ZEYAD MORSY
Dubai
Summary
Customer Service Representative with strong experience in client support, sales, and relationship management. Skilled at resolving issues with empathy while driving revenue through effective upselling and cross-selling. Proven track record of exceeding service targets and boosting customer satisfaction.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Teleperformance
05.2024 - 09.2025
- Assisted Booking.com customers with hotel, flight, and travel reservations, ensuring accuracy and a seamless booking experience.
- Handled an average of 60–80 inbound calls and chats daily, maintaining a CSAT score of approximately 90–95%.
- Resolved complex issues such as cancellations, modifications, and refunds, achieving a first-contact resolution rate of approximately 85%.
- Supported customers during urgent travel disruptions, reducing escalations by approximately 20%.
- Upsold and cross-sold upgrades, insurance, and add-ons.
- Resolved complex issues related to cancellations, modifications, refunds, and payment disputes.
- Upsold and cross-sold additional services such as upgrades, travel insurance, and partner offers, contributing to revenue growth.
- Maintained accurate records of customer interactions in the CRM system, supporting efficient follow-up and case management.
- Stepped in as Acting Team Lead to support management during peak periods, assisting with escalations, and ensuring SLA compliance.
Customer Operations Representative
Alexandria Company for Cleaning
05.2015 - 05.2024
- Supported Operations managers in the daily transactions in terms of managing clients, handling invoices, floor management, etc.
- Streamlined daily operations by supporting operations managers in client relations, invoice processing, and floor coordination, contributing to a 10% to 20% reduction in transaction errors and smoother business flow.
- Delivered exceptional client service by answering up to 50+ daily calls, accurately processing orders, and resolving complaints.
- Improved financial accuracy by assisting with daily reconciliation of transactions ensuring 100% compliance with reporting deadlines.
- Advised senior leadership on corrective actions and operational improvements, leading to shorter resolution times and improved cross-department collaboration.
- Answered clients calls and took their orders, also handled their complaints.
- Monitored and reviewed operational performance, aiding improved business strategy to maximize productivity.
Education
Bachelor of Science - Information Systems
Higher Institute for Computer & Information System
09.2022
Higher General Education - undefined
Victory College
05.2018
Skills
- Customer Service Excellence
- CRM
- Problem Solving & Conflict Resolution
- Sales
- Upselling
- Cross-selling
- Time Management
- Multitasking
LANGUAGES
ARABIC Native
ENGLISH Proficient
Timeline
Customer Service Representative
Teleperformance
05.2024 - 09.2025
Customer Operations Representative
Alexandria Company for Cleaning
05.2015 - 05.2024
Higher General Education - undefined
Victory College
Bachelor of Science - Information Systems
Higher Institute for Computer & Information System