Eslam Sami
Alexandria,ale
Summary
Accomplished professional with expertise in performance measurement, proactive mentoring, and stress resistance. Demonstrates strong decision-making confidence and leadership mentoring, with a deep understanding of HR policies. Skilled in goal-setting guidelines, data analysis for strategy, and MS Office proficiency. Proven negotiation expertise and motivational mentoring abilities enhance inspirational leadership. Adept in customer service, team leadership, quality assurance, and data analysis. Committed to leveraging skills to drive organizational success and foster a collaborative work environment.
Motivated Customer Service Manager recognised for enhancing customer satisfaction and team performance. Known for transforming call centre operations, reducing complaint resolution times, and boosting customer retention. Proven at fostering positive work environment, leading to higher employee morale and productivity.
Overview
14
14
years of professional experience
8
8
years of post-secondary education
Work History
Customer service Section Head Vise
Monglish Academy
Alexandria & Cairo, Alexandria & Cairo
02.2022 - Current
- Fostered supportive environment through active team management.
- Oversaw daily operations, ensuring optimal performance.
- Conducted regular meetings for transparent communication.
- Promoted products effectively to increase sales.
- Managed challenging situations to ensure customer satisfaction.
- Demonstrated leadership skills in managing diverse teams.
- Maintained positive relationships through effective communication.
- Facilitated staff development with ongoing training initiatives.
- Implemented training programmers, enhancing team capabilities.
- Actioned customer feedback to promote continued service improvement.
- Briefed and motivated staff to deliver daily operational requirements.
Customer service representative
Raya Holding
Alexandria, Alexandria
02.2014 - 12.2021
- Maintained clean, orderly work environment promoting conducive atmosphere for both staff and customers.
- Processed orders promptly ensuring positive shopping experience for customers.
- Assisted customers in making informed decisions by providing detailed product information.
- Contributed towards achieving store targets whilst ensuring adherence to service standards.
- Improved customer satisfaction by effectively handling complaints and inquiries.
- Offered technical support, leading to enhanced user experience.
- Maintained up-to-date knowledge, resulting in effective product promotion.
- Handled returns and exchanges efficiently maintaining high levels of customer satisfaction.
- Developed strong relationships with customers fostering brand loyalty and repeat business.
- Facilitated customer loyalty program to enhance customer retention.
Sales agent
SAS Egypt
Alexandria, Alexandria
03.2011 - 11.2013
- Warmly greeted customers to establish positive first impressions, enhancing in-store experiences.
- Increased revenue through upselling and consistent contract renewals.
- Retained customers by building rapport and delivering tailored product recommendations.
- Highlighted product features and benefits in line with customer needs, securing high-value sales.
- Maintained store standards to uphold clean, professional appearances.
- Assisted customers with product returns, converting refund requests into exchange opportunities to maximise store revenue.
Education
Certificate of Higher Education - Theatre
Alexandria University
Alexandria 09.2005 - 06.2013
Skills
- Performance measurement
- Proactive mentoring
- Stress resistance
- Decision-Making confidence
- Leadership mentoring
- HR policies understanding
- Goal-Setting guidelines
- Data analysis for strategy
- MS office proficiency
- Negotiation expertise
- Motivational mentoring
- Inspirational leadership
- Customer Service
- Team Leadership
- Quality Assurance
- Data analysis
Languages
English
Intermediate (B1)
Accomplishments
- Employee of the Year 2024 at Monglish International Academy
- 2-time Employee of the Month at Monglish International Academy
- 3-time Best Seller in a row at SAS Egypt Terranova Project
Timeline
Customer service Section Head Vise
Monglish Academy
02.2022 - Current
Customer service representative
Raya Holding
02.2014 - 12.2021
Sales agent
SAS Egypt
03.2011 - 11.2013
Certificate of Higher Education - Theatre
Alexandria University
09.2005 - 06.2013
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