RUDY AUWAD
Customer Service Specialist
Cairo
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
14
14
years of professional experience
2
2
Certifications
Work History
Customer Care Representative
IGT Solutions
03.2024 - Current
- 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.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
Customer Service Agent
Concentrix
2 2022 - 11.2023
- Call center customer service agent (German language) handling many inbound and outbound calls to and from customers, listening to customers needs or issues and providing helpful solutions to their problems
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
Receptionist
Premium Inn Hotels LLc
01.2015 - 01.2021
- Monitor the work of receptionists and ensure the reception area is operated in a highly efficient manner in order to create a positive lasting impression on all our guests in line with our brand standards
- Set up, train the team and implement the front office procedures and practices
- Build a good rapport with guests and resolve any issues quickly to maintain high quality customer service.
Tour Operator
Cairo Express
01.2013 - 01.2015
- Making arrangements for transport, accommodation, tours, and activities
- Drawing up complicated travel itineraries and ensuring that all the needs of the customers are met
- Contacting airlines, hotels, and ground transport companies such as coach operators to make suitable arrangements
- Advising the customer about travel issues including required documentation and financial matters, such as appropriate exchange rates.
Tour Representative
Welcome Tours
01.2011 - 01.2013
- Arrange travel facilities to main tourist attractions at affordable rates
- Waiting tourists in the airport, receiving them and presenting them the easy access to their hotel
- Make sure that all tour leaders are following the company standards
- Making sure that every transportation has been arranged for tourists and the program is working according to what has been planned for
- Escorting Tourists to the airport for the departure to ensure that they will not face any troubles that may happen.
Education
Bachelor Degree - Tourism and Hotel Management
Minia University
01.2010 - 12 2014
Skills
Knowledge of Opera (PMS)
Effective Communication
Ability to lead and coach people
Adaptability and Flexibility
Complaint Handling
MS Office
Problem-solving abilities
Translation and Interpretation Services
Attention to Detail
Call center experience
Others
- Customer care and customer satisfaction
- Receiving and replying the emails that come from Germany or Head office in Egypt.
- Making arrangements for transport, accommodation, tours, and activities.
- Drawing up complicated travel itineraries and ensuring that all the needs of the customers are met.
- Contacting airlines, hotels, and ground transport companies such as coach operators to make suitable arrangements, using Sejour system.
- Get information about areas of interest in order to target more clients in particular seasons.
- Advising the customer about travel issues including required documentation and financial matters, such as appropriate exchange rates.
- Dealing with and documenting complaints in an efficient and diplomatic manner.
- Making alternative arrangements for customers who have had their trips interrupted by unforeseen issues.
Languages
Arabic (Mother tongue)
Proficient
C2
English (Advanced)
Advanced
C1
German (Very Good)
Upper intermediate
B2
Awards
Best customer care agent of the year 2019 - Premier Inn Hotels LLC
Projects
Courses And Training -Hotel Financial Administrator Training from Premier Inn. -Fire and Safety Management Training from Emirates. -First Aid Training from First Aid International UAE. -Microsoft Office Knowledge. -B1 German Course, GOETHE Institute, Cairo.
Certification
Fire & Safety Training - Emirates
Timeline
Customer Care Representative
IGT Solutions
03.2024 - Current
First Aid Training - International UAE
03-2021
Fire & Safety Training - Emirates
02-2021
Receptionist
Premium Inn Hotels LLc
01.2015 - 01.2021
Tour Operator
Cairo Express
01.2013 - 01.2015
Tour Representative
Welcome Tours
01.2011 - 01.2013
Bachelor Degree - Tourism and Hotel Management
Minia University
01.2010 - 12 2014
Customer Service Agent
Concentrix
2 2022 - 11.2023