Executive
Emaar Properties
Total years of experience :0 years, 0 Months
- Recognizing the need and establishing the escalation division as a separate entity within the Contact Center.
- Responsible for creating the Escalation matrix (a set of procedures and chain of contacts from other departments) that cut
the response time in half and increased customer satisfaction.
- Created a system to ensure that all customer escalations and complaints are tracked from beginning to end.
- Resolving 98-100% of the monthly individual escalations and 80% of all cases hence contributing to increment of the
annually resolved cases.
- Being one stop-shop for online application requests (Transfers, Mortgages, Plot Confirmations..etc.)
- Training and developing of the escalation team.
- Serving as a support to the contact center team in regards to the product knowledge and assistance to customers.
- Preparing escalation team performance reports by collecting, analyzing, and summarizing data and trends.
Answering client in-bound calls with high level of courtesy, and implementing business initiatives causing a high level of
customer service.
- Identifying and analyzing the escalations based on the nature of the complaint and finding the right department qualified for
that task.
- Achieving 100% quality rating performance on monthly basis, by providing one-call resolution to all clients.
- Acting team leader and managing the floor in absence of the team leaders and helping junior stuff members as a resource of
information all the time.
- Assisting online multiple clients with questions by providing guidance via web chat sessions..
- Maintaining updated knowledge in products, and Interactive Voice Response (IVR).
- Working effectively within the team and contributing to a healthy motivated team-oriented environment.
- Adhering with the company’s quality analysis measurements to ensure quality of work and high standards of client service.
Answering incoming calls and responding to customer’s emails.
- Researching, identifying and resolving customer complaints using applicable software.
- Performing data entry services for the company in regards to punching in customer information and successful sales.
- Provide product and service information to customers.
- Processing orders, forms, and applications.
- Recognizing, documenting, and alerting the management team of trends in customer calls.
- Immediate follow ups on customer calls where necessary.
- Completing call logs and reports.
Ahmed Dahy’s Resume 2
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Responsible for selling insurance retail products within banks database.
- Responsible for Customer Service & applying Complaints management techniques.
- Contributed to the overall business objective in line with the company’s Vision & Mission.
- Handled telemarketing, customer service and selling investment, saving & insurance policies.
- Executed daily operations of promoting company’s products & services.
Ensured the preparation of auditing report for taxes.
- Checked all documentation and contents of financials with the purpose of abiding by the taxes laws, and cross checking that
all calculations are correct.
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- Appreciation Letter for
courses: Professional Trainings: - Bachelor Degree in