Mohamed Hossni Refaei Hussein

adhlx1@r.postjobfree.com

050*******

Date of Birth: 23/6/1985 Status: Married

Visa Status: Free zone Address: Barsha, Dubai

Nationality: Egyptian

Career Summary:

Life is changing all the time, and nothing fixed so the one who has a good plan can find always the right way so I'm trying to reach my career targets and I know that some of the problematic situations might be happening but in the end I will gain that's why I chose customer service field as of my career and I have more than 5 years’ experience in customer service field that made me more patient, good planner and added to me a lot of management skills.

Experience History:

MyHd Media - Customer service Executive Jan 2015 : Mar 2020– Dubai UAE.

Responsibilities:

Making outbound retention calls to current customers to get the minimum monthly target 70%, receiving inbound calls regarding product inquiries and troubleshooting, make welcome calls for the new customers.

Participating in business development by providing the feedback and suggestions according to the market situation.

Achieving monthly KPI according to the business needs and following the company process.

Handle a range of queries related to App use, order creation, pricing, order delivery and customer feedback and complaints.

Provide high-quality frontline customer experience and project a professional company image by providing accurate and timely support through live chat, email and phone call.

Resolve enquires within specified SLAs, escalating where appropriate and partnering with other departments to ensure an excellent end-to-end experience.

Take ownership of customer experience by understanding customer’s perspective & provide efficient issue resolution.

Guiding customers on products and services, ensuring customers are aware of latest information and encouraging customer to use mobile application to its optimum best.

Accurately record details of customer interactions on provided tools and software.

To provide support to product design team from time to time, for testing of upgrades or new products.

Xeed (BPO)Tedata - Technical Support June 2012 : Nov2014 Cairo –Egypt. Responsibilities:

Apply ADSL service presentation and installation, handle all inquiries.

Escalate general/repeated complaints and offer 1st call solutions.

Communicate/escalate to other departments in order to solve technical complains.

Handle technical problems that appear to the customer in their ADSL connections.

Handle technical problems and help the customer with the proper solution.

Help the customer for the configuration and set up whether hardware or software.

Support customers if they have problems with internal network connections.

Provide the updates and briefing info for all the agents as a senior agent later on.

Vodafone – CSR Nov2010 : March2012 - Cairo – Egypt.

Responsibilities:

Resolving calls efficiently and effectively.

Help the customer for all inquires issues such as balance dispute, mobile internet service for post-paid, prepaid, corporate.

Communicate positively with all involved parties in order to facilitate the customer's reception of the expected distinguished service.

Identifying and assessing customers’ needs to achieve satisfaction.

Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

Communicate positively with all involved parties in order to facilitate the customer's reception of the expected distinguished service.

Education & Courses:

Banha university - Egypt - Bachelor of Commerce: Accounting -May – 2010.

Marketing Diploma [SN: 250********].Jun 2010 & E-marketing Course (online).

Customer service Diploma (Online).

Computer Training Certificate ICDL [SN: EGY000239433].

Skills:

Computer Skills: Word, Excel, PowerPoint, Outlook, Internet & Data entry, Mails handling, Windows.

Languages Skills: Very good in Arabic and English (Writing – reading – speaking) – French (Beginner).

Personal Skills: Flexibility, Positive thinking, Patient.

Call center and Customer service-oriented skills, Planning Skills, teamwork.

Oral and written communication with good listening skills.

Ability to multi-task, Call controlling.

Customer-oriented and friendly with a supportive presence on chat & phone.

Ability to work with customers and colleagues in a fast-paced environment.

Ability to stay calm under pressure

Ability to adhere to discipline and time management

UAE driving license available.

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