Senior Account Advisor (London Cab – Limozeenak - SIXT)
Abou Ghaly Motors Integrated Mobility Solutions
Total years of experience :15 years, 0 Months
• London Cab: managing bookings for individuals or corporate via phone calls, mails, or application.
• Limozeenak: managing bookings for individuals via phone calls, or corporate mails, and website.
• SIXT: managing Car Rental for individuals or corporate via phone calls, mails, and application inside Egypt
and abroad.
Samsung mobile apps and services technical support
• Achieving growth and hitting sales targets by successfully managing the sales team.
• Designing and implementing a strategic sales plan that expands company’s customer base and ensure
its strong presence.
• Managing recruiting, objectives setting, coaching and performance monitoring of sales representatives.
▪ Customer service: Respond quickly and accurately to customer inquiries while maintaining
quality and performance and keeping FCR of 7 days.
▪ Technical support: solving customer technical issues or arranging technical visits while
maintaining quality and performance and keeping FCR of 7 days.
▪ Retention: trying to retain cancelled customers or encouraging them to renew if not cancelled or
even upgrade.
▪ Callback: calling customers to follow up and explain any inquiry or solving any problems they
may have to insure they have 100% satisfaction.
▪ Back Office: Managing and handling assigned tasks on system according to Standard Operating Procedure.
▪ Chat Customer Service: communicate via Zendesk chat in a professional manner. Respond quickly and
accurately to customer inquiries while maintaining quality and performance.
▪ Complaint management specialist: complaint handling - manage refund reports - investigating
Reviews.
▪ Managed a high-volume workload within a deadline-driven environment. Resolved an average of 300
inquiries in any given week and consistently met performance benchmarks in all areas (speed,
accuracy, volume).
▪ Became the lead “go-to” person for new reps and particularly challenging calls as one of the
company’s primary trainers of new and established employees.
▪ Helped company attain the highest customer service ratings (as determined by COPC auditors) --
earned 100% marks in all categories including communication skills, listening skills, problem
resolution and politeness.
▪ During switching team leaders on my team, I was reporting to the account manager and acting as team
leader since I was team leader delegate.
Handle Site billing questions and payment /service requests, Workers payments, support engineers with
their job by supervising on workers.
Handle Patient/Doctors inquiries, surgery reservations, billing questions and payment.
my graduation project was a website about Microsoft and its owner.