Ahmed Zainelabdeen

F

Client Experience Specialist

FARFETCH,

Sep 2024 - Current (1 year 9 months)

• Respond to customer VIP requests and financial decisions • Assist the customers to meet their needs through being a link between the clients and the internal departments • Part of marketing and product team based on client preferances • Handling emails and chat channels

Client Experience Specialist

Tabby

Jan 2024 - Sep 2024 (9 months)

• Responding promptly to customer requests and inquiries • Effectively handling customer complaints and ensure follow ups and resolution • Handling business emails in a professional way • Maintain positive and empathetic attitude towards clients • Build strong relationships with customers and ensure customer satisfaction

Team Leader

Mashreq Bank

Jan 2023 - Jan 2024 (1 year 1 month)

• Contacting with customers through various channels ( inbound/ outbound) calls, emails and chats • Providing information about all bank products and services including Islamic banking • Respond to customer inquiries and emails within the time limits • Handle customer requests complaints and take nessessary actions and provide resolution • Handle customer escalations and keep a professional and empathetic attitude towards all clients • Issuing Liability letters, clearance letters, IBAN and account balance letters • Handling account opening and closure procedures • Handling loan postponement procedures • Follow up to ensure resolution and satisfaction

N

Relationship and Quality Assurance

National Bank of Egypt- NBE

Oct 2020 - Jan 2023 (2 years 4 months)

• Responding promptly to customer's requests via calls and emails • Coaching agents on quality parameters and KPI's • Calls and chat monitoring • Stay up to date with all banking procedures and campaigns • Maintain an empathetic and professional attitude towards all clients • Manage VIP customers escalations and complaints and follow up to ensure resolution and satisfaction • Assist clients through online banking journey and facilitating the process

V

SME Specialist and Quality assurance

Vodafone Egypt

Jan 2020 - Oct 2020 (10 months)

• Developed and implemented sales strategies to acquire new SME clients and retain existing ones. • Coordinated between teams and managed documentation to ensure workflow accuracy, supporting both internal staff and customer-related processes. • Handled reports and internal audits, following up on tasks and KPIs with different departments to drive performance. • Communicated effectively via email and internal platforms to maintain clear lines of communication. • Organized information, tracked performance, and maintained documentation accuracy to support operational efficiency. • Provided agents with coaching material, performance insights, and documentation, all executed remotely and digitally, reflecting responsibilities akin to

H

Client relationship officer

Hardrock International Hotel

Sep 2017 - Dec 2019 (2 years 4 months)

• Developed and maintained strong relationships with VIO guests through personalized communication and service. • Managed client bookings and coordinated with internal departments to ensure seamless guest experiences. • Handled email correspondence and follow-ups, demonstrating strong organizational and multitasking skills essential for effective client support. • Maintained guest records and administrative documentation, showcasing attention to detail and proactive communication. • Provided real-time support to both clients and team members, reflecting the core functions of a Virtual Assistant. • Worked with CRM tools and internal systems to ensure smooth operations, highlighting the importance of time management and communicatio

Ahmed Zainelabdeen

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