Ahmed Saraya
Customer Service Manager - NSW
Sydney,NSW
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
9
9
years of professional experience
Work History
Customer Service Manager
Pacific National
01.2020 - Current
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Championed technology adoption among team members, integrating tools that aided in delivering faster results for customers without sacrificing quality.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
Customer Service Representative
Sydney Trains
02.2015 - 12.2019
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Trained staff on operating procedures and company services.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Skills
Schedule Coordination
Product and service solutions
Professionalism
Microsoft Outlook, Word, and Excel
Deadline-oriented
Active Listening
Feedback collection
Call Center Management
Relationship Building
Reliability
Adaptability and Flexibility
Exceptional telephone etiquette
Complaint resolution
Interpersonal Skills
Strategic Planning
Timeline
Customer Service Manager
Pacific National
01.2020 - Current
Customer Service Representative
Sydney Trains
02.2015 - 12.2019