WALEED H. SHOUKRY
Pasig city, Rosario / Tel: 091********
I believe that I can use all my skills & my long years of experiences to challenge my self in achieving a very successful career in the BPO industry by being a very active and sufficient team member in any company I join, which eventually will contribute in the development & growth of the firm. And by being fluent in 2 languages “English/Arabic “ with more than 2 years of experience in a call center, I believe that I can provide your customers with an excellent customer services with a guaranteed 100%+ satisfaction rates.
One contact center (Philippines)
Bilingual CSR (email / chat support) Arabic-English July 2017 till January 2020
Answering tickets / chats in the Arabic queue with a daily target of a 100 tickets/emails.
Moderating & answering customers on our client’s social media accounts.
Answering tickets in English / other foreign languages “using google translate” if no Arabic tickets.
Maintaining a high customer satisfaction rates above 95%.
Keeping our response time within 4 to 6 hours.
Making sure to solve the ticket with a minimum replies from the customer.
Having a clean record “no absence,no late,no NTE,no violations within 1 year of service till now”.
Toyota Kuwait (AL-SAYER GROUP)
Sales associate 2001 to 2015
opening & closing of rental agreements manually & using the auto management operating system.
following up payments collections from running contracts customers.
following up servicing of the fleet cars.
replacing vehicles for customers in case of accidents according to insurance company's policies.
making sure that all the available vehicles are clean & tidy and ready for rent.
attracting new customers by various means ... Through telemarketing or by sending quotations through e-mail or through the fax or by distributing leaflets.
filing all documents properly like all the rental agreements,invoices,receipts,delivery notes,quotations etc.
following up with the legal department in the company in case of default payments.
Co ordinating with my team members from drivers,car washers,service advisors,garage members,and insurance agents to make sure that work flow is going smoothly.
Atlantis information co.
Executives secretary 2000 to 2001
all secretarial work as handling of typing letters,faxes etc.
organizing appointments and meetings.
translating incoming and outgoing letters and e mails.
organizing of phone calls incoming and outgoing.
using the search engines in researches and analyzing the output data.
Sultan sons real estate co.
Maintenance supervisor 1994 to 2000
taking care of maintenance in all the residential & commercial compounds of our company.
receiving complaints from our tenants regarding air conditioning,plumping,electrical problems,and even carpenting issues.
following up with the a/c co. In case of any a/c problem from any of our tenants and making sure that is solved.
in case of receiving any complaint regarding plumping or electrical or carpenting I have to make sure that my team of technicians is taking care of the problem and to buy any materials they need as valves,pipes,wires,wood,hinges etc.
collecting rents from our tenants and following up in any delay cases.
making sure that our cleaning team members are doing their job properly by keeping all the compounds clean and tidy.
making sure that all our gardens are well taking care of with our gardeners.
following up the redecorating of any vacant flat or shop by renewing the interior decoration of the flat or the shop.
any cable channels problems to be followed up with the cable company.
organizing get together parties for our new tenants.
to be the connecting link between the owner and the tenants.
getting quotations from companies in case we need to buy any materials to get the best and the lowest prices.
Completed a 4 years course in business administration from the faculty of commerce in the university of Alexandria.
AWARDS AND ACKNOWLEDGEMENTS
Achieved a customer satisfaction rates above 90% & 95+% several times along the 14 years of service in Toyota company.
Got the long years of service certificate “10 years plus” from Toyota.
Achieved the highest sales award for 5 years in the row in Toyota.
Became the employee of the month several times in Sultan sons co.
Can answer a 100 plus ticket daily with a customer satisfaction rates above 98%.
Visa status : Holding a TRV valid till May 2021 .