Mai El-saadany
Customer Support Specialist
Cairo,C
Summary
Dynamic customer service professional with a proven track record at Almosafer, excelling in problem-solving and active listening. Enhanced customer loyalty through effective complaint resolution and coaching new hires. Proficient in CRM systems, ensuring efficient case management and improved service quality. Committed to delivering exceptional customer experiences.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Almosafer
05.2019 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Participated in training programs to enhance product knowledge and customer service skills.
Customer Support Specialist
Etisalat UAE
12.2014 - 05.2019
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
Retail Supervisor
Flights
03.2011 - 01.2013
- Analyzed customer behavior and data to identify trends and develop customer retention strategies.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Built constructive customer relationships to improve loyalty and recommendations.
- Helped customers complete purchases, locate items, and join reward programs.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Answered questions about store policies and addressed customer concerns.
Education
Tourism And Hotel Management
High Institute For Tourism And Hotels Management
Cairo, Egypt 04.2001 -
Skills
Customer service
Problem-solving
Active listening
Product knowledge
Follow-up skills
Technical support
Call management
Problem resolution
Decision-making
Complaint handling
Time management
Team collaboration
Call center experience
Quality control
Microsoft Excel
Timeline
Customer Service Representative
Almosafer
05.2019 - Current
Customer Support Specialist
Etisalat UAE
12.2014 - 05.2019
Retail Supervisor
Flights
03.2011 - 01.2013
Tourism And Hotel Management
High Institute For Tourism And Hotels Management
04.2001 -