Ahmed Abd El Hakeem
United Arab Emirates
Summary
Results-driven Customer Care Supervisor with proven expertise in team leadership, performance management, coaching, and handling escalated customer issues. Skilled in CRM systems, Microsoft Office Suite, Excel (including data analysis), and Power BI. Strong in customer complaint resolution, service quality assurance, operational efficiency, reporting, and documentation. Committed to delivering exceptional customer experiences while optimizing team productivity and workflow processes.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work history
Customer care officer
e& UAE
, UAE
02.2025 - Current
- Supervised and guided team members to achieve operational targets and enhance overall team performance.
- Monitored team KPIs such as productivity, quality, and customer satisfaction to maintain service excellence.
- Conducted coaching and training sessions to enhance advisors’ skills and performance.
- Managed daily operations and workflow to ensure smooth service delivery and efficiency.
- Handled escalations and complex customer issues to ensure timely resolution.
- Collaborated with cross-functional teams to streamline processes and enhance customer experience.
- Analyzed performance reports and implemented action plans to drive continuous improvement.
- Supported management in achieving operational goals and maintaining service standards.
Senior customer care representative
e& UAE
, UAE
06.2023 - 01.2025
- Handled high-priority customer inquiries related to billing, service plans, roaming, and account management.
- Provided dedicated support to VIP, VVIP, and Emirati customers, ensuring personalised service and maintaining confidentiality.
- Resolved complex complaints and service issues while maintaining exceptional customer satisfaction.
- Coordinated with technical, billing, and back-office teams for swift resolution of escalated cases, enhancing customer experience.
- Guided telecom products, premium packages, and exclusive offers suitable for high-value customers.
- Maintained detailed documentation of customer interactions in CRM systems to ensure accurate follow-up and service continuity.
- Built strong relationships with high-value clients through professionalism, empathy, and proactive support
Customer care representative
e& UAE
, Egypt
05.2022 - 05.2023
- Handled customer inquiries related to telecom services, billing, and account management.
- Provided information about service plans, offers, and promotions.
- Assisted customers in resolving basic technical and connectivity issues.
- Escalated complex cases to the relevant departments.
- Documented customer interactions and updates in CRM systems.
- Maintained professionalism and empathy while dealing with customer concerns.
- Ensured service quality standards and customer satisfaction were consistently met.
Assistant import manager
El Nesma company
, Egypt
01.2021 - 04.2022
- Supported Import Manager in optimising import operations and scheduling shipments.
- Coordinated with suppliers, freight forwarders, and customs brokers.
- Facilitated communication and coordination among suppliers, freight forwarders, and customs brokers.
- Assisted the Import Manager in managing import operations and shipment schedules.
- Organised and maintained accurate records of import transactions and documentation.
- Supported communication between internal departments and external partners.
Education
Bachelor's degree - Chinese Language
Ain Shams University
Egypt 09.2017 - 06.2021
Skills
- Customer Service Management
- Customer Complaint Resolution
- Team Leadership & Supervision
- Escalation Handling
- Coaching & Mentoring Junior Agents
- Performance Monitoring & Quality Assurance
- Communication & Negotiation Skills
- Problem Solving & Decision Making
- CRM Systems Handling
- Multitasking & Time Management
- Microsoft Office (Word, Excel, PowerPoint)
- Reporting & Documentation
- Power BI
- Excel (Data Entry, Basic Formulas, Data Organization)
- PowerPoint
Timeline
Customer care officer
e& UAE
02.2025 - Current
Senior customer care representative
e& UAE
06.2023 - 01.2025
Customer care representative
e& UAE
05.2022 - 05.2023
Assistant import manager
El Nesma company
01.2021 - 04.2022
Bachelor's degree - Chinese Language
Ain Shams University
09.2017 - 06.2021