Ahmed Abdelaziz
Cairo
Summary
Dedicated customer service leader with a strong background in crisis management and effective communication. Recognized for enhancing client relationships and exceeding service standards through proactive problem resolution and empathetic support.
Proven crisis management expert with strong customer service and team leadership skills. Achieved high satisfaction ratings while maintaining calm under pressure, ready to enhance emergency response operations.
Results-driven professional with a background in customer service and emergency dispatch. Skilled in training and coaching teams to exceed performance targets while ensuring timely responses and maintaining public safety.
Overview
1
1
Certification
14
14
years of professional experience
Work History
Emergency Dispatcher
Kuwait Integrated Petroleum Industries Company (KIPIC)
05.2022 - Current
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
- Reduced risks and emergency response issues by observing public safety field units.
- Operated emergency response systems to update and retrieve up-to-date information for first responders.
- Proved successful working within tight deadlines and a fast-paced environment.
- Provided on-the-job training and coaching to develop new dispatchers.
- Effectively managed stressful situations, maintaining a calm demeanor while providing crucial support to both callers and first responders.
- Participated in ongoing professional development opportunities to stay current on best practices in emergency communications and technology advancements.
- Assisted in updating department policies and procedures to improve overall efficiency and effectiveness of emergency dispatch operations.
Healthcare Customer Service Representative
Dhaman Primary Healthcare
02.2021 - 05.2022
- Reviewed and corrected claim errors to facilitate smooth processing.
- Cross-trained and provided backup support for organizational leadership.
- Trained new personnel regarding company operations, policies and services.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Customer Service Team Leader
New Mowasat Hospital
03.2016 - 02.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Led team of 15 members while providing exceptional customer service.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Evaluated employee performance and coached and trained to improve weak areas.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
Retail Store Manager
Ooredoo Telecom
02.2015 - 02.2016
- Managed inventory control processes to restore back stock, control costs and maintain sales floor levels to meet customer needs.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Grew company sales 120% by devising strategic promotional plans capitalizing on changing market conditions.
- Trained team members in successful strategies to meet operational and sales targets.
- Exceeded targets by building, directing and motivating high-performing sales team.
- Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance.
Retail Sales Associate
Ooredoo Telecom
12.2013 - 02.2015
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Increased sales by offering consultation on products and services and applying customer service and upselling techniques.
- Boosted brand awareness, implemented promotional campaigns and employed sales tactics as part of territory development.
- Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Processed accurate credit, debit, check and cash sales transactions for more than 80 customer orders per day.
Call Center Representative
Orange Telecom
08.2012 - 09.2013
- Answered over 120 calls per shift to meet fast-paced call center demands.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Education
Bachelor of Arts - Archeology
TAin Shams University
Cairo10-2012
Skills
- Crisis management protocols
- Customer service
- Effective time management
- Coaching expertise
- Enhanced situational awareness
- Accuracy and precision
- Teamwork and collaboration
- Problem-solving abilities
- Decision-making
- Call management
- Critical thinking
- Team leadership
Certification
- JCI and ACI Accreditation Certification, New Mowasat Hospital 05/2017
- Product and Services Development Certification, Bbusinesss 03/2015
- English Course Certification,Amideast 04/2012
- English Course Certification,AUC 04/2012
- CERTIFIED CUSTOMER SERVICE PROFESSIONAL (CCSP), Phoenix 06/2021
- First Aid and CPR/AED Certification,American Heart Association(AHA) 09/2021
Languages
English
Full Professional
Arabic
Native or Bilingual
Software
- MS Office
- CRM
- HMIS
Interests
Traveling ,Swimming , Reading , Health and Fitness ,Arts and Culture
Timeline
Emergency Dispatcher
Kuwait Integrated Petroleum Industries Company (KIPIC)
05.2022 - Current
Healthcare Customer Service Representative
Dhaman Primary Healthcare
02.2021 - 05.2022
Customer Service Team Leader
New Mowasat Hospital
03.2016 - 02.2021
Retail Store Manager
Ooredoo Telecom
02.2015 - 02.2016
Retail Sales Associate
Ooredoo Telecom
12.2013 - 02.2015
Call Center Representative
Orange Telecom
08.2012 - 09.2013
Bachelor of Arts - Archeology
TAin Shams University