Alaa Mahmoud Farag
Toronto,ON
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships, top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Strong problem-solver dedicated to promote organizational efficiency.
Overview
4
4
years of professional experience
Work History
Technical Support/Customer Service Representative
Sony (Middle East)
12.2014 - 09.2015
- Handled all customer inquiries within the Emailing and Mobiles team.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving conflicts
Technical Support Representative
Teleperformance (Samsung, UK & Ireland Project)
11.2011 - 12.2014
- Responding to incoming customer inquiries via telephone, providing comprehensive assistance including registration, email setup, physical line signal testing, modem and filter installation, as well as troubleshooting for email, browser, and modem issues.
- Collaborating with various internal departments to efficiently address and resolve customer concerns.
- Documenting customer interactions and resolutions using computerized systems.
- Compiling and generating reports, as well as managing paperwork processing.
- Escalating complex customer issues as necessary for swift resolution.
- Demonstrating exemplary verbal and written communication skills in all customer interactions.
- Upholding a high standard of professionalism and confidentiality in all interactions.
- Ensuring adherence to customer service best practices within the team.
- Preparing, maintaining, and submitting reports to relevant managers as needed.
- Managing complaint handling processes effectively, ensuring timely resolution and customer satisfaction.
- Reporting to senior management or personnel as required, providing updates and insights on customer service operations.
Education
Certificate - Autodesk Civil 3D
Cairo University
Cairo, EgyptProfessional Diploma - Marketing
Benha University
Cairo, Egypt04.2015
Bachelor's of Engineering - Survey Engineering
Benha University
Cairo, Egypt04.2011
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
Languages
English
Full Professional
Arabic
Native or Bilingual
Timeline
Technical Support/Customer Service Representative
Sony (Middle East)
12.2014 - 09.2015
Technical Support Representative
Teleperformance (Samsung, UK & Ireland Project)
11.2011 - 12.2014
Certificate - Autodesk Civil 3D
Cairo University
Professional Diploma - Marketing
Benha University
Bachelor's of Engineering - Survey Engineering
Benha University
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