Ramez Amin

Customer Experience Manager for E-commerce & Logistics

• Job Details:Led the customer experience strategy for DP World's e-commerce platforms, managing the shipments delivery and courier handling for daily deliveries operations, returns, RTO’s and other communications and complaints resolution with customers and managers in the delivery companies. Managing a call center in Egypt, overseeing a team responsible for resolving customer queries related to the platforms. Delivered world-class customer service by streamlining complaint resolution processes. Identified root causes of customer complaints and implemented preventive actions to minimize future occurrences. Contributed to company strategy by developing initiatives to maximize revenue and reduce costs.

Sales Executive and Customer Experience

• Job Details:Delivered exceptional customer service by resolving passenger inquiries about tickets and services for Emirates Airlines call center. Exemplified problem-solving skills by resolving customer complaints efficiently at all stages of their travel journey. Consistently achieved or exceeded monthly sales targets, attracting new passengers through professional sales techniques. Led and supported a team of consultants, providing supervisory oversight by handling complex inquiries and escalated calls. Analyzed team performance through KPI reports, identifying areas for improvement. Delivered monthly and weekly briefings to discuss performance and growth strategies.

Call Center Agent

• Job Details:Provided exceptional customer service by addressing inquiries about Etisalat UAE's products and services. Championed customer satisfaction by proactively resolving complaints regarding services and products. Demonstrated leadership skills by handling escalated customer calls and ensuring prompt resolutions.