Samir Magdy

Experienced Customer service assistant manager with over 10 years of experience in enhancing customer service across various industries, seeking to take next career step with a respected organization dedicated to delivering world class service and enhancing customer satisfaction. Accomplished in leveraging performance metrics to improve customer interactions and outcomes. Dedicated leader with the ability to lead teams to process and manage large account volumes without compromising service or quality.

BRAIN HEALTH USA -CAIRO -EGYPT Mar 2021 - Now ORANGE TELECOM -CAIRO -EGYPT Feb 2020 - Feb 2021 SUN AND SAND SPORTS E-COMMERCE OFFICE -DUBAI -UAE Feb 2018 - Jan 2020 SUN AND SAND SPORTS E-COMMERCE OFFICE -DUBAI -UAE Feb 2016 - Feb 2018 Work experience E commerce customer Care ass. Manger (Remote Telemedicine) Ensured optimal levels of care to facilitate speedy recovery.Performed regular follow up on patient after discharge.Determined appropriate plan according to patient requirement.Provided assistance to design with help of educational materials.Prepared documents for all care coordination forms.Reviewed discharge plan for individual patients at time of admission.Participated in all Local Physician Organization committee meetings on regular basis.Managed calls from providers and members and provided required information Branch manager Handle customer's complaints & inquiries and sell Orange’s products and services. Welcome customers to the customer center.Sell Orange products and services and ensure proper collection of required documents.Sell value added services to customers.Handle all shop's administrative work.Review contracts and applications and necessary documents to ensure they're all kept in an adequate manner.

Handlining & archiving internally in the shop on a daily basis.Make sure Branch achieved the daily & monthly sales E-commerce Customer service & call center supervisor Reviewed overdue tickets on (Zendesk – Magento ) and followed-up with customer support personnel to resolve root cause of delay. Follow up with courier companies ( Aramex – Fetcher ) To make sure orders get delivered on time .Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team. Manage department call volume of 500 calls per day and coordinated department schedules to maximize coverage during peak hours.

Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service. E-commerce Customer service officer Assist in the processing of online purchases quickly and while providing superior service to customers.Field calls and E-mails of customer inquiries.Assist with returns and the RMA process as needed.Coordinate with shipping carriers to ensure the safe delivery of all packages.Demonstrates a sense of urgency and dedication to exceed customer expectations and earn loyalty through accuracy,  HYATT PLACE DUBAI AL-RIGGA HOTEL Mar 2014 - Feb 2016 TIME OAK HOTEL -DUBAI Feb 2012 - Feb 2014 SHERATON HOTEL SHARM EL SHEIKH, EGYPT Jan2011 - Jan2012 efciency, courtesy, and knowledge.Demonstrate knowledge of computer components to assist customers with technical questions as needed.Handel and solve customer complains. Front office Supervisor • Maintains a friendly, professional, cheerful and courteous demeanor at all times.

• Accurately answers inquiries from potential guests and accepts hotel reservations. Consistently resolves guest problems and complaints• Trains and directs the work ow and processes of the front desk. Resolves issues/problems and coaches and counsels the front desk team members toensure a quality operation.
• Resolves customer issues, complaints and problems in a quick, efcient manner to maintain a high level of customer satisfaction and quality service.
• Adheres to company credit limit policies.
• Allocates rooms to expected arrivals after checking the guests preferences and special requests.
• Ensures phone calls, wake up calls and messages for guests are handled in a prompt, efcient and professional manner.
• Cross checks all billing instructions are correctly updated Produces hotel front desk schedules Front Desk Agent Perform all check-in and check-out tasks and manage online and phone reservations• Inform customers about payment methods and verify their credit card data• Register guests collecting necessary information from the Guest• Welcome guests upon their arrival and assign rooms• Provide information about our hotel, available rooms, rates and amenities• Respond to clients’ complaints in a timely and professional manner• Liaise with our housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guests’ needs• Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests• Up sell additional facilities and services, when appropriate• Maintain updated records of bookings and payments Telephone operator Answers incoming calls and directs call to guest rooms, staff, or departments through the switchboard • Receives guest messages and deliver the same to the guest.
• Logs all wake-up call requests and performs wake-up call services • Provides information about hotel services to guests • To be fully aware of and adhere of health and safety, fire and bomb threat procedure

FACULTY OF TOURISM & HOTELS MANAGEMENT MANSOURA UNIVERSITY Sep 2007 - June 2011 Education Bachelor of Tourism and Hotels Management