Summary
Overview
Work History
Education
Skills
Personal Information
Languages
Software
Timeline
Bilal Khaled

Bilal Khaled

Summary

Dedicated and customer-focused representative with over 3 years of experience in providing exceptional service and driving sales in fast-paced environments. Proven ability to build strong customer relationships, resolve issues efficiently, and consistently exceed sales targets through personalized solutions and effective cross-selling. Adept at managing multi-channel communication (phone, email, chat) while utilizing CRM and sales software to track interactions and close deals. Highly motivated, results-oriented, and committed to delivering a seamless customer experience that drives loyalty and revenue growth.

Overview

3
3
years of professional experience

Work History

Customer Service Representative

Sutherland
11.2022 - 12.2024
  • Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
  • Delivered exceptional customer service to a daily average of 50+ inbound and outbound calls, emails, and live chats, resulting in a 98% customer satisfaction rating.
  • Utilized strong communication skills to explain complex technical information clearly and efficiently, leading to a 20% reduction in ticket resolution time.
  • Achieved high-quality service by adhering to company policies and procedures during each interaction.
  • Resolved customer complaints with a focus on empathy and effective problem-solving, achieving a first-contact resolution rate of 85%.
  • Managed customer data and interactions using Zendesk and Salesforce, consistently meeting SLAs and reducing response times by 30%.
  • Drove sales by 20% through personalized product recommendations, addressing customer pain points, and cross-selling relevant services
  • Led training sessions for new hires on best practices for upselling, objection handling, and maintaining a customer-first approach, boosting team performance by 18%.

Accounts Payable Accountant

Osama El Tayeby Pharmacies
03.2022 - 10.2022
  • Processed high-volume invoices (e.g., 500+ monthly), ensuring accuracy in coding, approvals, and timely payments, reducing late fees by 15%.
  • Reconciled vendor statements and resolved discrepancies, leading to improved relationships and a 98% accuracy rate in payment processing.
  • Managed weekly payment runs, including ACH, wire transfers, and check payments, while maintaining compliance with internal controls and audit requirements.
  • Assisted in month-end closing activities, including preparing accruals, account reconciliations, and supporting financial reporting, contributing to a 25% reduction in closing time

General Accountant

Befoods (Hawawshi Pasha)
12.2021 - 03.2022
  • Managed daily bookkeeping and reconciliations for all restaurant revenue streams, including POS transactions, cash, and credit card payments, ensuring 100% accuracy.
  • Processed payroll and tracked employee hours, tips, and benefits using accounting software like QuickBooks and ADP, ensuring compliance with labor laws.
  • Oversaw accounts payable and receivable, managing vendor relationships, scheduling timely payments, and reducing outstanding balances by 20%.

Education

Bachelor of Accountancy - Accounting And Business Management

Faculty of Business, Alexandria, Egypt
10.2021

Skills

  • Active Listening
  • Problem-Solving
  • Communication Skills
  • Multitasking
  • Product Knowledge
  • Customer Relationship Management
  • Resilience
  • Call Center Software
  • Scripting & Call Flow
  • POS Systems
  • Goal-Oriented

Personal Information

Date of Birth: 07/23/1997

Languages

Arabic
Native language
English
Advanced
C1

Software

SalesForce

Zendesk

Five9

VMware

Microsoft Excel

Timeline

Customer Service Representative - Sutherland
11.2022 - 12.2024
Accounts Payable Accountant - Osama El Tayeby Pharmacies
03.2022 - 10.2022
General Accountant - Befoods (Hawawshi Pasha)
12.2021 - 03.2022
Faculty of Business - Bachelor of Accountancy, Accounting And Business Management

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Bilal Khaled