osama ahmed
Sr Customer Care Specialist
Giza,Giza
Summary
Proven track record in enhancing customer satisfaction and efficiency at FedEx Express, adept in quality assurance and customer relationship management. Excelled in resolving complex inquiries, achieving high quality scores, and driving repeat business through exceptional service. Skilled in both complaint resolution and shipping procedures, consistently exceeding targets with a focus on results.
Overview
8
8
years of professional experience
Work History
Customer Care Specialist
FedEx Express
Giza Smart Village
09.2023 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Achieved consistently high quality assurance scores by adhering to company policies and procedures when interacting with customers.
- Established a reputation for providing outstanding customer support, receiving numerous accolades from both customers and colleagues.
- Proactively identified areas for process improvement within the department, leading to increased efficiency and better use of resources.
- Served as an escalation point for complex or challenging cases requiring specialized attention and problem-solving abilities.
Back Office Specialist
FedEx Express
Giza Smart Village
11.2022 - 09.2023
- Ensured timely completion of projects, prioritizing tasks based on deadlines and importance.
- Handled complex customer inquiries, resolving issues promptly and professionally while maintaining excellent customer service standards.
Customer Service Representative
Vodafone Egypt
Cairo
06.2018 - 08.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Sales Agent Representative
Orange Express
Cairo
04.2017 - 05.2018
- Provided exceptional customer service, resulting in high levels of customer satisfaction and repeat business.
- Exceeded monthly sales targets through proactive prospecting and lead generation.
- Developed tailored solutions for clients based on their unique needs and challenges, creating customer loyalty and trust.
- Continuously updated product knowledge through training sessions and independent research, ensuring accurate information was relayed to customers.
Customer Care Representative
Orange Egypt
Giza
03.2016 - 05.2017
- Assisted call-in customers with questions and orders.
- Managed high call volume with exceptional professionalism and efficiency.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
Education
Bachelor Of Arts - History
Helwan University
Faculty Of Arts 09.2014
Skills
[Product or Service] support
Till counting
Quality assurance
First Call resolution
Documentation and reporting
Customer Relationship Management
Cataloging
Complaint resolution
Shipping procedures understanding
Retail store support
Timeline
Customer Care Specialist
FedEx Express
09.2023 - Current
Back Office Specialist
FedEx Express
11.2022 - 09.2023
Customer Service Representative
Vodafone Egypt
06.2018 - 08.2022
Sales Agent Representative
Orange Express
04.2017 - 05.2018
Customer Care Representative
Orange Egypt
03.2016 - 05.2017
Bachelor Of Arts - History
Helwan University