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Yasser Samir

Senior Customer Service/Sales Specialist | Seeking Customer Service Position | Great service is a great growth and success for everyone.

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Intro
Egypt
Studied History at El-Shaab School
Consumer Services
linkedin.com/in/yasser-samir-51aa6821b
Joined December 23, 2021

Skills

Languages

Arabic
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Native or Bilingual
English
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Fluent
About
Hi, I'm Yasser. My journey started in the call center field back in 2016, for almost six years I have been passionate about helping other people in too many different ways. I have learned a lot in this field, commitment, innovation, integrity, and many more things that positively affected me throughout my personal life. Still willing to learn & develop more.
Experience
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Transcom
May 2021 – Nov 2021
Cairo, Egypt
CSR - TUI Airways | Thomson now
*Achievements: 1- Achieving all required KPIs internally & externally from the first month, and ranked number 2 on the production floor. 2- Winning a competition for achieving VOC and Utilization for the first three months. 3- Passed filtrations and was eligible to join a TL or Support function vacancy. *Responsibilities: 1- Creating holiday packages for customers according to their needs. 2- Updating clients about the most recent information about Entry & Re-entry requirements for the UK and outside the UK. 3- Adjusting bookings and Taking payments.
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Sutherland Global Services
Apr 2020 – Apr 2021
Alexandria, Egypt
CSR / SME - AT&T USA account
*Achievements: 1- Being the top performer in all KPIs internally and externally in Feb21 & Mar21.(Top 5 agents). 2- Promoted in Apr21 to Floor support and was assigned to assist two teams of new hires to be able to perform well. (Certificate is presented). 3- Pinpoint opportunities, coming up with clear steps and targets to achieve our goals. Deliver sessions/presentations to new hires on how to perform well by sharing best practices, also following up by sending documentation emails with what we have agreed on. *Responsibilities: 1- Politely answer inbound calls and respond to customer inquiries promptly. 2- Providing exceptional customer service, first call resolution, and customer satisfaction. 3- Upselling AT&T products according to the client's needs (Wireless and Fiber internet), Either BB, new connection, or upgrading for a higher plan.
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Teleperformance
Mar 2016 – Feb 2020
Cairo, Egypt
CSR - Western Union (USA - EMEA - APAC region)
*Achievements: 1- Achieved all required KPIs internally & externally over the years. 2- Promoted to Floor support. 3- Acted as a supervisor to lead a group of representatives. *Responsibilities: 1- Providing exceptional customer service by assisting clients with their queries and many more. 2-Gathering root causes and pain points that impact our KPIs, creating an AP and implementing it with various coaching methods, and following up to ensure improvements. 3- Evaluating performance not just by measuring numbers, but also by monitoring calls, SxS coach calls, and implementing best practices, and many more.
Education
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El-Shaab School
Sep 2010 – Jul 2014
77/100, History
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