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original resume Shireef
1. Resume
Shiref Ezeldien
Egypt, Cairo
Mobile:01279548359,01065079780
Shireefezeldien1@hotmail.com
PERSONAL SUMMARY
A presentable, articulate and energetic Customer Service professional who loves getting things right for my customers
and making them happy. I have a long history of offering the highest level of service to clients both face to face,
online and over the telephone. I have an experience of providing a friendly and efficient service within a fast paced
and challenging environment. My key strengths lie in being tactful and diplomatic when dealing with difficult
situations, and in being a strong point of contact with customers. Right now I am looking for a suitable position with a
company that offers performance-driven individuals a place where they can build a successful career.
ACADEMIC QUALIFICATIONS
Bachelor of Commercial Sciences Business Administration Egypt May 2004.
Other Education &Courses
Computer skills: SAP & TKP Systems, Microsoft Office Apps, internet knowledge & skills.
Hotels operating system: (Fidelio 7.13, 7.14) & (Opera System) (COMSYS) & (Micros system).
Front Office Supervision & Management Course with Coral International Group.
Course with RAYA Group.Customer Care Professional advanced
Diving course** with ADIC.
& English (Fluent command).Arabic (Mother tongue)Language
KEY SKILLS AND COMPETENCIES
Can tactfully manage difficult or emotional customers.
Able to use appropriate words and tone when dealing with difficult customers.
Ability of creation and follow up the internal plans.
Strong problem solving, negotiation and time management skills.
Building customer relationships.
Excellent communication skills with variable people's levels.
Ability to communicate clearly and concisely, both orally and in writing, excellent listening skills,
identifying opportunities for improvement of customer service.
Autonomy and Reliability.
2. CAREER HISTORY
1 Ali & Sons Group,
VW & AUDI Service Center
Customer Service Coordinator
Duties;
Standardizing after Sales customers service procedures across the company.
Support service center team with customer's complaints.
Resolving escalated customer complaints to get them satisfaction.
Receive and record customer's satisfaction survey for final feedback.
Communicate with Middle East office to handle customers' complaints or inquires.
Handle Middle East office weekly, monthly reports.
Coordinating operational activities with reception supervisor and servic e manager.
Providing feedback to after sales manager in weekly and monthly basis.
2 Four Points for Construction & Real Estates Co
Customer Service Supervisor between 2012 /2014 in Egypt
Duties;
Directly supervising and coordinating the activities of all customer service employees.
Handling face-to-face enquiries from customers
Standardizing customer service procedures across the company.
Answering inbound calls and emails from customers.
Authorizing refunds or other compensation to customers.
Resolving escalated customer complaints or disputes.
Identifying areas for improvement.
Writing up accurate records of discussions or correspondence with customers.
Coordinating operational activities.
Delegating tasks to junior staff.
Providing feedback to management concerning possible problems or areas of improvement.
Performing any other job duties as assigned by the management.
Thorne Hotel as-3 MILLENNIUM Cop
In KuwaitFront Office Supervisor between 2009/2011
4 Coral International Hotel as
Night Auditor_ Reception Team Leader between 2006/2008 in KSA.
5 Sharm Tours & Tourism Co (Private Business) as
Guest Relations Manager between 2003/2005 in Sharm Elshikh _Egypt.
3. Falcon Hotel as6
Head Cashier between 2001/2003 in Sharm Elshikh _Egypt.
Restaurant Cashier between 1999/2000.
AREAS OF EXPERTISE
Customer Handling
Relationship building
Hobbies
Automotive activities
Swimming, General knowledge development
Personal Info
Date of birth: 04/05/1982
Nationality: Egyptian
Marital Status: Married
Dubai–Visa: Resident Visa
Dear Sir / Miss
Greetings,
My experiences, Academic qualifications, and extensive training make me a
valuable candidate for the vacant position in your Company as an Arabic Speaking
candidate,
I have a very good extensive experience in Customer service with among
different organizations and companies including but not limited with automotive
industry, 5 stars Hotels, Construction Companies, and Travelling & tourism
companies,
I'm highly trained, self-motivated, Spoke person, who's familiar with people
communication and traditions, especially in the GCC region
I hope I get a chance for an interview with your team to reveal more of my
personality, experiences and capabilities.
Shireef Ezeldien