Mohamed Nader
Alexandria
Summary
I have a strong background in customer service and support roles, with experience in telecommunications and e-commerce industries. I excel in providing exceptional customer service, resolving issues effectively, and maintaining strong communication. I am adaptable, thrive in fast-paced environments, and possess strong time management and multitasking abilities. Collaborating with cross-functional teams comes naturally to me. Overall, I bring valuable skills and experience to excel in customer-focused roles.
Overview
5
5
years of professional experience
Work History
Technical Support Advisor
Concentrix Distributel Canada - Primus Department
08.2023 - Current
- Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails.
- Improved overall user experience by providing personalized assistance based on individual client needs.
- Installed, configured and maintained computer systems and network connections.
- Streamlined support ticket handling process for faster response times and higher customer satisfaction levels.
Chat Support Representative
Talabat
06.2022 - 12.2022
- Handled inbound customer chat conversations from various websites.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Remedied issues quickly and within parameters of company-mandated policies and procedures.
Customer Service Representative
ProFlowers
02.2021 - 05.2022
- Seasonal Campaign Support: Provided vital support during high-volume periods, specifically the Valentine's Day and Mother's Day campaigns, ensuring timely delivery and customer satisfaction during these peak-demand periods.
- Order Processing and Fulfillment: Managed the processing and fulfillment of customer orders, including accurately capturing order details, arranging product assembly, coordinating with floral designers or suppliers, and coordinating with logistics partners to ensure timely and accurate delivery.
- Customer Service and Issue Resolution: Assisted customers with inquiries, order modifications, and addressing any issues or concerns. Ensured prompt and effective resolution of customer inquiries or complaints to maintain customer satisfaction and uphold ProFlowers' reputation for exceptional service.
- Quality Assurance: Conducted quality checks on floral arrangements and gift items to ensure they met ProFlowers' standards of excellence and customer expectations. Acted swiftly to address any quality concerns and ensure the delivery of fresh, high-quality products.
Customer Service Representative
Altice Account
06.2020 - 09.2020
- Troubleshooting and Issue Resolution: Diagnose and troubleshoot customer issues related to internet, television, mobile services, and voice services. Effectively resolve problems by providing accurate information, step-by-step instructions, and technical assistance.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Complaint Handling: Handle customer complaints with empathy, patience, and professionalism. Actively listen to customer concerns, investigate issues, and work towards fair resolutions.
- Documentation and Record-Keeping: Accurately document customer interactions, inquiries, and resolutions in the customer relationship management (CRM) system. Maintain comprehensive and up-to-date customer records.
Education
Bachelor of Science - Finance
Faculty of Business
Alexandria, Egypt2024
Skills
- Customer Service
- Communication
- Problem Solving
- Adaptability
- Time Management
- Sales and Upselling
- Documentation and Record-Keeping
- Teamwork and Collaboration
- Product Knowledge
- Multitasking
Languages
Arabic
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Technical Support Advisor
Concentrix Distributel Canada - Primus Department
08.2023 - Current
Chat Support Representative
Talabat
06.2022 - 12.2022
Customer Service Representative
ProFlowers
02.2021 - 05.2022
Customer Service Representative
Altice Account
06.2020 - 09.2020
Bachelor of Science - Finance
Faculty of Business
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