Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Brought top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Hi, I’m
AHMED KHALED
Customer Service Representative
Abu Dhabi
Summary
Overview
5
years of professional experience
Work History
The Abu Dhabi Edition (Marriott Luxury Hotels)
Welcome Ambassador
03.2024 - Current
Job overview
- Acted as first point of contact for guests by a providing warm and personalized welcome upon arrival.
- Maintained knowledgeable concierge services that guided guests towards their desired activities, local attractions, restaurants, and transportation options to provide accurate recommendations to guests.
- Resolved guest issues with diplomacy and empathy, successfully turning negative situations into positive outcomes.
- Handled luggage assistance requests promptly which led to smoother arrivals/departures during peak times.
Wadi Degla Sporting Club
Sales Representative
3 2023 - 12.2023
Job overview
- Executed on outbound calling strategy to warm up leads, leading to a close rate of 21%, which exceeded expectations by 50%
- Worked closely with existing members of the club to build relationships which led to bring new members of their family and friends to join the club, leading to 400k monthly in up-sell revenue
- Engaged and landed 2 new members at least per month through cold calls, texting and in-person contact.
Rehlat Travel Agency
Senior Customer Support Specialist
03.2020 - 01.2022
Job overview
- Handled customer complaints and issues in a tactful and efficient manner, escalating issues as necessary
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Sold, printed, and issued tickets to guests.
- Mentored junior team members, Assisting to train new staff members on ticketing systems and processes, contributing to overall team efficiency.
- Responded to customer calls and emails to answer questions about products and services.
Orange EG Telecommunications
Customer Service Agent
08.2019 - 02.2020
Job overview
- Managed at least 95 of inbound and outbound calls daily in a timely manner
- Responded to customer requests for products, services, and company information.
- Seized opportunities to upsell products when they arise.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
Cairo UniversityEgypt
Bachelor of Commerce from Accounting And Finance
05.2021
University Overview
Skills
Customer Service
Languages
Arabic
Bilingual or Proficient (C2)
English
Advanced (C1)
German
Intermediate (B1)
Software Skills
Software Skills
Microsoft Office Suite
- Word: Proficient in creating documents, proposals, and reports.
- Excel: Basic familiarity with creating spreadsheets and performing simple data entry or basic functions.
CRM Software
SAP CX
- Proficient in utilizing SAP CX for managing customer data, overseeing sales pipelines, and tracking customer interactions.
- Implemented and customized SAP CRM functionalities at Wadi Degla to streamline sales processes, enhance customer relationship management, and drive sales team productivity.
Siebel CRM
- Proficient in using Siebel CRM for customer service at Vodafone and Orange.
- Managed customer inquiries, updated account details, and resolved issues effectively.
- Utilized Siebel to streamline processes and enhance the customer experience.
Customer Support Tools
Freshdesk
- Proficient in utilizing Freshdesk as a Contact Center Agent at Rehlat.
Accomplishments
Accomplishments
- Consistently exceeded monthly sales targets by 20% through proactive client outreach and tailored membership packages at Wadi Degla Sporting Club
- Recognized as one of the top-performing customer support agents at Rehlat Travel Agency, leading to a promotion to Senior Customer Specialist due to consistently delivering exceptional service and exceeding performance metrics
- Recognized as a top performer at Orange call center for January 2020, achieving a flawless 100% quality score and maintaining an exceptional Average Handling Time (AHT) of just 3 minutes and 57 seconds, showcasing excellence in service delivery and operational efficiency
Interests
Padel
Tennis table
Football
Timeline
Welcome Ambassador
The Abu Dhabi Edition (Marriott Luxury Hotels)
03.2024 - Current
Senior Customer Support Specialist
Rehlat Travel Agency
03.2020 - 01.2022
Customer Service Agent
Orange EG Telecommunications
08.2019 - 02.2020
Sales Representative
Wadi Degla Sporting Club
3 2023 - 12.2023
Cairo University
Bachelor of Commerce from Accounting And Finance
04.2021
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