Customer Service Call Center
Resume:
Mahmoud Ayoub
****.*****@*****.***
Edmonton, Alberta, T6H 2X4
PROFESSIONAL SUMMARY
•I possess 9 years of experience in providing exceptional patient service, coupled with 3 years of customer service experience in Canada.
•Demonstrated proficiency in scheduling, with 5 years of dedicated experience.
•Committed to completing a comprehensive 6-week training course.
•Proficient in Microsoft Outlook, Word, and Excel, with a strong understanding of their operation.
•Known for being a quick learner with an exceptional ability to memorize details.
•Proven track record of successfully leading projects related to Information systems and customer services.
•Highly motivated individual with excellent customer service and interpersonal skills.
•Possess exceptional listening skills, patience, and the ability to diplomatically address objections or concerns.
•Developed sales skills during 8 years of experience in an inbound call center.
•Strong focus on quality, market knowledge, and documentation skills.
•Thrive in fast-paced environments and possess excellent verbal communication skills.
•Confidence in effectively dealing with a variety of people and situations.
•Adaptability to stay updated with technological developments and embrace new policies.
•Capable of working both independently and as part of a team, thriving under pressure with a strong work ethic.
•Proficient in planning and organizing workloads to meet deadlines.
•Attentive to detail, ensuring the accurate processing of information.
WORK EXPERIENCE
Client Solutions Administrator May 2020 - Present
MTE Logistics Edmonton, AB • Edmonton
•Using the SAP application to gather and print information.
•Creating and submitting daily reports to higher management using Excel, MS Teams, etc.
•Controlling gate operations and assigning locations according to shipments.
•Generating all necessary paperwork for sending and receiving shipments.
•Managing goods and creating new shipments using the company’s article numbers.
•Receiving and processing customer service requests, providing required information.
•Answering and scheduling customer requests. Analyzing information to solve problems and finding suitable solutions. Dealing with complexity and searching for appropriate solutions.
•Being deadline-oriented and completing tasks within specified time frames.
•Efficiently managing time and multitasking.
•Resolving problems and escalating them to the next supervisory level.
•Implementing process improvements to enhance the work environment.
•Communicating with customers through emails and phone calls.
•Utilizing manual processes in case of system failure.
•Creating all necessary paperwork for outbound and inbound shipments.
•Establishing schedules and coordinating pallet services with relevant companies.
•Maintaining contact with the yard supervisor to stay updated on warehouse and trailer movements.
•Searching for article numbers related to inbound and outbound empties.
Operation Admin May 2019 - May 2020
FedEx Ground • Edmonton
•Serves as frontline customer service to receive, solve and/or escalate customer inquiries and issues.
•Answering customers’ incoming phone calls & emails.
•Processing customer quotes and sales orders.
•Assisting customers to receive an alternative location to pick up the shipment in case of home unavailability.
•Provides clerical support to various management and operational functions like photocopying, filing, faxing, emailing, and answering telephone.
•Exhibit a powerful understanding of all security methodology and guidelines.
•Follow up on all shipments and call customers to update package status.
•Successfully speak with the client by telephone, email, or face to face to give a positive goal to solicitations, complaints, or concerns.
•Reviews, and research for entering data in various systems to support respective functional area.
•Solve all stuck shipments with the recipient or shipper to make successful delivery or return to the shipper.
Patient Service Supervisor, Sep 2010 - May 2019
Midiclinc • Al AIn, United Arab Emirates
•Outstanding Customer Service: You consistently deliver exceptional customer service to valued clients, ensuring their needs are met and helping and support.
•Support for Complex Procedures, Practices, and Initiatives: You possess the skills and knowledge to support and handle complex procedures, practices, and initiatives within your department, contributing to the overall success of the organization.
•Patient Scheduling and Call Evaluation: You efficiently manage patient scheduling for appointments and evaluate customer calls, ensuring effective communication and a positive experience for patients.
•Health Information System: You work proficiently in a health information system, likely managing and maintaining patient records while adhering to data privacy and security protocols.
•Operational Planning and Staff Awareness: You have developed an operational plan for the customer services department, which includes raising staff awareness about procedures, practices, and initiatives. This contributes to improved efficiency and service quality.
•Staff Scheduling: You create staff schedules, ensuring proper coverage and optimal allocation of resources within the department.
•Training and Orientation: You could provide training and orientation to new staff members, helping them acclimate to their roles and responsibilities.
•Data Analysis and Reporting: You provide managers with accurate data for payroll and scheduling reports, demonstrating your analytical skills and attention to detail.
•Information Provision: You provide customers, visitors, and staff with comprehensive information about all services offered at the hospital, helping them navigate and utilize available resources.
EDUCATION
IT & Management
Computer Information system 2 years in Concordia University
SKILLS
•CCNA “Cisco Certified Network Associate”.
•Intel Teach Certificate.
•IC3 Internet and Computing Core Certification.
•CTP (Certified Training Professional).
•ICDL International Computer Driving licenses.
•BLS basic life support
•Class 5 driving license
Contact this candidate