Mostafa Haloum
London,GREATER LONDON
Summary
Dedicated customer service professional skilled in resolving complaints with empathy and professionalism. Manages high-volume interactions through various channels, ensuring prompt issue resolution and maintaining customer trust. Collaborates with internal teams to enhance service delivery and address client needs.
Overview
2
2
Languages
13
13
years of professional experience
Work History
Resolution Officer
Engage Service
London, GREATER LONDON
03.2024 - Current
- Managing and owning a caseload.
- Conducting thorough impartial investigation.
- Working within response deadlines and adhering to team SLA’s/ KPI’s.
- Liaising with customers and internal departments via phone, Microsoft teams and email and letter.
- Challenge decisions of internal departments.
- Ensuring information is carefully documented and systems are updated.
Customer Services and Sales Agent
Loreal Company
London, GREATER LONDON
09.2022 - 02.2024
- Handled customer complaints with empathy and professionalism, resolving issues promptly to maintain trust.
- Handled high-volume telephone calls to address and resolve customer queries.
- Informed customers of promotions and special offers to increase sales and revenue.
- Assessed customer needs through detailed consultations, recommending products that perfectly matched their requirements.
- Listened to individual complaints with open mind and asked detailed questions to understand issues.
Training Coordinator
Air Charter Service/Heathrow Airport
London, GREATER LONDON
08.2021 - 08.2022
- Measured quality and effectiveness of training programmes using established methods.
- Scheduled meetings with management to assess concepts requiring additional instruction.
- Act as the first point of contact for employee queries in relation to training.
- Prepared engaging, useful course resources and materials, enhancing participant understanding and competence.
- Conducted performance evaluations to assess skills and progress of employees.
Retail Store Assistant
JD Sports
London, GREATER LONDON
01.2021 - 07.2021
- Helped customers locate items they needed.
- Kept shelves neat, clean and organised through visual merchandising.
- Managed stock levels on the shop floor, replenishing items to maintain availability.
- Maintained a tidy and safe shopping environment, adhering to health and safety regulations.
- Replenished items and organised displays to keep stock looking professional.
Branch Manager
Food and Beverage
London, GREATER LONDON
01.2020 - 12.2020
- Managed daily operations of branch, overseeing staff performance and customer service standards.
- Maintained high levels of customer satisfaction through exceptional service and prompt resolution of complaints.
- Conducted regular staff meetings to communicate targets, performance expectations, and company updates.
- Developed and implemented strategies to increase sales and profitability within the branch.
- Oversaw recruitment, training, and development of staff to enhance branch productivity.
Assistant Manager
Mezza Me Restaurant
London, GREATER LONDON
01.2018 - 09.2019
- Monitored staff performance and developed improvement plans.
- Trained new employees on company policies, customer service excellence, and sales techniques.
- Coordinated with senior management to implement strategic plans for revenue growth.
- Resolved escalated customer complaints by offering practical solutions and maintaining professionalism.
- Oversaw daily operations, including opening and closing procedures, to maintain store standards.
- Led weekly staff meetings to discuss targets, performance improvements, and customer feedback.
Cafe Barista
Coffee Republic
London, GREATER LONDON
05.2017 - 05.2018
- Maintained clean, tidy drinks preparation areas, minimising risk of accidents.
- Maintained high standards of hygiene and cleanliness throughout the café, regularly sanitising surfaces and equipment.
- Cleaned and sanitised work areas, utensils and equipment.
- Maintained clean, hygienic food service counters through regular sanitisation.
- Prepared and served hot and cold beverages, including fresh coffee, espresso drinks and brewed teas.
Teaching Assistant In Primary School
Al-Farouk School
Tripoli, Lebanon
10.2013 - 07.2014
- Helped teachers monitor playtime activities during break times.
- Supervised children during activities and play, helping maintain safety and proactively address behavioural problems.
- Maintained a safe and tidy classroom, adhering to health and safety guidelines.
- Assisted teachers in managing class behaviour using positive reinforcement and rewards schemes.
- Managed behaviour within the classroom, promoting a positive and productive atmosphere for all pupils.
Education
Bachelor of Business Administration - Aviation/Airlines and Airports Management
University of West London
London01-2023
A-Levels - Level 1/English Language
Lambeth College
London01-2018
GCSEs - Humanities Baccalaureate
Al-Farouq School
Tripoli/Lebanon01-2013
Skills
- Customer service
- Conflict resolution
- Problem solving
- Conflict management
- Relationship management
- Communication skills
- Teamwork
Languages
Arabic
First Language
English
Advanced
C1
Hobbies and interests
- Travelling
- Cooking
- Hiking
- Gaming
- Volunteering
- Gardening
- Learning
Timeline
Resolution Officer
Engage Service
03.2024 - Current
Customer Services and Sales Agent
Loreal Company
09.2022 - 02.2024
Training Coordinator
Air Charter Service/Heathrow Airport
08.2021 - 08.2022
Retail Store Assistant
JD Sports
01.2021 - 07.2021
Branch Manager
Food and Beverage
01.2020 - 12.2020
Assistant Manager
Mezza Me Restaurant
01.2018 - 09.2019
Cafe Barista
Coffee Republic
05.2017 - 05.2018
Teaching Assistant In Primary School
Al-Farouk School
10.2013 - 07.2014
Bachelor of Business Administration - Aviation/Airlines and Airports Management
University of West London
A-Levels - Level 1/English Language
Lambeth College
GCSEs - Humanities Baccalaureate
Al-Farouq School