Ahmed Samir Shehata

Help customers with complaints and questions, give customers information about products and services, take orders, and process
returns
This role involves acting as a liaison, provide product/services information, answer questions, and resolve any emerging problems
that our customer accounts might face with accuracy and efficiency:
• Manage large amounts of incoming phone calls
• Generate sales leads
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies

● promote and ensure guest satisfaction maintain a safe and sanitary work environment

● and ensure only the highest quality products are being served.

● establishes rapport with guests to build guest loyalty and gather constructive feedback

● to ensure satisfaction of every individual guest.

● handle daily team member relations and encourage problem solving by team members

● through proper training and empowerment.

● record transaction - orders in point of sales systems at the time of order

● check with guests to ensure satisfaction with each food course and beverage

● present accurate final bill to guest and process payment

perform shift closing on the point sales terminal and tally cash and credit

Led a team of Quality Improvement Engineers, Quality Officers, and Quality Inspectors; managing the Rolling Stock and Passenger
Services Assurance Program. Accomplishments include but are not limited to the following:
• Led the implementation of 13 audits within operations and maintenance, including field assessments, interviews, document
reviews, reporting, communication, and corrective and preventive actions creation and follow-up. All activities were managed
utilizing established project management processes.
• Led the design and implementation of follow-up assessments program to monitor and track the quality performance of
departments.
• Led the design and implementation of a quality assurance inspection program pertaining to rail car maintenance activities. This
included sampling plan, checklists, data collection, field assessments, communication, and reporting.
• Significantly contributed towards the creation and standardization of the departments’ core processes such as quality score,
quality measures, assessment criteria, reporting templates, etc.
• Team capability development, through continuous and consistent coaching, delegation, and reviews