Mohamed Nassif

[email protected] • 01064477200 • Cairo, C

PROFESSIONAL SUMMARY

Results-driven Customer Service Manager with extensive expertise in leveraging Amadeus and Salesforce platforms to enhance customer engagement and streamline operational workflows. Proven leader of high-performing teams, having implemented targeted training programs that increased productivity by 20% and elevated customer satisfaction scores by 15%. Skilled in managing social media and off-queue interactions, I develop and execute customer loyalty initiatives and prospecting strategies that consistently surpass sales targets. Dedicated to driving growth and innovation, I deliver measurable outcomes aligned with organizational objectives to maximize business success.

WORK EXPERIENCE

Customer Service (Social Media & Off Queue)
11/2021 - 12/2024
Almosafer International Travel and Tourism Company
• Led daily support for over 100 call-in and social media customers, achieving a 92% customer satisfaction rating through effective inquiry resolution and order processing
• Utilized CRM software (Zendesk) and social media platforms to track customer interactions, streamline responses, and reduce average handling time by 15%
• Provided actionable feedback to management on process improvements, contributing to a 10% increase in service efficiency within six months
• Maintained comprehensive product knowledge to deliver accurate recommendations, enhancing upsell opportunities and customer retention
Store Manager
01/2021 - 11/2021
Huawei Egypt
• Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees
• Recruiting, training, supervising and appraising staff
• Maintaining statistical and financial records
• Dealing with customer queries and complaints
• Maximizing profitability and setting/meeting sales targets, including motivating staff to do so
Customer Service Representative
11/2019 - 01/2021
Huawei Egypt
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
• Send and receive the spare parts to other stores and warehouse
• Prepare the daily reports
Sales Executive & Customer Service Representative
02/2018 - 10/2018
Etisalat Egypt
• Achieved sales goals and service targets by cultivating and securing new customer relationships
• Boosted sales revenue by cultivating strong client relationships and implementing effective sales strategies
• Delivered exceptional customer service, resulting in a high percentage of repeat business and client referrals
• Demonstrated expert product knowledge during client interactions, addressing questions/concerns confidently and offering solutions tailored specifically for them
Customer Service Representative
12/2015 - 01/2017
ALEF Bookstores
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
• Set up new customer accounts
Tele-Sales Representative
01/2014 - 03/2015
New Care Medical Company
• Communicate with customers on phone to provide them with updated items
• Negotiated pricing and payment terms with customers when possible to close deals
• Sell specific products and services to consumers

EDUCATION

License of Law
Tanta University - Tanta

SKILLS

Technical Skills: Reporting, Customer Loyalty Programs, Prospecting
Soft Skills: Leadership, Organization, Time Management, Creative Writing, Customer Service Best Practices, Social Media Moderation

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