Customer Care Resolution Specialist

Name: Ingy Khaled Ahmed El Gendy

E-mail:****.*******@*******.***

Mobile:+201*********

Address:D2 Green Residents 1 compound, 7th district. Sheikh Zayed city. Giza, Egypt Objective:

Seeking a challenging position in a reputable organization to be an active participant in its success, where my interpersonal skills can be enhanced & fully utilized. Education:

Bachelor Degree of Tourism, Faculty of Tourism and Hotels Management, Helwan University, Egypt.

Department:Tourism studies - English Department.

Date of Graduation:June 2015.

Grade:Very Good

Details:

● Tourism and Travel Agencies Management.

● Ticketing & Aviation.

● Tourism Marketing.

● Sales Promotion & Advertising Skills.

High school, El Nasr Girls College, Alexandria, Egypt.

(From Kindergarten till Secondary School 1st grade), June 2009.

High School, Future Language School, Cairo, Egypt.

(Secondary School), June 2011.

Experience:

Restaurant partnership representative at Uber Center of Excellence “ March 2019 till present “

● Leveraging prospecting skills and relationships to build partnerships with Egypt, UAE, KSA & RSA’s best restaurants interested in Uber Eats .

● Managing contract negotiations aimed at establishing the foundation of a strong working relationship with Uber’s restaurants partners, including sustainable economics for both parties .

Home broadband advanced technical care specialist “ Nov 2018 till March 2019”

● Handle trouble tickets with support interventions for urgent issues.

● Provide suggestions regarding increasing technical support productivity.

● Implement streamline resolutions process which proactively addressed customer issues.

● Maintain weekly reports to the upper management with customers common technical issues.

● Recommend a permanent solution to customers severe complaints.

Technical home broadband Resolution specialist at Vodafone (United Kingdom account)

“Feb 2018-Nov 2018”

● Provide operational management and support to ensure efficient and timely resolution of technical support issues.

● Investigate and resolve customers concerns and report unresolved issues to upper management.

● Respond to customers technical inquiries through phone, SMS and e-mail.

Customer care specialist at Vodafone international services (United Kingdom account) “Feb 2017-Feb 2018”

● Able to demonstrate high customer services.

● Capable of following procedures and systematic process.

● Handle complaints provide appropriate solution and alternatives within the time limits

● Perform market research surveys on customer needs and requirements as well as information on new products.

● Identify and assess customers needs to achieve satisfaction.

Customer Care & Quality assurance Representative at Kidzania Cairo, “June 2016 – February 2017”

● Handle & Resolve customers complaints.

● Respond and follow up to customers inquiries.

● Provide feedback on the efficiency of the CS process.

● Auditing to guarantee the provided quality.

● Investigating and setting standards for quality, health and safety.

● In addition to any extra responsibilities assigned by Management team.

Employee of the month: August 2016

Shift leader : since August 2016

Attend soft skills mini sessions in Kidzania Cairo Trainings & Internships:

Build Capability Training program in “Kidzania Cairo”, November 2016 :

“Positive Attitude,Team spirit & cooperation, Business Ethics, Communication skills, Time Management, Stress Management, Presentation skills”

Basics of “Preparing radio programs, voice-over and doublage, Auto Engineering and Montage” workshop in Nineties FM Radio. Summer 2016.

Computer and Language Skills:

● Excellent Command of written & spoken English.

● Fair Command of written & spoken French.

● Excellent knowledge of Microsoft Office Applications: Word, Excel, PowerPoint, Outlook, and Access.

● Excellent Internet Research Skills.

Personal Skills:

● Adapt to Dynamic Environment.

● Fast learning abilities.

● Cooperative.

● Open minded with a great sense of team work.

● Good in handling problems.

● Ability to work under pressure and difficult circumstances. Hobbies & Interests:

● Book writing.

● Reading.

● Singing, narrating and social activities.

Personal Data:

● Place of Birth: Alexandria, Egypt.

● Location of Residence: Giza, Egypt.

● Date of Birth: 15/08/1992.

● Nationality: Egyptian.

References are furnished upon request

Contact this candidate