Abdelrahman Said
Giza,GZ
Overview
5
5
years of professional experience
7
7
years of post-secondary education
Work History
DHL, Customer Care and Service Desk Advisor
Customer Service Rep
03.2024 - Current
- Managed customer complaints and followed up with the concerned team to resolve issues.
- Ensured issues were resolved and did not recur, keeping customers updated daily.
- Maintained a high level of customer satisfaction.
- Compensated customers for any issues with their shipments.
- Arranged with customers for export shipments and followed import shipments until collection.
Senior Customer Service Specialist (Auditing)
Aramex international
09.2019 - 03.2021
- Responsible for supervising staff, assigning tasks, and reporting to superiors, as well as solving customer inquiries and problems and improving strategies and procedures
- Give accurate direction and support to team leaders to facilitate successful completion of organization's targets and performance goals
- Carefully identify problems that might arise from operations with the use of ethical procedures and professional judgment
- Review customer service agent performance and convert it into numbers to get there KPIs
- Set meetings day by day to enhance the gaps for customer service KPI
- Set stand up meeting to tell the agents the new updates and what is the news for today
- Assists Supervisors and Managers with coaching, and helps develop new agents or low performers
- Analyze statistics and provide management team with KPI's that will assist with efficiency, scheduling, etc
- Tracks call related information of each call received for auditing and reporting purposes
- Exceed productivity standards; such as overall accuracy; maintaining Service Level of Agreement; backlog management of departmental and individual markets and maintaining daily statistic.
Senior Customer Service Representative
Customer Service Department
03.2021 - 03.2024
- Handled a high volume of customer inquiries and complaints.
- Managed accounts with different segmentation between B2B and B2C.
- Supervised the personal delivery unit (PDU) and managed accounts such as FBA Bank, Audi Bank, and AXA Insurance.
- Successfully brought back Audi Bank after financial issues.
- Part of the global team managing accounts across Aramex.
- Resolved a backlog of 400 shipments for the Defacto account within 10 days.
- Implemented preventive measures to ensure all shipments completed their cycle before the due date.
- Dealt with global customers and arranged weekly meetings to discuss performance such as Defacto and LCW..
- Shared weekly performance reports.
- Managed customer complaints and followed up until resolved.
Education
Faculty of Commerce ( Forigen Trade) -
Helwan Universaty
01.2010 - 04.2014
Fiata Diploma - undefined
Arab Academy for Science and technology
01.2014 - 04.2015
English course - undefined
MODLI Institute
01.2013 - 04.2014
Skills
communication skills
presentation skills
Microsoft office
Customer service
Problem solving
quality controller
interpersonal skills
Detail oriented
Self-motivated
Self confident
multi-task duties
team work
Accomplishments
Tasks/Achievements
Activities
Aramex, Customer service, 2019, Present, create something at our system facilitate the work for all of Aramex employees through adding customer history button once you click it it will generate report with all requests he sent to customer service agents and this will help to track the work load for each member
Languages
Arabic
english
Awards
- Customer Service Hero (2018), Name of the institution that issued/awarded it
- Customer service icon ( 2019 ), Name of the institution that issued/awarded it
- Creativity award ( 2020 ), Name of the institution that issued/awarded it
Timeline
DHL, Customer Care and Service Desk Advisor
Customer Service Rep
03.2024 - Current
Senior Customer Service Representative
Customer Service Department
03.2021 - 03.2024
Senior Customer Service Specialist (Auditing)
Aramex international
09.2019 - 03.2021
Fiata Diploma - undefined
Arab Academy for Science and technology
01.2014 - 04.2015
English course - undefined
MODLI Institute
01.2013 - 04.2014
Faculty of Commerce ( Forigen Trade) -
Helwan Universaty
01.2010 - 04.2014
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