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Tel. 091********

Waleed H. Shoukry.

Makati city, Phillippines

Date of birth : 27/08/1973

Education: Bachelor’s degree in business administration, the year of 1994, 4 years course, from the university of Alexandria, Egypt. OBJECTIVE

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.

EXPERIENCE

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.

EDUCATION

Bachelors degree

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

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