Mohammed Galgal

Customer service professional with over 13 years of hands-on experience in TPA, Health Insurance, Visa and general customer services field. Specialized in delivering high-quality customer engagement via call centers, live chat, WhatsApp, and email. Adept in handling complaints, booking services, solving technical issues, and using CRM systems. A fast learner with strong communication and multitasking skills, able to work effectively under pressure.

Customer Expert at TSA - Turkish Visa Services (2020-03 – 2026-07)

• Delivered exceptional customer service to Turkish Visa customers, handling 70+ calls per day, via phone, email, WhatsApp, and live chat.
• Demonstrated a thorough understanding of different visa types, providing tailored advice and information to enhance customer experiences.
• Consistently exceeded KPIs for customer satisfaction (95%), call handling time, and sales targets, upselling products and contributing to revenue increase.
• Actively identified customer needs and cross-sold additional luxury products, increasing average transaction value by 10%.
• Resolved customer inquiries, complaints, and requests with empathy, patience, and professionalism, leading to a high retention rate and positive feedback.
• Collaborated with team members to improve service quality and streamline call processes, increasing overall team efficiency by 10%.

Customer Service Agent at Swiss Mediterranean Health Management Co (2013-09 – 2020-02)

• Handled high-volume incoming calls from our health insurance customers.
• Coordinated bookings in real-time and matched customers with service providers.
• Assisted costumers with insurance-related concerns including delays, cancellations, and fare issues.
• Maintained clear communication with clients and service providers to ensure a smooth experience.
• Provided app usage guidance and reported technical issues to relevant departments.

Bachelor in Computer Sciences in Computer Sciences – National Ribat University