Islam Khafaga
VIP Customer Representative.
Alexandria
Summary
Dynamic VIP Customer Representative with a proven track record at Concentrix for enhancing customer satisfaction and retention through exceptional service and problem-solving skills. Expert in CRM software and adept at active listening, I significantly contributed to revenue growth by identifying upselling opportunities. Excel in fast-paced environments, consistently exceeding customer service goals.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Personable VIP Customer Support offering 2 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Customer Service Representative bringing 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, ad providing customized solutions to build loyalty.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
1
1
year of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
VIP Customer Representative.
Concentrix
Alexandria, Alexandria
08.2023 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Retained dissatisfied customers by offering empathetic listening skills followed by effective problem-solving approaches tailored to each individual case.
- Identified opportunities for upselling or cross-selling products during interactions, increasing overall revenue generation.
- Maintained accurate records of all client interactions through diligent use of CRM systems, allowing for targeted follow-ups and efficient customer history referencing.
- Responded proactively and positively to rapid change.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Maintained up-to-date knowledge of product and service changes.
- Implemented and developed customer service training processes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Used salesforce to prepare memos, correspondence and reports.
- Handled high call volumes efficiently without sacrificing quality of interaction or resolution success rate.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Bahchelor's - Law.
Alexandria Faculty of Law.
Egypt. 05.2021 - Current
Skills
Customer service excellence
Social media
Technical and billing support
Report generation
Typing speed
CRM software
Payment processing
Language fluency
Assertiveness
De-escalation
Inbound call answering
Call center experience
Customer service
Active listening
Computer proficiency
Account updating
hobbies.
- Cooking: Passionate about exploring diverse cuisines and experimenting with new recipes. Enjoy meal prepping and honing culinary skills through cooking challenges and food trends.
- Video Gaming: Enthusiastic gamer with a focus on strategy, role-playing, and adventure genres. Engage in online communities and value teamwork, critical thinking, and problem-solving through gameplay.
- Social Media: Active user of social media platforms for both personal enjoyment and professional growth. Enjoy staying updated on trends, connecting with others, and curating content.
- Traveling: Avid traveler with a keen interest in exploring new cultures, cuisines, and landscapes. Enjoy learning from different perspectives and using travel experiences to broaden creativity and adaptability.
Timeline
VIP Customer Representative.
Concentrix
08.2023 - Current
Bahchelor's - Law.
Alexandria Faculty of Law.
05.2021 - Current
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