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Aliaa Massoud Ali Massoud
Customer Service Representative
Alexandria
Summary
Knowledgeable and dedicated customer service professional with extensive experience in call center 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
8
8
years of professional experience
17
17
years of post-secondary education
3
3
Languages
Work History
Customer Service Representative
Sutherland Global Services
Alexandria
06.2021 - Current
- UPS bilingual account: English and French.
- Acting as quality auditor at UPS – FCR French LOB from May 2022 till current.
- Acting as Team Leader at UPS – FCR French LOB for 6 months.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Cross-trained and backed up other customer service managers.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
French teacher
GEMS Academy
Alexandria
01.2019 - 01.2020
- Facilitated learning of French language using variety of instructional methods, resources and technological tools.
- Attended department meetings to develop and update course curricula.
- Communicated with students in French to foster oral proficiency.
- Facilitated positive learning environment by using enthusiastic and energetic instructional strategies and consistent classroom management.
- Explored and implemented innovative use of technology in language education.
Customer Service Representative
Sutherland Global Services
Alexandria
01.2017 - 01.2019
- Bell Canada bilingual account: English and French.
- Served in Clec/ ISPS and Bridge captain LOB.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
- Trained new personnel regarding company operations, policies and services.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
French Teacher
Ecole Saint Gabriel
Alexandria
09.2014 - 04.2016
- Collaborated on and implemented innovative pedagogical initiatives that focused on student-first, hands-on and experiential learning to foster French instruction.
- Helped students develop important learning skills and good study habits useful in trade school or college education.
- Attended department meetings to develop and update course curricula.
- Developed and implemented full French curriculum to meet school mission and goals.
- Facilitated positive learning environment by using enthusiastic and energetic instructional strategies and consistent classroom management.
- Immersed students in unfamiliar cultures by devising hands-on activities.
French Teacher
Girard
Alexandria
08.2012 - 01.2014
- Facilitated positive learning environment by using enthusiastic and energetic instructional strategies and consistent classroom management.
- Created reading lists with materials to promote student comprehension of written French.
- Explored and implemented innovative use of technology in language education.
- Facilitated learning of French language using variety of instructional methods, resources and technological tools.
Education
Pass - French Department of Arts And Literatures
Faculty of Arts
Alexandria University 09.2009 - 09.2014
Good - Highschool
École Des Religieuses Franciscaines De L’Ibrahimie
Alexandria 09.1996 - 09.2008
Skills
- Hard worker, able to work under pressure
- High Communications skills
- Effective working along or as co-operation teamwork
- Dynamic & creative
- Enthusiastic about developing good relation with colleagues and encourages team spirit
- People skills/ interpersonal skills
- Highly motivated and innovative
- Creative problem solving
- Professional telephone demeanor
- Training development aptitude
- Internet and computer skills: Excel/ Word/ Power Point
Interests
Music
Dance
Sports
Additional Information
Born on: 06/08/1991
Family status: Single
Timeline
Customer Service Representative
Sutherland Global Services
06.2021 - Current
French teacher
GEMS Academy
01.2019 - 01.2020
Customer Service Representative
Sutherland Global Services
01.2017 - 01.2019
French Teacher
Ecole Saint Gabriel
09.2014 - 04.2016
French Teacher
Girard
08.2012 - 01.2014
Pass - French Department of Arts And Literatures
Faculty of Arts
09.2009 - 09.2014
Good - Highschool
École Des Religieuses Franciscaines De L’Ibrahimie
09.1996 - 09.2008