A.

Mohamed Ali
oceanindies@gmail.com +201149451011

Cairo, Egypt

PROFESSIONAL EXPERIENCE
August 2022 – Customer Service Specialist
June 2023 Centro CDX
Cairo, Egypt Successfully handled customer inquiries and provided prompt resolutions through
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phone and email communication using Zendesk.

Developed and maintained positive relationships with subscribers, exceeding their
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needs and expectations.

Effectively resolved customer complaints and issues, ensuring a high level of
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customer satisfaction.
Collaborated with cross-functional teams to address customer concerns and
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improve the overall customer experience.

Maintained accurate and detailed records of customer interactions and
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transactions.
Actively contributed to the development and enhancement of customer service
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processes and procedures.

Provided courteous and professional telephone support to prospective customers,
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handling inquiries and providing the highest level of customer service.

Applied working knowledge of systems, procedures, customers, products, and
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processes to perform assigned functions with moderate reliance on others for

direction.
Responded to customer inquiries by referring them to published materials,
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secondary sources, or more senior staff when appropriate.

Continuously worked towards delivering exceptional customer experience and
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achieving high customer satisfaction scores.

Exceeded customer-specified service levels for handle time.
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Learned, understood, retained, and regularly updated product and process

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knowledge.
Tracked, documented, and retrieved information in the call tracking database.
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Proactively called subscribers at the end of their subscriptions to offer renewals and
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reached out to non-subscribers to encourage resubscriptions.

May 2022 – Travel Consultant

August 2022 Holidayme
Cairo, Egypt Provided assistance to customers in planning and organizing their travel itineraries
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through various communication channels, including phone, chat, and email.

Utilized Salesforce to efficiently manage customer interactions, maintain records,
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and deliver personalized travel recommendations.

Resolved customer inquiries, complaints, and issues promptly and professionally,
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ensuring high levels of customer satisfaction.

Collaborated with airlines, hotels, and other travel partners to secure the best rates
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and accommodations for customers.

Stayed up-to-date with travel trends, promotions, and industry regulations to
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provide accurate and relevant information to customers.

October 2021 – Customer Service Associate

February 2022 Teleperformance
Cairo, Egypt Delivered exceptional customer service to retail customers, handling inquiries,
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complaints, and issues related to products.

Assisted customers with order placement, tracking, and returns, ensuring a smooth
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and satisfactory shopping experience.

 Collaborated with cross-functional teams, including logistics and fulfillment, to
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resolve customer concerns promptly and efficiently.

Maintained accurate and detailed customer records in the company's CRM system.
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Provided technical assistance focused on digital products, including

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troubleshooting streaming, account management, and device compatibility issues.

Utilized remote support tools and knowledge base resources to diagnose and
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resolve technical problems.

Escalated complex issues to the appropriate teams for further investigation and
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resolution.
Collaborated with the technical support team to identify and implement process
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improvements for an enhanced customer experience.

June 2021 – Travel Agent

September 2021 eDreams ODIGEO
Cairo, Egypt •Assisted customers in planning and booking various travel arrangements,
including flights, hotels, car rentals, and vacation packages.
•Considered customers' preferences, budget, and desired travel destinations to
provide personalized recommendations.
•Promptly and efficiently handled customer inquiries and resolved issues through
phone, email, and simultaneous chats.
•Utilized the booking system and other online platforms to search and compare
travel options, ensuring the best deals and availability for customers.
•Collaborated with airline, hotel, and car rental partners to secure reservations and
negotiate special rates for clients.
•Maintained accurate and organized records of customer interactions, bookings, and
payments.
•Stayed updated with industry trends, travel regulations, and destination
information to provide up-to-date and relevant advice to customers.

May 2018 – March 2021 Customer Service Team Leader

Cairo, Egypt Xceed
•Oversee performance and ensured alignment with client and internal objectives and
deadlines.
•Conducted regular shift briefings to maintain performance standards and address
any changes in process flows or client needs.
•Monitored and enforced adherence to schedules, minimizing absenteeism among
team members.
•Explained and communicated key performance indicators (KPIs) and performance
measuring parameters to team members.
•Identified performance gaps for individuals and created action plans to improve
overall performance.
•Recognized and rewarded high-performing team members.
•Acted as a company advocate, effectively communicating company goals,
objectives, and actions to team members.
•Worked to retain agents and create a positive work environment.
•Provided technical assistance to team members, both within the team and from
other teams, when needed.
•Identified and escalated process and team-level risks in a timely manner for
appropriate mitigation.
•Ensured adherence to operational metrics and client-specific service level
agreements (SLA) to achieve high client and end-user satisfaction.
•Effectively responded to escalated transactions and customer complaints, reporting
escalations as necessary.
•Supported the queue when needed, assisting with customer inquiries and resolving
issues.
•Prepared and submitted internal reports on team performance and metrics.
•Maintained personal adherence to operational metrics and client-determined SLA.
 Continuously monitored and analyzed agent-related metrics, providing actionable
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insights for performance improvement.

Enhanced personal knowledge of transaction handling processes (calls, emails,
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cases).
Stayed updated on organizational products, offers, and processes.
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Introduced or suggested process improvements based on knowledge and

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experience.

April 2014 – May 2018 Customer Service Representative

Cairo, Egypt Xceed
Responsible for answering incoming calls and providing personalized and quality
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assistance to clients.
Offered advice and services that met clients' needs.
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Acted as an ambassador of the organization's vision to provide the best possible

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customer experience.
Ensured customer satisfaction by exceeding their expectations and addressing any
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concerns or issues with professionalism.

Developed excellent communication and problem-solving skills to manage various
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customer situations.
Collaborated with other team members and departments to effectively resolve
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customer inquiries and provide seamless customer service.

Maintained accurate and detailed records of customer interactions and
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transactions.
Stayed updated on product knowledge and company policies to provide accurate
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information and recommendations to clients.

EDUCATION
2011 – 2013 B.S. Hotel, Restaurant and Tourism Management
Cairo, Egypt IAC International Academy

2003 – 2006 High School Diploma

Moroni, Comoros Lycée français Henri-Matisse

COURSES
July 2023 – present Human Resource Associate Professional Certificate
HRCI
Talent Acquisition
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Learning and Development

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Compensation and Benefits

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Employee Relations
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Compliance and Risk Management

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LANGUAGES
French English

Arabic Swahili