Ahmed Magedy Antar
About Candidate
Ahmed Magedy Antar
Address: Dubai / United Arab Emirates
Mobile: +971 564557602
E-mail: ahmedmagedy1@gmail.com
LinkedIn Profile: https://www.linkedin.com/in/ahmed-magedy-antar-470247104?
Job Summary:
Customer Service Leader with over 14 years of experience managing teams and improving operational efficiency. Recognized for enhancing customer satisfaction through effective leadership and process optimization. Demonstrated success in motivating teams, delegating tasks, and handling multiple priorities. Seeking a managerial role to leverage expertise in team leadership, customer relationship management, and performance enhancement.
Experience
DHL (Dubai UAE)
Onsite Supervisor (Jul 2024 – Present)
· Represent DHL as an ambassador, attending to internal and external customer needs in a professional and friendly manner, enhancing DHL’s image as a market leader.
· Manage 1-3 GNMC customers, ensuring exceptional service delivery.
· Ensure accurate shipment processing according to Global Operating Standard Procedures to adhere to transit times and avoid clearance delays.
· Complete tasks and duties associated with agreed SLAs within timelines, such as shipment handover to operations, pre-alerts, and reporting.
· Suggest improvements to operational efficiencies or business needs to support a profitable network.
· Provide feedback on competitor activities to commercial and COG teams.
· Possess in-depth knowledge of the DHL network service directory, customs regulations, IATA regulations, products, and services.
· Encourage the team to suggest and implement process enhancements, fostering a culture of continuous improvement.
Customer Service Team Leader (Mar 2022 – Jun 2024)
· Secured a 96% satisfaction rate by consistently delivering top-tier service.
· Cultivated VIP client relationships, ensuring precise and accurate database management.
· Ensured operational excellence and upheld high standards by rigorously following procedures.
· Led specialized training sessions to enhance team performance and address complex tasks.
· Delivered comprehensive responses to inquiries using extensive product and service knowledge.
· Strengthened client loyalty and business growth through strong rapport and executive customer visits.
· Addressed and rectified recurring operational issues, enhancing service quality.
· Improved retention by implementing personalized follow-up strategies, thoughtfully addressing customer concerns and feedback.
· Guided new hires for successful team integration.
Emirates Airline (DubaiUAE)
Team Leader (Sep 2018 – Jan 2022)
Senior Customer Service (Feb 2016 – Aug 2018)
· Sustained a 92% customer satisfaction score by delivering consistent high-quality service.
· Developed relationships with VIP customers, ensuring accurate and current client data.
· Enhanced operations and efficiency through process improvements.
· Managed flagged customer accounts, providing tailored solutions to enhance customer loyalty.
· Promoted decision-making within the team through open dialogue and consensus-building.
Namshi Fashion Store (DubaiUAE) Jun 2014 – Feb 2016
Customer Service Team Leader
· Surpassed revenue targets by achieving 110% of the goal, significantly boosting monthly revenue.
· Served as the main contact for online and mail order customers, handling inquiries and order processing.
· Coordinated stock replenishment and product displays for seasonal and promotional events.
· Formulated and executed strategic plans to enhance team performance.
· Mediated customer issues, balancing satisfaction with company policies to maintain positive relationships.
· Contributed to a 100% increase in monthly revenue by making 200 sales calls daily.
Emirates College for Management & Information Technology (ECMIT) (DubaiUAE) Mar 2013 – May 2014
Customer Service Officer
· Supervised the student admission process, ensuring compliance with policies.
· Promoted educational services, increasing student enrollment through consultative interactions.
· Organized marketing events, ensuring high customer satisfaction through effective issue resolution.
Tele-performance Egypt (WIND Canada Network Service Provider) (CairoEgypt) May 2011 – Feb 2013
Customer Service and Reservation Representative
· Handled customer queries and reservations, including cancellations and upselling services.
· Troubleshot and resolved network issues and service activations, ensuring customer satisfaction.
· Managed MSISDN and provided detailed product information.
Awards:
· Awarded “Employee of the Month” 12 times, reflecting consistent high performance and dedication.
Education
· IIMBx: Customer Relationship Management 2024
· Bachelor of Arts, University of El Menoufia, Egypt
Certificate:
· Certified Customer Service Specialist – DHL
· Customer Service Specialist – LinkedIn (Emirates College)
· Handling Difficult Conversations Effectively – LinkedIn (Emirates College)
· Human Resources Management – Almjd Quality & HR Development
· Customer Service and Public Interaction – Almjd Quality & HR Development
Skills:
Technical Skills
· CRM Systems
· Microsoft Office Suite
· Customer Service Platforms
· Data Analysis and Reporting
· Process Improvement Techniques
· Project Management Tools
· Quality Assurance and Control
· Financial analysis
· Technical Support
· E-commerce Platforms
Soft Skills
· Effective Communication and Negotiation
· Leadership Development
· Stress Management
· Team Management
· Customer Relationship Management
· Strategic Planning
· Process Improvement
· Complaint Resolution
· Team Collaboration
Language:
Arabic: Native – English: Fluent
