Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic
Said Afifi

Said Afifi

Dubai

Summary

Enthusiastic Senior Customer Service Representative with more than 10 years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.

Overview

11
11
years of professional experience

Work History

Senior Customer Service Representative

Etisalat Ajman (high value customers, vip, nobles and sheikhs)
11.2020 - 05.2024
  • Handled high call volumes, live chat, Email with accuracy and efficiency for optimum productivity
  • Developed profitable relationships with high-spending clientele by successfully employing rapport-building techniques
  • Escalate customer issues to the appropriate department or manager as needed
  • Collaborate with other departments to resolve customer issues and concerns
  • Contribute to team goals and initiatives to improve customer satisfaction and retention
  • Provide feedback to management on customer issues, concerns, and trends
  • Knowing our products inside and out so that you can answer questions.

Relationship Officer

Adcb Bank
12.2017 - 11.2020
  • Advised customers about new products and assisted customers in determining best product for needs.
  • Informed clients of policies and procedures.
  • Generated leads for sales and rental properties through cold calls and referrals.
  • Presented feedback to management on customer service trends and improvement areas.

Counter Staff | Teller

Uae Exchange Centre Llc
12.2015 - 11.2017
  • Reduced transaction errors with meticulous attention to detail in handling cash and recording transactions.
  • Utilized advanced computer software to execute foreign exchange transactions quickly and accurately while reducing manual errors.
  • Assisted clients with diverse currency needs, ensuring smooth international travel experiences.
  • Balanced daily cash drawers, ensuring accurate accounting and timely reporting for financial audits.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.

Bank Teller Intern

Saib Bank
10.2013 - 09.2015
  • Developed strong rapport with clients by actively listening to their concerns and providing helpful solutions tailored to their needs.
  • Promoted a positive work environment by offering assistance to fellow interns when needed, fostering teamwork within the bank branch.
  • Assisted in reducing wait times for customers through effective queue management and timely service.
  • Handled high volumes of transactions with precision, minimizing errors while maintaining excellent customer service standards.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.

Education

Bachelor - Accounting

Menofia University
06.2011

Mini MBA - Business Administration

Cairo University
06.2010

Skills

  • Industry Knowledge
  • Escalations
  • Workload Management
  • Team Management
  • Problem Solving
  • Troubleshooting technical, CIM, CBCM, MOTIVE
  • Microsoft Office
  • Bilingual customer support
  • Staff education and training
  • B2B SaaS
  • CRM
  • Customer Support
  • Payment Processing

Languages

Arabic
Bilingual or Proficient (C2)
English
Advanced (C1)

Timeline

Senior Customer Service Representative

Etisalat Ajman (high value customers, vip, nobles and sheikhs)
11.2020 - 05.2024

Relationship Officer

Adcb Bank
12.2017 - 11.2020

Counter Staff | Teller

Uae Exchange Centre Llc
12.2015 - 11.2017

Bank Teller Intern

Saib Bank
10.2013 - 09.2015

Bachelor - Accounting

Menofia University

Mini MBA - Business Administration

Cairo University

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Said Afifi