Summary
Overview
Work History
Education
Skills
Certification
Interests
Additional Information
Timeline

Laila Khaled Mohamed

I Am Customer Care Representative Currently Looking For A Full-time Job. I Would Like To Utilize My Skills And Experience As Well As My Passion. Moreover, I Would Like To Work With Other Professionals To Improve My Skills.
Obour City, Cairo,C

Summary

Experienced Customer care with over two years of experience in Shipping industry. Excellent reputation for resolving problems and improving customer satisfaction.

Overview

3
3
years of professional experience
15
15
years of post-secondary education
1
1
Certification
3
3
Languages

Work History

Customer Care Representative

FedEx Express,
10.2020 - Current
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
  • Assisted call-in customers with questions and orders.
  • Educated clients on account services and resolved client inquiries regarding statement information and account balances.
  • Coordinated timely responses to online customer communication and researched complex issues.
  • Increased client retention by managing supplier deliveries around client needs.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Daily follow up with the customer through phone calls and mails.
  • Streamlined operational efficiencies by managing accounts and contracts and processing system orders and cancellations.
  • Helped large volume of customers every day by approaching conversations with positive attitude and focus on customer satisfaction.
  • Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions.

Customer service agent

FedEx Express
09.2019 - 09.2020
  • Provided primary customer support to internal and external customers.
  • Contacted customers to return routine and general calls promptly.
  • Helped large volume of customers every day by approaching conversations with positive attitude and focus on customer satisfaction.
  • Educated customers on company systems, form completion and access to services.
  • Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
  • Demonstrated high attention to detail, organization, and ability to manage multiple tasks and projects simultaneously.

Tele Sales Agent

Genetic Media
, UK
12.2018 - 06.2019
  • Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
  • Established excellent sales ability and strong interpersonal skills with confident and persuasive approach.
  • Escalated concerns or problem calls to management staff.
  • Answered calls, took messages and transferred calls to appropriate individuals.
  • Answered questions with knowledgeable responses.
  • Provided information about available products and services including membership details and purchase advantages.
  • Displayed excellent sales skills and understanding of such skills.
  • Explained product prices and packages as well as answered questions and addressed concerns of customers.
  • Answered inbound telephone calls from interested customers.

Human Resources Trainee

Egypt Air
02.2018 - 04.2018

Accounting Trainee

Petrobel
06.2017 - 08.2017

Human Resources Trainee

Greenland Factory ( Americana)
06.2016 - 08.2016

Education

Bachelor degree - business administration

Higher Technological Institute
09.2014 - 08.2018

High School Diploma -

Yehia El-rafiee Language School
09.2003 - 07.2014

Skills

Microsoft WordMicrosoft PowerPoint

Customer Relationship Management

Report preparation

First Call resolution

Inbound Customer Service

Professional telephone demeanor

Shipping procedures understanding

Documentation and reporting

Strong interpersonal and communication skills

Teamwork skills

Microsoft Excel

Good telephone etiquette

Excellent multi-tasking ability

Time management skills

Works Well Under Pressure

Certification

Professional in Human Resources International Certification(PHRI)

Interests

Reading

Sports

Travelling

Researching

Additional Information

PERSONAL SKILLS

-Team work.

-Time management.

-Ability to work under pressure.

-Fast learner.

-Hard worker.

-Multitasking.

Timeline

Professional in Human Resources International Certification(PHRI)

04-2021
Customer Care Representative - FedEx Express,
10.2020 - Current
Customer service agent - FedEx Express
09.2019 - 09.2020
Tele Sales Agent - Genetic Media
12.2018 - 06.2019
Human Resources Trainee - Egypt Air
02.2018 - 04.2018
Accounting Trainee - Petrobel
06.2017 - 08.2017
Human Resources Trainee - Greenland Factory ( Americana)
06.2016 - 08.2016
Higher Technological Institute - Bachelor degree, business administration
09.2014 - 08.2018
Yehia El-rafiee Language School - High School Diploma,
09.2003 - 07.2014

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Laila Khaled MohamedI Am Customer Care Representative Currently Looking For A Full-time Job. I Would Like To Utilize My Skills And Experience As Well As My Passion. Moreover, I Would Like To Work With Other Professionals To Improve My Skills.