Ahmed Abdelhamid

Dynamic and highly motivated professional, offering progressive years of experience in 5 stars operations, business, and customer service management. Adept at analyzing the operation’s critical business requirements, identifying deficiencies and potential opportunities, developing innovative as well as cost-effective solutions to enhance competitiveness, increase revenues, and improve profitability. 

Proactive leader capable of implementing quality standards to drive outstanding results. Excellent in overseeing the operation to improve workflow and generate positive trend. Out-of-the-box thinker and highly organized, with keen attention to detail. Equipped with written and verbal communication aptitude and strong work ethic to effectively establish and cultivate solid customer relationships. Ability to handle multiple assignments simultaneously, while working under strict deadlines. An effective communicator with excellent skills in building relationships; possess strong analytical, problem solving organizational and presentation skills. 

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Customer Service Associate  - Emirates NBD ØDubai, UAE

 August 2018 – March 2021

Key Deliverables:

• Provide splendid customer services to customers in a friendly and courteous manner at all times.
• Have sufficient knowledge about the banking products and services and respond to all inquiries accordingly.
• Improve customers’ banking experience with the bank by ensuring that the customers are attended to promptly and all their challenges are resolved without delay.
• Ensure that all the bank’s policies and procedures, code of conduct and regulatory guidelines are strictly complied with in the process of discharging duties.
• Inform and suggest new banking products to customers
• Provide information to customers on their account status and account balances
• Open new bank accounts according to laid down rules and guidelines
• Suggest effective ways through which the bank can promote its products and services and increase customer satisfaction
• Establish and promote cordial relationship with customers, ensuring prompt attendance to their inquiries and solving their problems to grant them maximum satisfaction
• Ensure that customers’ confidential information is properly protected and only used for official purposes
• Channel complex customer complaints and challenges to the right quarters for effective resolution

Customer Service Advisor – Teleperformance “Expedia outsource”Ø  Cairo, Egypt

Dec 2015 –July 2018

Key Deliverables:

1. Provide excellent customer service at all times with customers on inbound calls & when you are required to call the customer back.
2. Follow up to customer inquiries by taking specific action in a timely manner
3. Provide assistance to customers regarding their orders and deliveries
4. Problem solve to help customers resolve issues on first call
5. Instructs, explains and provides solutions to customers regarding their products
6. Enters data from customers into various software programs
7. Appropriately communicate with upset customers to resolve their inquiries
8. Promote and offer products and services by consulting, gathering information, and evaluating customer needs
9. Thrives as a team player in a fast-paced, high-energy, change-oriented environment
10. Participates in additional training courses when needed
11. Performs other related duties and assignments as required and as assigned by supervisor or manager
12. Exercise retention efforts when appropriate.

Supervisor - Four Seasons Hotels & Resorts Ø Doha, Qatar

June 2011 – May 2015

Key Deliverables:

1. Administering daily operations in all Spa areas; identifying and ensuring customer needs are met in best possible ways.
2. Provided expert oversight to the entire daily spa operations, which include managing budget, purchasing, formulating inventory statistics, and executing retail sales while ensuring compliance with hotel management requirements.
3. Ensured daily maintenance of all spa facilities.
4. Monitored staff performance, and provided instructions regarding sales techniques.
5. Demonstrated expertise in setting up and decorated retail area and VIP treatment rooms of the spa.
6. Display outstanding interpersonal and public relation skills in cultivating and maintaining solid relationship with clients.
7. Managing multiple projects with high level of organizational skills and efficiency.
8. Generating spa sales for both products and services.
9. Maintaining working knowledge and products.
10.  Keeping track of regular attendance of all Spa associates.
11. Attending management meetings and assisting in Manager on Duty rotation whenever required.
12. Managing monthly inventories effectively and following purchasing standards.
13. Providing ongoing feedback and contributing to annual performance reviews for all member service associates.
14. Marketing to promote and increase financial performance within the Spa
15. Keeping a positive and professional relationship with all departments.
16. Ensuring adequate staffing levels in the Spa during assigned shift.
17. Conducting training, scheduling, evaluating, assisting with career development, and redirecting associates, as needed.

Four Seasons Hotels & Resorts Cairo at Nile Plaza Ø Cairo, Egypt

 January 2005 – June 2011

Growth Path

1. Designated Trainer (Spa & WellnessCenter Reception Coordinator)     September 2009 –   June 2011   
2. Plaza Suites and Residents Reception / Concierge                                                       February 2009 – August 2009 
3. Business Center Agent                                                                                                        August 2007 –  January 2009
4. Designated Trainer (Tele- Communications Department)                                         January 2005 –    July 2007

Bachelor's Degree, Faculty of Education, Cairo, Egypt, 2002