Mohamed Shawky Ismail
Senior Customer Service & Marketing Specialist
Alexandria,Egypt
Summary
Motivated Customer Relations Professional with working knowledge of auto-dialing systems and above-average sales conversion rates. Adaptable and personable team player focused on providing exceptional customer service every time. Open to travel and willing to work flexible schedules.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Senior Customer Service Representative
Alex Bank
2017.07 - Current
- In charge of handling customer complaints and using best practices to completely assist and alleviate customer hassle
- Focused on support and customer satisfaction mainly all forms of communication
- Generated reports to maintain and set new targets achieved (banking KPI's), loans, credit card, new account opening, insurance, etc.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Implemented feedback systems to gather valuable insights from customers, driving continuous improvement initiatives.
- Reduced call wait times by implementing effective time management techniques within the team
Customer Service Representative
Vodafone UK
2015.02 - 2017.06
- Was in charge of setting customers' expectations while working in 'Expedia' account.
- Focused on maintaining and working with whatever budget customers needed.
- Gained knowledge about ticketing and booking systems.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates
Customer Service Representative
Teleperformance
2013.03 - 2015.01
- Managed day to day tasks in an ever changing environment with different work hours
- Collaborated and understood how to fully go through problem solving with any sort of customer
- Provided technical support when necessary
- Maintained smooth relationships with all my customers during work conversations.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Brand Promoter
Nestlé Saudi Arabia
2012.06 - 2012.12
- Got briefed monthly on new campaign launches and involved in many brands by Nestle like, Nesquick, Nido & Nescafé.
- Met data pool individuals and understood how tasting or unbiased opinion about service or product is given.
- Initiated collaborative partnerships with complementary brands, resulting in mutually beneficial cross-promotions and co-marketing activities.
- Assisted in development of eye-catching visual merchandising displays to attract customers and drive sales growth.
- Enhanced customer engagement for increased sales through product demonstrations and personalized interactions.
- Boosted brand awareness by implementing targeted marketing strategies and engaging promotional events.
Queuing & Traffic Manager
Saudi Telecommunication Company (STC)
2012.01 - 2012.06
- In charge of controlling traffic in branches
- Provided technical support when necessary
- Established a best practice traffic control system according to different daily times to ensure smooth execution at service desks.
- Monitored industry trends to stay informed about best practices in traffic management techniques.
Sales & Brand Promoter
P&G
2011.07 - 2011.12
- In charge of Tide sales in supermarkets (New Products)
- Managed PANTENE new product launches inside sales outlets (Supermarkets and other physical stores)
- Handled Downy activations and was in charge of setting promoter locations to ensure promotion understanding and accurate audience feedback
- In charge of Knorr's tasting experience inside supermarkets.
- Enhanced customer engagement for increased sales through product demonstrations and personalized interactions.
- Initiated collaborative partnerships with complementary brands, resulting in mutually beneficial cross-promotions and co-marketing activities.
Sales & Brand Promoter
Unilever KSA
2011.01 - 2011.06
- Helped Launch Lipton's flavored tea product line-up in multiple retail outlets
- Was in charge of promoting Axe's new product 'Black Night'
- Handled Downy activations and was in charge of setting promoter locations to ensure promotion understanding and accurate audience feedback
- In charge of Knorr's tasting experience inside supermarkets.
- Enhanced customer engagement for increased sales through product demonstrations and personalized interactions.
- Initiated collaborative partnerships with complementary brands, resulting in mutually beneficial cross-promotions and co-marketing activities.
Salesman
Mobily KSA
2010.01 - 2010.12
- In charge of personal selling of SIM cards that were tailored by 'Mobily' for different individuals to penetrate the market further and further due to it being a new player in the telecoms market
- Focused on speaking bilingually to reach the desired end result.
- Maintained detailed records of all interactions with prospects and clients using CRM system which allowed better tracking of client history.
- Managed a diverse portfolio of accounts, skillfully balancing multiple priorities while maintaining high standards of quality service delivery.
- Collaborated with the marketing team to create effective promotional materials and campaigns
Brand Promoter
Direct Marketing Solutions
2009.04 - 2010.12
- Handled many brands like Nada Milk, Barb can, Saudia Milk, all the previous are very strong local brands.
- Initiated collaborative partnerships with complementary brands, resulting in mutually beneficial cross-promotions and co-marketing activities.
- Assisted in development of eye-catching visual merchandising displays to attract customers and drive sales growth.
- Enhanced customer engagement for increased sales through product demonstrations and personalized interactions
Project Manager
Al-Ruwad Advertising
2009.01 - 2010.01
- In charge of controlling team of 01+ promoters all over Jeddah for opening of 'Olympia Gym'.
- Coordinated cross-functional teams and resolved conflicts, maintaining positive work environment throughout project life cycle.
- Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results
Education
Business Administration And Management
Arab Open University
Jeddah Saudi Arabia 2009.01 - 2013.02
Skills
Problem solving skills
HR course achieved
Sales and etiquette course achieved
Proficiency in Microsoft office
Communication Skills
Problem solving skills
Database Research
Account Management
Escalation management
Call Control
Established Comedian
Documentation Review
Problem solving skills
Accomplishments
- Established Comedian
- People's Person
- Bilingua (Saudi Arab
Completed Courses
- ICDL
- Sales Relationship Management
- Debugging System Soñware
- Human Resources Management
- Commerical Excel & Quickbooks
Timeline
Senior Customer Service Representative
Alex Bank
2017.07 - Current
Customer Service Representative
Vodafone UK
2015.02 - 2017.06
Customer Service Representative
Teleperformance
2013.03 - 2015.01
Brand Promoter
Nestlé Saudi Arabia
2012.06 - 2012.12
Queuing & Traffic Manager
Saudi Telecommunication Company (STC)
2012.01 - 2012.06
Sales & Brand Promoter
P&G
2011.07 - 2011.12
Sales & Brand Promoter
Unilever KSA
2011.01 - 2011.06
Salesman
Mobily KSA
2010.01 - 2010.12
Brand Promoter
Direct Marketing Solutions
2009.04 - 2010.12
Project Manager
Al-Ruwad Advertising
2009.01 - 2010.01
Business Administration And Management
Arab Open University
2009.01 - 2013.02