Wael Gomaa Email & Phone Number

مصر

Cairo, Egypt

• Supported and supervised a team of 15 customer service professionals.• Handling customers from the rescheduling of payments adding supplements, adjusting instalments• Handling customers complaints till they are solved• Conduct admin. jobs inside dep. (data entry-faxes-emails –filing- meetings)• Conducting of the loyalty program• Issuing refunds or compensation to customers;• keeping accurate records of discussions or correspondence with customers• Improving customer service procedures, policies and standards for your organization or department• Follow up with the site progress of units till the delivery stage to the company• Delivering units to customers with all needed procedures from issuing delivery papers & maintenance payments.

Cairo, Egypt

- Exceeded team goals and collaborated with staff members to implement customer service initiatives.- Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.- Established and updated work schedules to account for changing staff levels and expected workloads.- Processed payments and applied to customer balances.- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.- Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.- Kept abreast of new company products and services to effectively answer questions and resolve complaints.- Monitored customer service operations to assess agent performance and provide feedback.- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.- Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.- Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.- Contacted customers to collect outstanding payments via one-time or negotiated instalment methods.- Documented conversations with consumers and research into accounts.- Identified needs and provided training to clarify expectations of collections agents.- Trained collections agents and reviewed work to reach compliance with legal requirements and company policies.- Researched accounts and completed due diligence to resolve collection problems.

Cairo, Egypt

- Processed, scheduled and executed customer orders for new and established customers.- Strategically scheduled team members to maintain optimal staffing levels for expected customer loads.- Informed customers of product, price and policy changes to educate on issues and resolve concerns.- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.- Learned and maintained an in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.- Engaged clients in person and over the phone to answer questions and address complaints.- Followed up with customers regularly via phone and email to obtain payments and schedule services.- Maintained accurate and current customer account data with manual forms processing and digital information updates.- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.- Used scripted conversation prompts to convey current account information and obtain payments.- Discussed options with delinquent clients in terms of proposed solutions or foreclosure.- Negotiated to collect the balance in full.- Achieved performance goals on a consistent basis.- Researched accounts and completed due diligence to resolve collection problems.