Mohanad Osman Email & Phone Number

Dubai, Ae

Dubai, United Arab Emirates

Dubai, United Arab Emirates

Initiating and planning the customer support process by creating a knowledge base and setting up supporting tools.Working with executive management teams to align policies and systems with the company's objectives.Working closely with other departments within the company to ensure proper handling of customer support issues.Assist customers with transactions, bank transfers, international transfers, E-payments and cashback gift cards.Technical support and diagnosing technical problems and resolving issue with short time frame vie Emails/Calls.

Dubai, United Arab Emirates

Managing and maintaining positive relationships through service delays/quality issues.Expedite, confirm, and follow up to ensure services are completed correctly.Update ticket system and document all developments for positive resolutions.Handling all complaints ticket types coming from the frontlines and other departments by giving the final resolutions for all VIP loyalty customers.

Dubai, United Arab Emirates

Analyzing customer complains and providing them with resolution and resolving their complainsReaching out customers and offering them an extra mile to meet their specials requests and fulfill them to meet customer happiness and satisfaction.Following end to end with customers to reach their satisfaction. Investigating the cause of the issue and making sure it will not occur again.Handling high-level escalations and concerns from CEO and Chairman's office.Evaluating agent's critical issues.Reporting quality coach + all escalation specialist tasks: Customer service Solving shipments issues Following & solving customers complain Monitoring agents calls.Conducting staff training if necessary.Preparing escalation reports Marketing new services to loyal customers.

Dubai, United Arab Emirates

CE Email, chat and WhatsApp.Handling customer concerns vie Email, Chat, and WhatsApp.Resolving customer issues and meeting customer satisfaction.

Dubai, United Arab Emirates

Managing team.Maintaining SLA to provide taxpayers the satisfaction needed.Managing & coaching team tasks and briefing them on a weekly basis.Generating sheets and reports to fully understand what are the most cases we receive on a daily basis.Team leading in terms of adherence, performance, and meeting accepted targets.

Khartoum, Sudan

Handle incoming customer calls using a variety of techniques and platforms.Quickly and efficiently able to input, update, delete, add, and amend customer data into Zain's CRM.Handle customer quires, complaints, and concerns in a professional manner, insured compliance with all applicable policies, and regular requirements on information security.Maintained contact center standards for customer service levels.Achieved first position on monthly KPI report (July 2016).

Al-Riyadh Governorate, Saudi Arabia

Achieving the assigned sales target.implement activity on time as per agreed criteria in prime location.Manage ordering progress with the following-up on delivers.Keeping track of promotion plan and execute.Provide required reports as per schedule.

Bachelor'S Degree, Information Technology Network And Security Track

Bachelor Of Science - Bs, Information Technology