Bishoy Momtaze

• About My Role:
  As a Customer Relations Specialist at BMW Australia, I played a pivotal role in managing both inbound and outbound calls, contributing to the overall customer experience and interactions, focusing on sales activities, service bookings, service package leads and extensions. My responsibilities were centered around ensuring the effective fulfillment in the service team of BMW dealerships across Victoria and South Australia and the needs for high end clients and businesses.
• Key Responsibilities:

Inbound Call Management:

Responded to customer inquiries and concerns via phone promptly and professionally.
Provided product information, addressed service-related issues, and offered assistance to enhance the customer experience. Demonstrated empathy and patience, actively listening to customer needs to provide accurate and timely solutions.

Outbound Calls for Customer Engagement:
Ensuring satisfaction service interactions. Conducted customer surveys and collected feedback to identify areas for improvement and enhance overall service quality.
Problem Resolution:

Investigated and resolved customer complaints, aiming for swift and effective solutions.
Collaborated with internal teams to address product or service issues, ensuring a seamless resolution process for the customer.

Product Knowledge and Communication:

Maintained a deep understanding of BMW products, services, and policies to provide accurate information to customers.
Communicated product features and benefits (Service Package Leads) effectively upon purchasing a BMW or Renewing a Service Package extension, assisting customers in making informed decisions.

• Skills & Achievements::

Applied strong written and verbal communication skills across multiple platforms, including phone and email.
Utilized sound commercial judgment to enhance customer experiences, considering risk and regulatory frameworks within my delegated authority.
Contributed as a lateral thinker, consistently providing innovative ideas for personal growth, team development, and business improvement.
Demonstrated proven sales and negotiation skills, leveraging previous experience to enhance performance.
Having thrived in the fast-paced environment at BMW, I contributed to a team that values customer satisfaction and consistently strives to provide outstanding service while meeting service booking KPI. My experience in sales further strengthened my ability to deliver results.

• Experienced and professional croupier with 6 years of expertise in the gaming industry. Proficient in a variety of casino games, including baccarat, roulette, and poker, with a strong focus on delivering exceptional customer service and creating an engaging gaming experience. Skilled in handling cash transactions, managing gaming tables, and enforcing casino rules and regulations to ensure fair play and a safe environment for patrons. Possessing excellent interpersonal and communication skills, adept at building rapport with players and providing guidance to novice gamblers. Proven ability to work efficiently under pressure and adapt to dynamic and fast-paced