Summary
Overview
Work history
Education
Skills
Languages
Timeline

Waed Mahfouz

Riyadh,Riyadh Region

Summary

Resourceful employee with outstanding knowledge to develop and maintain healthy customer pipeline. Consistently works to attract new business opportunities. Talent in administrative oversight, recruitment processes and customer service improvements.

Overview

11
11
years of professional experience
2
2
years of post-secondary education

Work history

English tutor

freelancer
  • Supported development of critical thinking skills and deductive reasoning.
  • Monitored students' test and assessment marks to identify areas of improvement and build confidence.
  • Helped students evaluate and identify learning objectives and academic goals.
  • Assessed and adapted teaching style according to student needs and abilities.

Logistics associate

freelance
02.2019 - 03.2020
  • Researched trade capture issues and instituted corrective actions to reduce losses and errors.
  • Gathered and presented logistics data, providing detailed reports to aid future development.
  • Investigated late delivery claims from customers and proactively suggested action to prevent future occurrences.
  • Updated exchange rate databases to determine cost-effective shipping opportunities.

Customer Service Manager

Escapex Room
Riyadh, Riyadh Region
12.2016 - 10.2019
  • Reviewed processes and practices regularly to achieve business goals.
  • Communicated courteously with customers by telephone and email.
  • Reviewed customer agreements to verify current and correct data and supporting documentation.
  • Recruited customer service team members and mentored in company policies and best practices.
  • Allocated customer service resources to adequately staff shifts in alignment with approved budget.
  • Documented department data and compiled accurate reports.
  • Advised management of customer service trends, creating proactive strategies to maintain best practices.
  • Delivered feedback constructively to enhance staff performance.
  • Implemented personal development programmes to enhance staff capabilities and satisfaction.
  • Took ownership of escalated customer issues and followed through to resolution.
  • Curated content calendars across all social platforms, producing [Number]+ posts weekly.
  • Managed social media content, boosting profile views through target audience engagement.

Account Manager

hungerstation
11.2015 - 02.2016
  • Retained existing customer accounts through consistent engagement and sales data analysis.
  • Grew customer base by identifying needs to deliver relevant product solutions that met client budgets and schedules.
  • Cultivated long-term relationships with clients to accurately quote pricing and terms to achieve customer objectives.
  • Addressed problems in proactive and knowledgeable manner to maintain and enhance client satisfaction.
  • Delivered high level of service to clients to maintain and extend relationships for future business opportunities.
  • Contacted prospective clients and warm leads to generate new customers.
  • Documented account activity and worked within data security guidelines to safeguard confidentiality.
  • Analysed client feedback to highlight areas in need of improvement.
  • Addressed account inquiries and provided updated data from CRM software.

Telemarketing and sales agent

Think Out
, Saudi Arabia
09.2013 - 12.2014
  • Applied exceptional customer service skills across all sales channels to engage prospects.
  • Handled high call volumes with accuracy and efficiency for optimum productivity.
  • Used targeted questioning techniques to determine customer needs and appropriate support.
  • Planned and delivered customer service training, boosting satisfaction levels.
  • Achieved daily performance targets, aiding department progression towards sales goals.
  • Enabled efficient follow-up by accurately recording customer requirements and details in [Software].
  • Processed complaints professionally, seeking effective, timely solutions for continued customer satisfaction.

Sales officer

Siyaj for security solotions
Riyadh, Riyadh Region
04.2013 - 07.2013
  • Identified new leads through data mining and telesales to meet set targets.
  • Performed sales visits to take strategic action on new business leads.
  • Maintained contact with customers throughout sales and pre-delivery process.
  • Built focused new client networks, growing business opportunities and increasing revenue possibilities.
  • Understood customer needs to craft exceptional sales journeys.
  • Unearthed new target markets, prospective clients and key sector decision-makers.

Sales representative

Health and Beauty Magazine
Riyadh, Riyadh Region
01.2013 - 04.2013
  • Set up appointments with potential and current customers to discuss new products and services.
  • Generate reports on sales, providing relevant information to track sales progress and inform future strategies.
  • Reached out to prospective customers and warm leads to establish friendly, professional relationships.
  • Used consultative sales approach to understand and meet customer needs.
  • Led regular meetings, events and continuous improvement projects with measurable goals.

Customer service representative

Curves Gym
Riyadh
11.2012 - 01.2013
  • Assisted customers with varying questions using product knowledge and service expertise.
  • Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
  • Assisted customers with additional retail services, including alterations, special orders and item loans.
  • Participated in regular training to maintain up-to-date knowledge on company products and policies.
  • Handled phone, email and social media enquiries with consistent customer service across multiple channels.

English translator

Ministry of Foreign Affairs
Riyadh, Saudi arabia
10.2008 - 08.2011
  • Protected client confidentiality, ensuring GDPR compliance when translating materials.
  • Optimised accuracy and precision of translation work by performing thorough terminology research.
  • Accurately assessed context of complex material by consulting subject matter experts.
  • Responded to changes at short notice, making use of available resources and facilities.
  • Assessed linguistic quality to refine translated materials for excellence.
  • Delivered timely translations, meeting project deadlines and client expectations.

Education

bachelor degree - English Language and Tranlation

Applied Science University of Jordan
09.2008 - 01.2011
  • Continuing education courses in Human and self development.
  • Coursework in photography workshops
  • Member of photography workshops

Skills

  • Complex negotiating
  • Customer observation
  • Effective problem solver
  • Account updates
  • Customer relations
  • Telemarketing
  • Customer service
  • Data entry
  • Social customer care
  • Exceptional written and verbal communication
  • Content schedule management

Languages

English
Fluent
Arabic
Native

Timeline

Logistics associate - freelance
02.2019 - 03.2020
Customer Service Manager - Escapex Room
12.2016 - 10.2019
Account Manager - hungerstation
11.2015 - 02.2016
Telemarketing and sales agent - Think Out
09.2013 - 12.2014
Sales officer - Siyaj for security solotions
04.2013 - 07.2013
Sales representative - Health and Beauty Magazine
01.2013 - 04.2013
Customer service representative - Curves Gym
11.2012 - 01.2013
English translator - Ministry of Foreign Affairs
10.2008 - 08.2011
Applied Science University of Jordan - bachelor degree, English Language and Tranlation
09.2008 - 01.2011
English tutor - freelancer

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Waed Mahfouz