mentorship to junior team members, fostering a culture of continuous improvement and high performance.
- Developed targeted marketing campaigns that effectively communicated brand value, driving consumer engagement and loyalty.
- Implemented innovative promotional tactics that captured consumer attention, resulting in increased market share over competitors.
- Oversaw budget allocation for marketing campaigns, ensuring optimal resource utilization for maximum impact on sales targets.
- Built strong relationships with clients through exceptional customer service, leading to increased repeat business.
Electronics Sales Representative
Fadi Takrori Stores
04.2013 - 05.2016
- Streamlined sales process by maintaining up-to-date records of customer interactions in company database.
- Assisted in inventory management, ensuring adequate stock levels to minimize lost sales opportunities.
- Boosted customer satisfaction by providing knowledgeable product recommendations and personalized assistance.
- Conducted product demonstrations to showcase features and benefits, increasing customer interest and sales conversions.
Education
High Diploma - Civil Engineering
Al Khawarizmi International College
Amman, Jordan 04.2001 -
Skills
Customer Service
Active Listening
Product Knowledge
Call Management
Complaint resolution
Problem-solving abilities
Microsoft Excel
Computer Proficiency
Account updating
Customer Relationship Management (CRM)
Technical Support
Product and service solutions
Microsoft PowerPoint
Sales expertise
Product Sales
Account Management
Dispute Resolution
Sales closing
CRM Software
Staff education and training
Languages
Arabic
Bilingual or Proficient (C2)
English
Upper intermediate (B2)
Interests
Volunteering and community involvment
Blogging
Sports
Listening to music
Learning languages
Photography
Travelling
Reading
Podcasting
Timeline
Customer Service Representative - Premium Segment
Dubai Islamic Bank
08.2023 - Current
Sales Promoter
LG Electronics -Dubai- United Arab Emirates
06.2022 - 07.2023
Team Leader
British American Tobacco
08.2020 - 03.2021
Sales and Marketing Officer
Asmar Mobile
06.2016 - 05.2019
Electronics Sales Representative
Fadi Takrori Stores
04.2013 - 05.2016
High Diploma - Civil Engineering
Al Khawarizmi International College
04.2001 -
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