Summary
Overview
Work History
Education
Skills
Interests
Personal Information
Education
Languages
Timeline
Generic
Yasser Ibrahim Ameen Oshba

Yasser Ibrahim Ameen Oshba

Senior Customer Service
Izmir

Summary

Language

English: very good speaking & writing

Arabic : very good speaking & writing

Turkish : Basic speaking & writing

Overview

17
17
years of professional experience
3
3
Languages

Work History

Senior Customer Service Agent

Hapag Lloyd
02.2022 - Current
  • Addressed customer service enquires quickly and accurately.
  • Conducted in-depth product training sessions for new staff, fostering a knowledgeable and customer-focused team environment.
  • Utilized CRM software to record customer interactions, track cases, and manage resolutions efficiently.
  • Assisted customers with product-related questions, feedback and complaints.
  • Maximized customer satisfaction by resolving service issues promptly.
  • Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
  • Handled high-volume telephone calls to address and resolve customer queries.
  • Built rapport with customers through courteous and professional communications.
  • Listened to individual complaints with open mind and asked detailed questions to understand issues.
  • Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
  • Processed refunds, exchanges and service requests for customers.
  • Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
  • Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
  • Fostered strong relationships with customers, leading to increased loyalty and repeat business.
  • Monitored email to promptly collect and respond to complaints.
  • Kept detailed records of customer interactions for future reference.
  • Assisted in fulfillment of customer orders placed in person, via email, online and by telephone.
  • Followed scripts and processes to uphold brand standards.
  • Processed and issued product orders and service upgrades for customers.
  • Developed customer service guidelines and procedures, standardizing response times and quality of service across the team.
  • Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
  • Monitored customer satisfaction metrics, identifying trends and developing strategies to address areas of concern.
  • Developed empathetic client relationships and earned reputation for consistently exceeding sales goals.
  • Monitored customer surveys and feedback to develop corrective actions for service-related issues.

Treasury Accountant

Hapag Lloyd
Alexandria, Egypt
08.2017 - 12.2021

Accountant (treasury)

UASC (United Arab Shipping Co.)
Alexandria, Egypt
04.2013 - 08.2017
  • Handled day-to-day accounting processes to drive financial accuracy.
  • Documented cash, credit, fixed assets, accrued expenses, and line of credit transactions.
  • Reconciled accounts and reviewed expense data, net worth, and assets.
  • Completed daily cash functions like account tracking, payroll and wage allocations, budgeting, donating, and cash, and banking reconciliations.
  • Used advanced software to prepare documents, reports, and presentations.

Accountant

ATEB Group
05.2008 - 03.2013
  • Reconciled monthly bank statements and resolved discrepancies.
  • Managed accounts payable and receivable, ensuring timely settlement of invoices and maximizing cash flow.
  • Calculated, prepared and filed payroll taxes for clients.
  • Coordinated with external auditors during annual reviews, facilitating a transparent and efficient audit process.
  • Trucking Cost center
  • Trucking accounts receivable
  • Truckingking key accounts specialist

Education

Bachelor of Business Administration - Business Administration

Faculty of Commerce
Alexandria Universty
05.2006

Skills

Customer service

Interests

swimming
diving
traveling

Personal Information

Education

other

Languages

3,B1,5,C1,6,C2

Timeline

Senior Customer Service Agent

Hapag Lloyd
02.2022 - Current

Treasury Accountant

Hapag Lloyd
08.2017 - 12.2021

Accountant (treasury)

UASC (United Arab Shipping Co.)
04.2013 - 08.2017

Accountant

ATEB Group
05.2008 - 03.2013

Bachelor of Business Administration - Business Administration

Faculty of Commerce
Yasser Ibrahim Ameen OshbaSenior Customer Service