Hiking
YOUSSEF MADANI
Customer Service Executive
Budapest, Hungary
Summary
Logical Customer Service Representative bringing 2 years of experience consistently enhancing customer satisfaction. Poised when communicating with customers and vendors, analyzing, and resolving complex issues and documenting accurate notes of account interactions. Versatile professional comfortable working in high-volume, high-stress environment. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Customer Support Executive
Ryanair
Budapest
08.2023 - Current
- Troubleshoot customer issues and provide solutions
- Managing flight dates using SkySpeed
- Monitor tickets to other resolutions team for validation using Zendesk
- Hit an average quality performance of +90%
- Achieved the lowest AHT of 3.5 minutes per contact.
- Enhanced team performance by consistently meeting or exceeding individual and departmental goals.
- Collaborated with team members on continuous improvement initiatives, contributing to the overall success and growth of the customer support department.
- Assisted in creating comprehensive knowledge base articles for internal use as well as self-help resources available to customers online.
- Delivered outstanding results under tight deadlines while maintaining a high level of professionalism and attention to detail.
- Provided personalized support to customers by understanding their unique needs and preferences.
- Reduced response times with effective prioritization of tasks and efficient time management skills.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.
- Managed high-stress situations effectively while maintaining a calm demeanor and providing empathetic support to customers facing challenges or frustration.
- Facilitated timely resolutions by escalating urgent cases appropriately within the organization.
- Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints.
- Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
Human Resources Intern
GAOTek Inc.
New York
07.2023 - 10.2023
- Replied to applicants' emails, screening replies
- Scheduled interviews by senior HR staff
- Posted job ads on general career websites, university and college career websites
- Participated in a team to organize virtual (online) global conferences.
- Supported HR team in achieving hiring goals by screening resumes, conducting phone interviews, and tracking candidate progress.
- Supported company growth objectives by actively participating in recruiting efforts aimed at acquiring highly skilled professionals.
- Streamlined administrative tasks such as scheduling interviews, processing background checks, and verifying employment eligibility documentation.
Customer Service Representative
FOSSIL
Debrecen
06.2021 - 06.2022
- Resolved customer complaints via phone, email, and live chats
- Assisted with placement of orders, refunds, or exchanges
- Continuously accomplished the highest productivity of +90%
- Worked with SAP Products and Salesforce.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Identified trends in refund requests, leading to improvements in customer service and satisfaction.
- Collaborated with team members to develop best practices for handling complex refund scenarios.
Marketing Analyst
3lacam
Cairo
05.2018 - 10.2018
- Assisted the marketing department by looking for sponsorships
- Followed up with available promotions and booths
- Connected with small and big companies for collaborations and events
- Made excel sheets of all available contacts.
- Managed social media accounts, effectively growing audience reach through engaging content creation and strategic posting schedules.
- Worked closely with creative teams to develop eye-catching visuals that aligned with overall marketing messaging and strategy objectives.
- Optimized paid search campaigns, resulting in improved conversion rates and reduced cost per acquisition.
Education
Bachelor of Business Administration and Management -
University of Debrecen
Debrecen, Hungary 09.2020 - 1 2024
High School - undefined
International School of Choueifat
09.2018 - 6 2020
Skills
Built strong relationships with field operations team to support business development opportunities and improve service
Certification
IELTS 7.0
About Me
yudhb2001@gmail.com, +36202819253
Additional Information
Assembled a project team with my colleagues and explained all aspects of work in pandemic., Participated in board games with internal teams, Uncovered a broader idea of how Accounting teams work in camp
Systems Used
- SAP
- CyberSource
- SkySpeed
- Salesforce
- Zendesk
- Excel
Accomplishments
IELTS 7.0
Interests
Travelling
Professional swimming for more than 13 years
Timeline
Customer Support Executive
Ryanair
08.2023 - Current
Human Resources Intern
GAOTek Inc.
07.2023 - 10.2023
Customer Service Representative
FOSSIL
06.2021 - 06.2022
Bachelor of Business Administration and Management -
University of Debrecen
09.2020 - 1 2024
High School - undefined
International School of Choueifat
09.2018 - 6 2020
Marketing Analyst
3lacam
05.2018 - 10.2018
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