Khaled Samy

Contact Centre Supervisor at Dnata Emirates Group

Dubai, United Arab Emirates

Dnata Emirates Group

Oct 2017 - Present -7 yrs, 9 months

Etisalat UAE

Sep 2015 - Sep 2017 -2 yrs

United Arab Emirates , Ajman

Job Details:• Maintain record of daily data communication transactions, problems and remedial action taken of all active investigations and prioritize workload. • Contact customers directly to gather information for troubleshooting. • Follow-up with customers until the issues are successfully resolved. • Resolve customer’s questions, issues and complaints. • Send a daily report with the handled issues that reported by the customer. • Address the negative feedback by the customer immediately. • Work on the complaints and escalations and solve it to restore the customer trust.

Vodafone Ireland

Aug 2014 - Aug 2015 -11 months

Job Details:• Handle customer inquiries, complaints, billing questions, handling quality tasks and payment extension/service requests. • Advise customers by providing information on products. • Demonstrating and presenting products. • Negotiating contracts and packages. • Prepare and deliver appropriate presentations on products and services. • Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. • Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs.