Rami Abdelrahim

• Developed customer service policies and procedures to meet and exceed industry service standards.
• Tracked customer service cases and updated service software with customer information.
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
• Processed customer service orders promptly to increase customer satisfaction.
• Implemented and developed customer service training processes.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Responded to customer requests for products, services, and company information.

Receiving calls and providing accurate information.

Updating all incident in SMS system.

Response to emails and customer inquiries.

• Developed customer service policies and procedures to meet and exceed industry service standards.
• Processed customer service orders promptly to increase customer satisfaction.
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
• Tracked customer service cases and updated service software with customer information.

Management and resolve customer complaints

Research required information using available resources

Document all calls information accordingly to standard operation procedures.

Route calls to appropriate resources

Receiving calls and escalating them appropriately

Providing exceptional service resulting in positive customer experience

Daily, Weekly, Monthly and Yearly reports