AHMED EBRAHIM
HamadTown,Bahrain
Summary
Driven Customer Relations Specialist with knack for resolving customer issues and enhancing satisfaction. Excels at streamlining processes and improving customer retention through tailored communication strategies. Consistently recognized for fostering strong relationships and delivering impactful service improvements.
Overview
5
5
years of professional experience
2019
2019
years of post-secondary education
Work History
Customer Relation Specialist
Hyundai and Genesis Bahrain (First Motors)
Manama, Bahrain
08.2023 - 02.2025
- Achieving high levels of client retention with proactive communication strategies.
- Establishing a positive rapport with customers, enhancing brand image and reputation.
- Conducting comprehensive product training for improved customer understanding.
- Mediating between clients and company, ensuring mutual satisfaction.
- Ensuring customer satisfaction by resolving complex issues efficiently.
- Crafting personalized responses for each client query maintaining a high standard of care.
- Prioritizing tasks effectively during peak times ensuring all clients received timely support.
- Utilizing SAP and Salesforce CRM software to enhance overall customer experience.
- Analyzing client feedback to inform service improvements within the company.
- Delivering excellent customer service which resulted in increased brand loyalty.
- Improving internal communication channels contributing to better problem-solving capabilities.
- Responding professionally to escalated complaints, restoring consumer confidence in our products and services.
- Coordinating cross-departmental teams to meet customers' needs effectively.
- Handling difficult situations calmly, preserving the quality of customer relations under pressure.
- Capturing 12 % customer retention rate by proactively conducting weekly reviews of existing accounts.
- Documenting recurring requests, enquiries and complaints, communicating findings and potential corrective action to line manager.
- Handling 50+ customer queries daily, exceeding team average by 20%.
- Inputting 200+ orders into Salesforce monthly and confidently handling online quotations, returns and outstanding deliveries.
- Managing complete customer journey for 20+customers daily.
- Managing customer ticket queue, ensuring 70% requests were actioned within agreed timescales.
Customer Service Advisor
Mining Experts (Cryptocurrency Mining)
Manama, Bahrain
08.2022 - 08.2023
- Providing personalized customer care, addressing customers needs and problems
- Handling data entry and appointment bookings efficiently
- Logging customer complaints accurately, expediting corrective actions effectively.
- Assisting customers in product selection to boost sales.
- Building rapport with clients through empathetic handling of concerns.
- Coordinating with other teams to resolve multi-faceted client problems swiftly.
- Strengthening client relationships with clear communication and problem-solving skills.
- Responding to difficult situations calmly, gaining trust of aggrieved customers.
- Streamlining responses to emails, improving response time significantly.
- Managing high-volume customer queries simultaneously through effective multitasking.
- Tracking orders and processed refunds for new and existing customers.
Customer Support Operator
Swiss-Belhotel
Manama, Bahrain
10.2020 - 08.2022
- Operating phone lines and Customer Support 24/7.
- Managing inbound calls for a seamless customer experience.
- Handling data entry tasks and cards activation processes
- Providing consistent follow-ups with customer and management to ensure satisfaction
- Developing personalized solutions to ensure customer satisfaction at all times.
- Participating in weekly team meetings, driving continuous improvement initiatives.
- Fostering positive relationships with customers using empathetic communication skills.
- Improving customer retention through proactive communication strategies.
- Delivering excellent service with timely problem resolution.
- Training new team members, ensuring high-quality customer support.
- Maintaining updated knowledge of product offerings to provide accurate information to customers.
- Coordinating with other departments to resolve cross-functional issues.
- Managing email correspondences efficiently, enhancing response time significantly.
- Handled complaints effectively, resulting in increased loyalty from customers.
- Deescalated tense situations tactfully, maintaining professionalism at all times.
Technical Service Advisor
Kuwait Finance House
Manama , Bahrain
08.2020 - 08.2022
- Assisting clients with technical services and advisory tasks
- Streamlining the ticketing process, reducing resolution times significantly.
- Managing back-office operations and ensuring timely support
- Updating company databases regularly, maintaining accurate records of all service interactions.
- Utilizing COSMO Integrated Management Software for managing Inbound and Outbound calls.
- Managing customers banking cards operations using FIMI in conjunction with Phoenix for enhancing customers banking services.
- Following-up with clients regarding financial products, including loans and deposits.
- Providing technical support and resolved issues for customer satisfaction.
-
Education
High School Diploma -
Al Jabriya TECHINAL School
Manama, Bahrain Skills
- Microsoft Office Suite
- SAP CRM software proficiency
- Salesforce CRM software proficiency
- Banking Systems proficiency (eg FIMI, Phoenix, etc)
- Integrated Management Software (eg COSMO)
- Call Centre experience
- Telephone etiquette
- Email communication
- Social media customer support
- Customer engagement
- Complaint handling
- Relationship building
- Conflict resolution
Languages
Arabic
Native
English
Fluent
Persian
Native
Affiliations
- Hiking and Camping
- Football
References
References available upon request.
Timeline
Customer Relation Specialist
Hyundai and Genesis Bahrain (First Motors)
08.2023 - 02.2025
Customer Service Advisor
Mining Experts (Cryptocurrency Mining)
08.2022 - 08.2023
Customer Support Operator
Swiss-Belhotel
10.2020 - 08.2022
Technical Service Advisor
Kuwait Finance House
08.2020 - 08.2022
High School Diploma -
Al Jabriya TECHINAL School
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