Ahmed TAREK

Experience

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  Vidéotron

  Dec 2010 - Nov 2012

  Call Center Customer Service Representative

  -Answering phones from customers professionally and responding to customer inquiries and complaints.-Researching required information using available resources.-Handling and resolving customer complaints regarding product sales to customer service problems.-Providing customers with the organization’s service and product information.-Processing forms, orders, and applications requested by the customers.Identifying, escalating priority issues and reporting to the high-level management.-Following up complicated customer calls where required. Show less

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  HSBC

  Nov 2012 - Jun 2013

  Back Office employer

  - Deliver to customer specifications/needs on time. -Ensure confidentiality of information is maintained - Ensure all information required by management is updated daily -Closing the banking account for clients and Credit Cards

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  Asser Hamza Law Firm

  Jun 2013 - Dec 2014

  Legal Associate
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  Youssry Saleh Law Firm

  Jan 2015 - Jul 2016

  Legal Associate
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  MM Law Firm

  Jul 2016 - Dec 2016

  Legal Associate
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  Vidéotron

  Dec 2016 - Jun 2017

  Technical Support Agent

  -Actively listen to customers to understand their issues or concerns-Provide daily technical support services for Internet , Mobile , Television and Phone-Receive customer calls to provide step-by-step guidelines for the resolution of a technical issue-Follow-up on customers to ensure their issues are completely resolved-Educate customers on the features of company products/services to minimize technical challenges

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  Decathlon Egypt

  Jun 2017 - Feb 2025

  -Follow and track the contact center performance and KPIs ( SLA, Answer Rate,First contact Resolution ).-Customer complaint handling over all channels ( phone, social media, Emails ).-Improving the quality of Answering the customers and following the call etiquette and soft skills.-Work with operations team to solve problems like difficult calls from angry customers.-Collect and Analyze call center statistics and adjust processes to meet or exceed goals.-Monitored customer service team performance metrics to track improvements and areas needing attention.-Prepared detailed reports on customer service trends and presented findings to senior management.-Managed complex customer complaints, resolving issues in a manner that promoted loyalty.-Facilitated training sessions for new staff on best practices in customer experience.-Introduced digital tools to enhance the efficiency of customer service operations. (Freshdesk)-Streamlined communication processes to ensure quicker response times to customer enquiries. (canned responses , chatbot).-Analysed customer feedback to identify areas for improvement and implement necessary changes. (Medallia).-Assisted in fulfilment of customer orders placed in person, via email, online and by telephone.-Maximised customer satisfaction by resolving service issues promptly.-Monitored customer surveys and feedback to develop corrective actions for service-related issues. Show less

  • Customer Experience Specialist

    Nov 2021 - Feb 2025

  • E-commerce Operations Agent

    Jun 2017 - Feb 2025
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  Concentrix

  Feb 2025 - now

  Technical Support Engineer