Mohamed Alachtar
Qatar
Summary
Focused Customer Service Representative skilled in customer relationship development, marketing and sales. Providing unsurpassed support to demanding customers with a passion for consistently improving numbers, enhancing knowledge and exceeding expectations.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
Work history
Senior Customer Service Agent - Operations Team
Hamad International Airport, Qatar Airways Group
Doha, Qatar
10.2023 - Current
- Orchestrated ground crew activities, ensuring timely services for arriving and departing flights, resulting in an improvement in on-time performance
- Managed passenger interactions, addressing inquiries, and resolving issues with a high customer satisfaction rate
- Collaborated with cross-functional teams, optimizing communication channels and improving operational efficiency
- Attended training sessions, achieving 95% compliance rate with safety and service standards
- Diligently reported facility faults and consistently ensured their prompt resolution, contributing to overall operational reliability.
- Optimised customer experience by ensuring accurate, up-to-date facilities knowledge.
- Enabled efficient complaint handling by documenting resolution processes and creating reference materials.
- Minimised productivity gaps by supporting team members in management of their cases.
Customer Care Specialist
VistaPrint
07.2022 - 10.2023
- Provided timely, high-quality support to customers via chat, email, and phone, achieving 97.5% resolution rate on first contact
- Exceeded all KPIs for the quarter, including 100% customer satisfaction score for three consecutive months and an average handling time of 9 minutes
- Collaborated with internal and external providers to ensure accurate and clear information, improving communication efficiency by 15%.
- Recorded and processed customer data accurately.
- Improved customer retention by 8.5%, through service and account management.
- De-escalated objections and disputes professionally to maintain customer satisfaction.
- Thoroughly monitored compliance with customer service standards to maintain stellar industry reputation.
- Implemented customer follow up to uphold service standards.
Account Manager
UniDev
06.2021 - 07.2022
- Increased customer retention by 20% through proactive recommendations of new products to existing clients
- Achieved 100% of call performance goals for accuracy, speed, volume, issue resolution, and customer satisfaction in all quarters
- Reduced on-boarding duration for new customer service reps by 30% through thorough documentation.
- Analysed client feedback to highlight areas in need of improvement.
- Resolved escalated issues and liaised with clients to restore satisfaction and promote retention.
- Generated KPI reports to illustrate overall performance.
- Documented account activity and worked within data security guidelines to safeguard confidentiality.
- Addressed account inquiries and provided updated data from CRM software.
- Negotiated contracts and closed deals to achieve favourable terms for corporate objectives.
Property Manager
Bull Property Management
08.2020 - 06.2021
- Managed all unit turnovers, maintaining a vacancy rate below 10% through aggressive marketing strategies
- Improved occupancy of a 38-unit high-rise from 70% to 95% within two months, sustaining it thereafter
- Upgraded rent and fee collection procedure from manual to online, resulting in a 30% increase in efficiency.
- Answered emergency enquiries, booking relevant contractors and recording incidents following best practice.
- Drafted lease contract and collected deposits from tenants.
- Coordinated with maintenance for required repairs.
- Organised remedial work and check-out reports for tenancy terminations.
- Acted as main point of contact for tenants, contractors and third party agents.
- Gathered evidence of problem tenants for legal and insurance cases.
- Oversaw development and execution of multi-channel marketing campaigns to drive growth.
Education
Marine Engineering - Engineering
Highest Institute of Technological Studies Kelibia
Kelibiq 01.2016 - 01.2020
E-learning -
Udemy
OnlineSkills
- Photoshop
- CRM (Salesforce, Clickup)
- Office suite
- Slack
- Urgent complaint handling
- Lead management
- Dispute resolution
- Queue management
- Staff training and mentorship
- Brand awareness and representation
Languages
Arabic
Native
English
Advanced
French
Intermediate
References
Mr Mohammad Anwar Hossain
F&B Associate
+44 7829 806075
Timeline
Senior Customer Service Agent - Operations Team
Hamad International Airport, Qatar Airways Group
10.2023 - Current
Customer Care Specialist
VistaPrint
07.2022 - 10.2023
Account Manager
UniDev
06.2021 - 07.2022
Property Manager
Bull Property Management
08.2020 - 06.2021
Marine Engineering - Engineering
Highest Institute of Technological Studies Kelibia
01.2016 - 01.2020
E-learning -
Udemy