Mohammed Osman Hisham
New Cairo
Summary
Experienced with customer interactions, delivering efficient and effective service solutions. Utilizes strong communication skills to address and resolve client concerns. Track record of adapting to dynamic environments and supporting team objectives.
Professional with comprehensive experience in providing exceptional customer service and support. Adept at problem-solving and adapting to dynamic environments, ensuring seamless operations and client satisfaction. Strong collaboration skills, reliable, and results-driven, with expertise in communication, multitasking, and conflict resolution. Proven ability to thrive in fast-paced settings and exceed expectations.
Overview
13
13
years of professional experience
Work History
Universal Agent
Teleperformance UPS
11.2023 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries.
- Improved communication with clients through timely follow-ups and clear documentation of interactions.
- Mitigated potential risks by adhering strictly to compliance guidelines during all interactions.
- Delivered exceptional service by consistently exceeding performance metrics and quality standards.
- Identified opportunities for process improvement, driving efficiency gains across the department.
- Handled escalated calls, defusing tense situations and achieving resolutions that satisfied both the customer and company interests.
- Assisted in training new hires, ensuring they were well-equipped to handle their responsibilities.
- Adapted quickly to changes in policies, procedures, or product offerings, ensuring consistent quality in service delivery.
- Streamlined processes for better workflow management within the team.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
Cold Caller
Home Buyers Incorporated
08.2023 - 10.2023
- Company Overview: Home Buyers Incorporated is a group of local investors, the company's name is Home Buyers Incorporated (In the US). We use an automated system (Xencall) to call American homeowners to close deals with them through buying their properties (houses, vacant lots, mobile home etc.)
- I work with them as a cold caller: I work as a representative for a home investor while talking to a homeowner, the calls happen (without prior contact) and I check if he is interested in selling his property or if he knows anyone who might be interested in selling a property.
- Home Buyers Incorporated is a group of local investors, the company's name is Home Buyers Incorporated (In the US). We use an automated system (Xencall) to call American homeowners to close deals with them through buying their properties (houses, vacant lots, mobile home etc.)
- Increased client interest by consistently delivering persuasive cold call scripts tailored to individual prospects.
- Achieved daily call quotas by diligently managing time and prioritizing tasks for maximum efficiency.
Control Room Officer
Siemens
11.2019 - 10.2022
- Monitoring expats and employees writing weekly security reports conduct risk assessment of all departments conduct media analyses of the situation in the country purchasing essentials and office supplies keeping company accounts provides recommendations for improving the company operations.
Technical Support Officer
Canar Telecommunication Company Ltd
12.2021 - 02.2022
- Identifying hardware and software solutions. Troubleshooting technical issues. Diagnosing and repairing faults. Resolving network issues. Installing and configuring hardware and software. Providing timely and accurate customer feedback. Replacing or repairing the necessary parts. Testing and evaluating new technologies.
Sales and Promotion
KIA Motors
08.2012 - 01.2013
- Provide information about the vehicles and services Creating a positive image about the vehicles and lead the customers to use it the use of lectures, films, charts and slide shows distributing brochures, flyers to source new sales opportunities identifying interest and customer needs and requirements set up booth and promotional stands and stock products report on demonstration.
Education
Information Technology -
Future University
11.2019
Computer science -
Taylor university
07.2015
High school -
Qurum private school
07.2013
Skills
- Prospecting
- Sales
- Time management
- Communication skills
- Goal oriented
- Client relationship building
- Call center experience
- Appointment scheduling
- Complaint handling
- Dispute resolution
- Live chat support
- Performance metrics analysis
Timeline
Universal Agent
Teleperformance UPS
11.2023 - Current
Cold Caller
Home Buyers Incorporated
08.2023 - 10.2023
Technical Support Officer
Canar Telecommunication Company Ltd
12.2021 - 02.2022
Control Room Officer
Siemens
11.2019 - 10.2022
Sales and Promotion
KIA Motors
08.2012 - 01.2013
Computer science -
Taylor university
High school -
Qurum private school
Information Technology -
Future University
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