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 Universty05.2006
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