Mohamed Wagdi

Full name: Mohamed Wagdi Address: Pasig City, Metro Manila, Philippines Profile: A well-presented, highly personable and efficient professional with the ability to work in a changing and multi-tasking environment with numerous and competing deadlines. Having a strong customer service orientation and delivery focus and an active commitment to continuous improvement and quality standards. Excellent communication skills and comfortable working in a fast paced, handson, growth orientated work environment. Skills Trilingual customer support (French, Arabic and English) Communication Active listening Time management Stress management Product knowledge Attention to detail Critical thinking skills and decision making Complain resolution Organization skills  Microsoft office skills           Work experience French Bilingual Remote Concierge at ECAM Philippines (a GardaWorld company) Jan 24-Aug 25: •Achieve a 98% overall score, consistently hitting the company targets (KPI) •Answer 80+ daily customer telephone calls promptly to avoid on-hold wait times. •Work varied hours, days, nights and weekends as business needs dictate. •Escalates issues to the appropriate departments for higher levels of support. •Maintain deep understanding of the protocols provided by ECAM. •To make incident reports to help track, manage, and improve our efficiency and effectiveness across our communications channels. Arabic / French customer service representative at Aximtrade Philippines July 22-Dec 23: •To review the KYC documents submitted by the clients to verify their trading accounts. •To communicate with the customer through live chat, calls, emails and other social media platforms •To process customer transactions (Deposit/withdrawal) •To handle general query, complaint, feedback, and customer relationship with proper actions. •Resolving issues and troubleshooting technical problems. •To develop and maintain in-depth product and industry knowledge •To assist with other tasks assigned such as translations. •To maintain the positive relationship between customer and client •Keeping all necessary data •Participate in discussion and company meeting as to develop better process and room for improvement French virtual assistant customer service manager at RockAutoAccs Canada AUG20- MAY22: •Responding to customer queries and assisting them via Amazon seller central, eBay system, WooCommerce and other means of Communication  Answering ‘Frequently Asked Questions’ and customer reviews  Managing orders and keeping an eye on tracking information, following up with every customer after delivery  Translating the English Manual/Guidelines to French version  Recording all the customer complaints in order to learn how to avoid them in the future to improve customer experience  Responding and filtering the emails, processing customer refunds.  Coaching the team members Guest service center supervisor at DUKES Dubai Palm Jumeirah, royal hideaway hotel by Barcelo Feb 17- Jun 20 (5 stars): •Ensure that every call is attended and greeted politely in a professional manner as per the DUKES Standard •Maintain an up to date knowledge of the hotel and local services and communicate this to subordinates so they can supply information and respond to guest queries •Maintain an awareness of guest profiles through Opera guest profile system •Establish and control the duty roster according to the business needs •Report to the local telephone provider any faults or adjustments and changes in the communication equipment throughout the hotel. •To send on daily basis the guest feedback report to the Excoms. •Ensure the department is always manned fully and every call is promptly attended •Deal with any complaints, act where appropriate •Ensure all wake up calls are made at the correct time, according to the hotel standard. •Ensure the proper operation of the Opera, Switchboard, Knowcross and Imagicle System. •Prepare the DTCM Arrival / Revenue reports and the monthly nationality report Welcome Centre Operator at Pullman Dubai Creek City Centre Hotel – July 15 – January 17 (5stars):  Receive each guest call in a professional and friendly manner.  Ensure guests are greeted by name upon calling as per the Pullman Standard.  Maintain the guest wakeup call sheet and deliver calls accordingly on time  Ensure the proper operation of the Opera, Switchboard, HotSos and Unicorn.  Take messages for guests and management as per the required standard.  Write down messages accurately for our guests and deliver messages in a timely manner.  Transfer incoming calls promptly to the appropriate extension.  Assist customers make long distance calls by placing calls for them.  Ensures that all requests from guests in regards to their stay are followed up, actioned and updated .  Keep the Telephone Supervisor informed of any problems or unusual matters of significance.  Coordinate Departmental duties with various departments such as Executive Office, Housekeeping, Engineering, Sales and Marketing and Security to ensure that all guests are given friendly and caring service according to Hotel Standards. 2 / Additional duties during peak times as a CID:  Ensure all in house guests’ information are captured daily in CID system accurately. • Ensure correct information such as passport and other related details has been input in the system accurately. • Check all passport copies have been scanned and sent to Police within 1 hour of check in. • Update all check out information within 1 hour of opera system update. Internship experience Management Training in Food and Beverage at the Intercontinental Hotel Fuzhou China Oct 14 – Jan 15 (5stars):  Monitor all restaurant operations and lead teams on scheduled shift and ensure compliance to all standard for products and services and implement an efficient restaurant business plan to increase revenue for establishment.  Check customers are enjoying their meals and take action to correct any problems and work closely with other team members to ensure excellent service is provided to all customers. Trainee in Food and Beverage at the Four Seasons hotel Marrakech – Jan 14 – Feb 14 (5stars)  Help to ensure the smooth running of all guests’ requirements and Standards of Service are always maintained., Ensure that all the elements are present in order to secure a smooth and efficient service. Keep a high Standard of personal hygiene and appearance.  Assign opening and closing duties. Resolve customer complaints regarding food service. Observe and evaluate workers and work procedures to ensure quality standards and service, Control inventories of food and equipment and report shortages to designated personnel.  Act as lead waiter during peak times by seating customers, serving and garnishing food, clearing tables Trainee at Sofitel tour blanche in Casablanca – June 13 – Aug 13 (5stars)  Assist host or hostess by answering phones to take reservations or to-go orders, and by greeting, seating, and thanking guests. •Present menus and answer questions about menu items and making recommendations. •Take orders for food and beverages. •Explain how various menu items are prepared, describing ingredients and cooking methods. •Collect payments from customers, set up food stations and dining areas to prepare for the next shift. •Stock service areas with supplies such as coffee, food, tableware, and linens. Software and platforms Live chat, Imagicle, Slack, Kayako , Click Up, Amazon seller central, eBay, Walmart, WooCommerce Opera, Knowcross, Hotsos Hobbies Volunteerism, Cooking, Mountain climbing, Travel, Chess, Music, Football Education •Associate degree in hospitality management from the hotel school of Geneva – Graduation 2014 •Baccalaureate in experimental sciences – Graduation 2010