Rawhi Zaghloul
Senior Retail Outlet Executive
Dubai
Summary
Dedicated customer service professional with 3 years experience seeking an opportunity in a team-orientated company. Adept at handling a wide range of contact methods while accurately documenting customer issues and providing first class service with every interaction.
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals.
Overview
11
11
years of professional experience
4
4
Certifications
2
2
Languages
Work History
Senior Retail Outlet Executive
Aramex
Dubai
2022.10 - Current
- Developed strong communication and organizational skills through working on group projects.
- Excellent communication skills, both verbal and written.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend and holiday shifts.
- Cultivated interpersonal skills by building positive relationships with others.
- Delivered services to customer locations within specific timeframes.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
B2B Customer Success Specialist - Longtail Segment
Employee
Aramex, Amman
2021.08 - Current
- Answer customers calls, emails, and cases and classifying their requests/needs to proper categories.
- Interact with customers daily requests and meet their needs
- Resolve customer escalations by investigating root cause and set up preventive actions.
- Work with Account Managers and different departments to grow and retain accounts.
- Preparing reports related to customer bulk shipments.
Customer Operations Executive - Service Recovery
Employee
Aramex, Amman
2019.12 - 2021.07
- Follow up with customers till case/issue is resolved.
- Handling complaints and unsatisfied customers.
- Follow-up on cases that came from customers through different contact center channels.
Acting Team Leader - Service Recovery
Employee
Aramex, Amman
2021.03 - 2021.05
- Prepare and write different types of reports related to team performance and tasks.
- Manage team shifts and working hours, and monitor agents daily performance.
- Assigning tasks to team members. Dealing with and resolving problems and issues which arise.
Cash Account Holder - Service Recovery
Employee
Aramex, Amman
2020.09 - 2021.03
- Dealing with cash shipments (Domestic, Express).
- To prepare and manage export, import, collections, shipments and follow up with insurance company for any insure shipments.
- Following with financial and accounting teams to issue invoices on system, and compensation request.
Contact Center Agent
Employee
Aramex, Amman
2019.10 - 2019.12
- Track customer shipments and answering customer questions about their shipment's last updates.
- Answering customer questions and queries about Aramex different services.
- Arranging deliveries and pick-up for customer.
Lead Technical Support Analyst
Employee
OVo Gaming Network, Amman
2012.08 - 2019.12
- Solving problems in network area.
- Solve Hardware and Software ( desktop pc & laptop).
- Maintenance pc input & output.
- Displays maintenance and change pieces of cables inside networks.
- Knowledge in working with system.
Education
Bachelor's Degree - Computer Science
AlZaytoonah University of Jordan
Amman 2015.03 - 2019.07
Skills
Self Learning
Self Motivated
Team Player
Leadership Skills
Computer Skills
Microsoft Word
MS Excel skills
Reports Writing Skills
Multi-Tasks Skills
Work Under Pressure
Certification
Dangerous Goods - Aramex
Timeline
Senior Retail Outlet Executive
Aramex
2022.10 - Current
Aramex Global Anti-Bribery Compliance -Aramex
2021-10
Customer Centricity - Aramex
2021-09
B2B Customer Success Specialist - Longtail Segment
Employee
2021.08 - Current
Acting Team Leader - Service Recovery
Employee
2021.03 - 2021.05
Dangerous Goods - Aramex
2021-01
Cash Account Holder - Service Recovery
Employee
2020.09 - 2021.03
Customer Operations Executive - Service Recovery
Employee
2019.12 - 2021.07
Contact Center Agent
Employee
2019.10 - 2019.12
Bachelor's Degree - Computer Science
AlZaytoonah University of Jordan
2015.03 - 2019.07
Lead Technical Support Analyst
Employee
2012.08 - 2019.12
CISCO CERTIFIED NETWORK ASSOCIATED (CCNA)
2012-01