Management Specialist Customer Experience

Karim Atef Hamed Ali Mahmoud

Address** ****** **-******* ******,Misr El-Gdida, Cairo

Home Phone: 02-21842137

Mobile: 010********

Email Address: ************@*****.***

Objectives:

Seeking full time employment in large, diverse and international business that reflects my knowledge and enriches me with experience. I believe in a quote that says: “The only person you should try to be better then, is the person you were yesterday” Education:

Bachelor of Commerce, faculty of commerce-Arabic section, Ain shams university, accounting department, 2013 (Grade: Good 73%)

Eltabary secondary school, 2009, 84%

Work Experience:

Global Learning and Development specialist, SWVL (Jan 2022 – present):

Roles:

Giving training for new agents.

Support new agents on live chats.

Making analysis for the whole performance.

Monitor tickets to match with quality standards.

Develop the app with new ideas.

Setting meeting globally to discuss the common issues.

Global Crisis Management specialist, SWVL (April 2022 – present) Roles:

Handling the severe cases with the customers globally

Reporting the severe cases globally to the management

Sending mails about the severe cases globally to highlight the incidents and to save customer experience

Making a new process for the captain’s and customer’s complaints

Senior Crisis Management specialist, SWVL (Jan 2021 – April 2022) Roles:

Web and chat support on the severe cases with customers

Sending mails for the most severe cases for saving customer experience

Resolving Tickets for customers with their inquiries

Making investigation with customers and captains

Achieving Target in Csat & productivity

Supporting any new comer agent with any inquiry

Making Excel sheets for necessary situations

Making Analyses and monitoring for Quality and Csat

Ability to lead the shift as a delegate

Senior Community support specialist, SWVL ( July 2019 – Jan 2021) Roles:

Web and chat support with the customers’ inquiries

Resolving Tickets for customers with their inquiries

Making investigation with customers and captains

Achieving quality process

Achieving Target in Csat & productivity

Supporting any new comer agent with any inquiry

Making Excel sheet for necessary situations

Making Analysis and monitor for Quality and Csat

Ability to lead the shift as a delegate

Back office agent, Ecco, U-Tech (Aug. 2017 - July 2019) Roles:

Resolving Tickets for the customer

Achieving quality process

Achieving Target in FCR & Csat & AHT

Supporting agents with any valid ticket

Technical support agent, RAYA, Etisalat Emirates Project (May. 2015 - Aug.2017)

Roles:

Supporting Customers’ Inquiries about different technical issues

Handling customers

Supporting customers with general info about internet

Achieving target in AHT

Ability to collect the amounts

Trainee, Alex Bank, (July 2012)

Roles:

Learning about company operations including company contracts, suppliers & customers.

Open investment certificates

Audit of loans to customers

Method of payment of installments

Troubleshoot credit card problems

Language Skills:

Fluent command of English both spoken and written.

Attended level 12 General English course at AUC.

Handling foreign customers as a technical support agent

Arabic is the mother tongue

Computer Skills:

Good user of Microsoft Windows and office.

Attended Excel Advanced course, Grade (excellent). Other Courses and activities:

Banking Training certificate from Egyptian Banking Institute (EBI).

Programming Courses ICDL from Vision Academy

Peach Tree from Ain Shams University

Marketing course from Ain Shams University

Personal Information:

Nationality: Egyptian

Date of Birth: 11 / 1 / 1993

Marital Status: Single

Military services: Exempted

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