Haidy Lotfy
Customer Service Representative
Alexandria,Egypt
Summary
Customer service representative with 3+ years of experience at Al-Futtaim, delivering high-quality support and driving customer satisfaction. Skilled in managing 50+ daily calls, resolving issues efficiently, and closing sales deals. Proficient in CRM tools with a proven track record of streamlining workflows and enhancing operational efficiency. Known for a customer-first approach and effective communication.
Overview
4
4
years of professional experience
Work History
Customer service representative
Sutherland Global
11.2021 - Current
- Managed 50+ daily customer calls, ensuring minimal wait times while providing prompt and accurate responses to inquiries regarding products, services, and post-sales support
- Delivered clear explanations of product offerings, provided price quotes, and facilitated payment processes, demonstrating deep product knowledge to address customer needs effectively
- Played a key role in training new hires by offering guidance through shadowing sessions, explaining procedures, and ensuring they followed company protocols
- Additionally, supported team operations by handling queues, preparing performance reports, and monitoring agent calls to deliver constructive coaching and improve service quality.
Ticketing and Travel agent
Loloet Al Haramain
01.2021 - 06.2021
- Responded to customer inquiries regarding flight dates, visa requirements, and company information, providing clear and helpful guidance
- Assisted customers with planning airline tickets and booking flights, while managing their travel schedules throughout the trip
- Offered tailored recommendations on the best deals for flights, hotels, and transportation, ensuring a seamless and cost-effective travel experience.
Education
Bachelor Of Language And Simultaneous Interpretation - Chinese Language
Pharos University
Alexandria, Egypt 11.2016 - 8 2020
Skills
Strong problem-solving abilities with a flexible and adaptive approach in multicultural environments
Excellent interpersonal and customer service skills, fostering positive client relationships
Active listening and effective communication, ensuring clarity and customer satisfaction
Fluent in English with advanced proficiency in Chinese
Adaptable in fast-paced environments, with a focus on delivering results and maintaining professionalism
Timeline
Customer service representative
Sutherland Global
11.2021 - Current
Ticketing and Travel agent
Loloet Al Haramain
01.2021 - 06.2021
Bachelor Of Language And Simultaneous Interpretation - Chinese Language
Pharos University
11.2016 - 8 2020