My CV

1. Akram Eid
CUSTOMER RELATIONSHIP MANAGEMENT
Expertise in Client Interaction and Issues Resolution with hands-on experience in
business operations in Global Marketplaces; targeting assignments in Customer
Relationship Management, Front-end Operations, Digital Marketing with
an organization of high repute, preferably in UAE
Profile Summary
 Offering over 6 years of experience in Customer Care Operations, Front
Desk Operations & Client Interaction
 Excellence in managing end-to-end process operations with focus on quality
deliverables; expertise in managing a huge number of inbound/outbound calls
 Highly skilled at meeting & setting KPI targets and resolving customer queries
with hands-on experience in upselling products
 Proficient in ensuring clear lines of communication, close collaboration with
capability to quickly bring right talent to daily operations issues
 Keen customer centric approach with skills in addressing client priorities and
resolving escalations within prescribed TAT, thereby attaining client delight &
high compliance scores; competent in warehousing and front office operations
 Expertise in recommending improvements to functionality, creating and
delivering quality services; proven capabilities in digital marketing
 Cross-functional team player with excellent interpersonal, communication,
analytical and planning skills with proven capabilities in people and client
relationship management
Education & Certification
 Bachelor of Accounting from Zagazig University, Egypt in 2012
 ICDL (International Computer Driving License) Certification
Professional Experience
Cupola Teleservices Ltd., Dubai as Call Center Agent
Feb’18 – Apr’19
Key Result Areas:
 Attended inbound and outbound calls and resolved customer queries as per the
provided communication scripts for different topics/issues
 Coordinated with customers to assess their needs; conducted research on
issues and provided relevant solutions as per the information provided
 Upsold products to customers by assessing their needs and effective pitching
 Developed & maintained business relationships with customers
 Managed calls database by maintaining all recorded conversations
 Attended educational seminars & regular training sessions to improve process
knowledge and performance level
Highlights:
 Received Certificate of Recognition for Best Quality Score in Aug’18
STC Channels, Saudi Arabia as Store Operation Officer
Jun’15 – Dec’17
Key Result Areas:
 Controlled stockroom inventory; maintained and documented inventory
 Led warehouse management functions; monitored receiving, unloading &
shelving of supplies; regulated stock by ensuring proper labelling, pricing,
packaging and returning of supplies
 Assured quality of deliveries by inspecting damages & discrepancies;
Al Maktoum Hospital Street, Dubai
+971-562701276
akrameid09@gmail.com
https://www.linkedin.com/in/akra
m-eid-751b5974/
Core Competencies
Client Servicing
Customer Support & Retention
Process Improvement
Inbound/Outbound Tele-calling
Issues/Escalation Management
Front Desk Operations
Reports & Documentation
Customer Relationship
Management

2. communicated with teams for reimbursements and recordkeeping
 Managed stock rotation and coordinated for disposal/returns of surpluses
 Documented complete stock and supplies status; generated report and shared
the same with internal teams and stakeholders
 Spearheaded complete Freight Management functions including movement of
equipment and minor repairs
 Submitted daily reports to higher management and internal teams for sales,
collections, bank deposits
 Reconciled stocks on weekly basis, aging of receivables and conducted monthly
sales analysis; generated report on the same and shared it to Head Office
Highlights:
 Received appreciation for supporting the sales target in the company for the
year of 2016
NSBA Association, Egypt as Customer Service Representative
Nov’13 – May’15
Key Result Areas:
 Interacted with customers for product description & generated potential leads
 Coordinated with clients for information required for account opening;
maintained complete customer data for future references
 Identified and resolved customer complaints by assessing reason of complains
and providing best possible resolutions; followed up with clients for query
resolutions and expedited corrections
 Processed customer adjustments, recommended potential products to services
& management as per customer needs; maintained customer financial accounts
 Prepared product/services reports based on customer information
Misr Life Insurance, Egypt as Marketing Assistant
Dec’12 – Sep’13
Key Result Areas:
 Complied and shared financial & statistical reports such as budget spreadsheets
 Analyzed questionnaires, wrote reports & company brochures
 Organized & hosted customer visits & presentations
 Assisted internal teams in promotional activities
 Coordinated with customers and external agencies
 Conducted market research for customer & market insights
Personal Details
Date of Birth: 22nd
August 1989
Languages Known: Arabic and English
Marital Status: Unmarried
No. of Dependents: 0
Nationality: Egyptian
Valid Visa: Employment Visa for UAE
Passport Details: A14265439 (Valid till – 4th
February, 2022)
Driving License: Egyptian (Private - Light Vehicle)
Address: Lulu Gam Building, M-13, Al Maktoum Hospital Street, Dubai
Soft Skills
Change Agent
Collaborator
Communicator
Planner
Thinker
Innovator
Career Timeline
IT Skills
 Microsoft Office Suite
 Windows
 Oracle Financial
 CRM
Feb’18 –
Apr’19
Cupola Teleservices Ltd.,
Dubai as Call Center Agent
2015-
2017
2013-
2015
2012-
2013
STC Channels, Saudi Arabia
as Store Operation Officer
NSBA Association, Egypt
as CSR
Misr Life Insurance, Egypt
as Marketing Assistant