Hardworking Customer Service, Sales & Technical Support Leader with
Ahmed Mohsen More than 10 years of experience in multinational organizations, Being a
Senior Customer
Service & Tele-Sale
Team Leader –
Supervisor
Contact
Address
Dubai, DU, 341444
Phone
971522214959
E-mail
amohsen.uk@gmail.com
Skills
Time management
Customer oriented
Teamwork
Researching & Self-Learning
Technical Capabilities &
Troubleshooting Expert
Software & Applications
Motivated & Goal oriented
reliable asset with extensive knowledge and skills.
Looking for a position in a challenging and a professional environment,
where I can contribute to the growth and development of the
company and enhance my multitasking abilities.
Work History
2016-01 - Senior Call Centre Team Leader/ Supervisor
Current [Customer Service & Tele-Sales]
ADIB – Abu Dhabi Islamic Bank, Dubai.
• Leading and directing a team of customer service
professionals, to achieve the bank's targets.
• Managing teams' performance, attendance, call
quality, achievements and KPIS sat by the
management, while Adjusting agents schedule to
adapt with Service level intervals & make sure we
achieve the required service Level Target.
• Implement and Develop policies, procedures & work
with the product team to enhance products & come
up with new promotions based on customer's survey.
• Maintained customer satisfaction with forward-
thinking strategies focused on addressing customer
needs and resolving concerns.
• Train my team to resolve customer’s issues, create
Solutions, and new ideas by motivating them.
• Following up on cases, validate and resolve
complaints against call centre department.
• Manage retention by communicating directly with
customers who have issues with the bank involves
customers who wish to cancel their accounts for a
variety of reasons.
2012-12 - Senior Customer Sales and Service
2015-12 Executive
Emirates Airlines, Dubai Academic City, Dubai
• Established excellent sales ability and strong
interpersonal skills with confident and persuasive
approach while answering customers inquiries on
tickets prices, travel packages, and other services.
 • Assisting customers by booking their tickets on the
best route/price base, promoting to business & first-
Languages
class tickets and Emirates holidays packages.
• Reissuing tickets, upgrading passengers, offering
English – Fluent
airport information such as, passport & visa validity,
travel baggage weight & traveling timing.
Arabic - Native
• Work in cooperation with other departments: case
follow-up, flight distribution assistance and others.

Courses • Assisting travel agencies on consulting, pricing &

Time Management airport support.

2010-07 - Customer Service and Sales Executive

Leadership Skills 2012-07 OSN - Orbit Showtime Network, Dubai
• Explaining technical information in clear terms to
Advanced Excel non-technical individuals to promote better
understanding.
• Following up with clients to verify optimal customer
Silver Bullet – US Tele-Sales
satisfaction following support engagement and
problem resolution.
Essential work from home • Documenting all transactions and support
interactions in system for future reference and
addition to knowledge base.
Hobbies
• Training new joiners on OSN Channel Packages,
Receiver Technicalities, and monitoring their
Gaming
performance while on probation.
• Responsible for meeting sales targets by Promoting
Cooking OSN products, Channel Packages & services
• Guiding the customers to Choose their Packages
Heavy Lifting Exercise and deliver a superior quality of service.

2007-12 - Customer Care – Tele-Sales Agent

2009-08 Vodafone, Cairo, Egypt
Personal Details
Date of birth Education
July 2nd - 1985

Nationality 2002-09 - Bachelor of Law: Law Enforcement

Egyptian 2006-10 Ain Shams University - Cairo, Egypt
Marital Status 2006-11 - English Conversation Diploma : British
Married 2007-11
Literature
British Consul - Cairo, Egypt