Summary
Overview
Work History
Education
Skills
Timeline
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Ahmed Ibrahim Maarouf

Customer Care Specialist
Cairo

Summary

Successful CCR Specialist with 15 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.


Professional Customer Specialist motivated to provide highest quality customer experience. Strong administrative and organizational skills. Dedicated to increasing customer satisfaction and retention through efficient and accurate problem resolution.


Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

16
16
years of professional experience
4
4
years of post-secondary education

Work History

Customer Care Specialist

Huawei
Giza/Smart Village
07.2014 - Current
  • Streamlined operational efficiencies by managing accounts and contracts and processing system orders and cancellations.
  • Assessed and offered solutions to improve procedures and customer experiences.
  • Verified accuracy of customer account information and updated when necessary.
  • Maximized customer satisfaction by organizing [Product or Service] repairs, replacements and deliveries.
  • Responded to customer calls and emails to answer questions about products and services.
  • Identified customer issues with products or services, investigated causes and initiated resolutions.
  • Communicated with customers to identify needs and expectations.
  • Responded to customer inquiries via phone, email and web-based platforms.
  • Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
  • Provided customers with detailed information on company products, services and materials.
  • Developed policies to increase accuracy and resolution of customer care department.
  • Developed and implemented customer care policies, procedures and regulations necessary to satisfy customer base.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Requested escalation for unresolved issues.
  • Used exceptional communication to connect with customers, assess needs and present solutions.
  • Assisted in training new employees and participated in cross-training with other departments.
  • Kept accurate records to document service actions and discussions.

Customer Care Representative

Vodafone Egypt
Cairo
09.2007 - 06.2014
  • Logged call information and solutions provided into internal database.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Generated weekly and monthly reports to highlight customer service performance and measure milestones.
  • Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.
  • Analyzed customer feedback for process improvements to achieve long-term business objectives.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Education

Bachelor of Archeology - Archeology

Faculty Of Archeology - Cairo University
Giza
09.2002 - 05.2006

Skills

Client Service

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Timeline

Customer Care Specialist

Huawei
07.2014 - Current

Customer Care Representative

Vodafone Egypt
09.2007 - 06.2014

Bachelor of Archeology - Archeology

Faculty Of Archeology - Cairo University
09.2002 - 05.2006

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Ahmed Ibrahim MaaroufCustomer Care Specialist