Saif Osama
Senior Customer Support Representative
Ajman
Summary
Enthusiastic Senior Customer Service Representative with more than 4 years of customer service experience adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.
Overview
2
2
Languages
3
3
Certifications
5
5
years of post-secondary education
4
4
years of professional experience
Work History
Senior Customer Support Representative
Etisalat
, Ajman
12.2020 - Current
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Educated customers on promotions to enhance sales.
Safety Urgent Investigator
Uber
Cairo
10.2018 - 11.2020
- Conducted thorough investigations into safety-related urgent cases and suspicious reported activities to help resolving critical reports.
- Gathered facts from multiple resources of suspects, witnesses and complainants.
- Handled and investigated over 1000 safety reports and eliminated immediate risks.
- Documented findings and prepared detailed reports.
- Participated in company-wide projects:
- Champion at the Iceberg/Remote Shadowing project for connecting the company's departments through remote shadowing.
- Launched the peer-audit program for pre-auditing colleague's cases before quality auditors.
- Mentoring the new joiners.
Reservations Specialist
Campbell Outsourcing
Cairo
01.2016 - 01.2018
- Arranged for group hotel bookings in for expos and conventions across the US.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Assisted customers with making reservations and entered reservation details into computer system.
- Coordinated bookings for up to 30 rooms.
- Answered approximately 250 phone calls and emails regarding customers inquires, concerns and complaints per day.
- Converted inbound calls into sales 80% of time.
Education
BBA - Accounting
Cairo University
Giza 09.2013 - 06.2018
Skills
HTML
undefinedCertification
Programming for Everybody (Getting Started with Python) - University of Michigan
Timeline
Programming for Everybody (Getting Started with Python) - University of Michigan
01-2021
Senior Customer Support Representative
Etisalat
12.2020 - Current
Improving Your Thinking - Linkedin
08-2020
Mastering Self-Motivation - Linkedin
08-2020
Safety Urgent Investigator
Uber
10.2018 - 11.2020
Reservations Specialist
Campbell Outsourcing
01.2016 - 01.2018
BBA - Accounting
Cairo University
09.2013 - 06.2018
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