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Hossam Hefny, customer service representative

Hossam Hefny

customer service representative·Egyptian airport company

United Arab Emirates

Bachelor's degree, Administration And Information Systems

Work experience

Total years of experience: 17 years, 4 months

customer service representative

March 2020 - Present

Egyptian airport company

Alexandria, Egypt

March 2020 - Present

Supported over 150 daily customer inquiries and complaints related to travel and
logistics.
Contributed to a 20% improvement in customer satisfaction by providing effective
and timely solutions. Managed high volumes of calls while maintaining high
standards of efficiency and service quality.
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

store manager

June 2016 - February 2020

Vodafone - Egypt

Alexandria, Egypt

June 2016 - February 2020

Managed a team of 10 employees and achieved a 25% sales growth within one year.
Negotiated contracts with key clients, increasing annual profits by 15%.
Strengthened client relationships and effectively handled escalations to ensure
customer satisfaction.
Company industry:
Telecommunications
Job role:
Sales

customer care duty manager

January 2012 - May 2016

Vodafone - Egypt

Alexandria, Egypt

January 2012 - May 2016

Supervised daily operations, ensuring staff productivity and adherence to company
policies.
Led initiatives to improve process efficiency, reducing complaint resolution times
by 30%.
Collaborated with senior management to align departmental goals with
organizational strategies.
Company industry:
Telecommunications
Job role:
Customer Service and Call Center

executive sales

February 2009 - February 2012

Vodafone - Egypt

Alexandria, Egypt

February 2009 - February 2012

Contributed to budget development by monitoring revenue and cash flow.
Supported new employee training and ensured compliance with customer service
standards.
Company industry:
Telecommunications
Job role:
Sales

Education

Alexandria

May 2008

May 2008

Bachelor's degree, Administration And Information Systems

Egypt

Skills

Team Leadership
Expert
Team Leadership
Expert
Communication Skills
Expert
Communication Skills
Expert
Problem Solving
Expert
Problem Solving
Expert
Sales Management
Expert
Sales Management
Expert
Customer Service Skills
Expert
Customer Service Skills
Expert
communication skills
Expert
communication skills
Expert
team leadership
Expert
team leadership
Expert
customer service
Expert
customer service
Expert
operation management
Expert
operation management
Expert
problem solving
Expert
problem solving
Expert
Fitness Training
Expert
Fitness Training
Expert
Hospitality
Expert
Hospitality
Expert

Languages

English
Native Speaker
Arabic
Native Speaker

Training and Certifications

Certifications
Modern Methods of Planning
May 2023
management operations
Apr 2013
iso
May 2022

Hobbies

  • basketball player
    play in el atthad club