Ahmed Hesham
Customer Service Team Leader
portsaid
Summary
A 9 Year Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
Customer Service Specialist
MLS Oman & UAE (Masqat Live Stock)
04.2024 - Current
- Responding to Inquiries: Addressing customer inquiries via various communication channels such as phone, email, live chat, or social media.
- Problem Solving: Identifying and resolving customer issues, complaints, or challenges in a timely and efficient manner. Offering appropriate solutions to meet customer needs.
- Order Processing: Assisting customers with placing orders, processing payments, and ensuring accurate order fulfillment.
- Account Management: Managing customer accounts, updating information, and assisting with account-related tasks such as billing inquiries and subscription changes.
- Customer Feedback: Collecting and documenting customer feedback, suggestions, and insights to help improve products, services, and overall customer experience.
- Communication: Communicating effectively and professionally with customers, colleagues, and other departments to ensure a seamless customer experience.
- Technical Support: Providing technical assistance and troubleshooting for products or services, guiding customers through setup, usage, or problem resolution.
Team Leader
Vodafone
12.2019 - Current
- Managing the day-to-day activities of the team
- developing and implementing a timeline to achieve targets
- delegating tasks to team members, supporting team and performing management duties
- providing quality customer service including interacting with customers
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Sales & Customer Service Representative
Vodafone
12.2015 - 11.2019
- Selling Vodafone Products for Clients as well opening new accounts, visiting potential clients, working under budgeting target, solving customer's issues, preparing daily and weekly reports showing actual performance and sending it to the Sales Manager & Supervisors
Sales Representative
Reebok
10.2015 - 11.2015
- Selling Reebok Products for Clients, working under budgeting target, solving customer's issues, preparing daily and weekly reports showing actual performance and sending it to the Sales Manager & Supervisors
Education
Bachelor of Commerce - Accounting
PORT-SAID UNIVERSITY
PortSaid, EgyptSkills
- Excellent written and oral communication
- Product Knowledge
- Multitasking
- Account Management
- Problem-solving abilities
- Patience and Resilience
- Customer Relationship Management
- Time Management
- Teamwork
- MS Office (Word, Excel, PowerPoint)
- Adaptability
- KPI Management
- Customer service excellence
Accomplishments
- Top 10 Agents (03/2017-03/2018)
- Sixth Agent of Canal Area In KPIs
- Role Model (12/2015-01/2020)
- Role Model Of Team Spirit
Maritalstatus
Single
Militarystatus
Exempted
Linkedinprofile
ahmed-hesham-7a9566217
Personal Information
- Date of Birth: 05/07/93
- Gender: Male
- Nationality: Egyptian
Timeline
Customer Service Specialist
MLS Oman & UAE (Masqat Live Stock)
04.2024 - Current
Team Leader
Vodafone
12.2019 - Current
Sales & Customer Service Representative
Vodafone
12.2015 - 11.2019
Sales Representative
Reebok
10.2015 - 11.2015
Bachelor of Commerce - Accounting
PORT-SAID UNIVERSITY
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