1. Resume
Shiref Ezeldien
Egypt, Cairo
Mobile:01279548359,01065079780
Shireefezeldien1@hotmail.com
PERSONAL SUMMARY
A presentable, articulate and energetic Customer Service professional who loves getting things right for my customers
and making them happy. I have a long history of offering the highest level of service to clients both face to face,
online and over the telephone. I have an experience of providing a friendly and efficient service within a fast paced
and challenging environment. My key strengths lie in being tactful and diplomatic when dealing with difficult
situations, and in being a strong point of contact with customers. Right now I am looking for a suitable position with a
company that offers performance-driven individuals a place where they can build a successful career.
ACADEMIC QUALIFICATIONS
Bachelor of Commercial Sciences Business Administration Egypt May 2004.
Other Education &Courses
Computer skills: SAP & TKP Systems, Microsoft Office Apps, internet knowledge & skills.
Hotels operating system: (Fidelio 7.13, 7.14) & (Opera System) (COMSYS) & (Micros system).
Front Office Supervision & Management Course with Coral International Group.
Course with RAYA Group.Customer Care Professional advanced
Diving course** with ADIC.
& English (Fluent command).Arabic (Mother tongue)Language
KEY SKILLS AND COMPETENCIES
 Can tactfully manage difficult or emotional customers.
 Able to use appropriate words and tone when dealing with difficult customers.
 Ability of creation and follow up the internal plans.
 Strong problem solving, negotiation and time management skills.
 Building customer relationships.
 Excellent communication skills with variable people's levels.
 Ability to communicate clearly and concisely, both orally and in writing, excellent listening skills,
identifying opportunities for improvement of customer service.
 Autonomy and Reliability.

2. CAREER HISTORY
1 Ali & Sons Group,
VW & AUDI Service Center
Customer Service Coordinator
Duties;
 Standardizing after Sales customers service procedures across the company.
 Support service center team with customer's complaints.
 Resolving escalated customer complaints to get them satisfaction.
 Receive and record customer's satisfaction survey for final feedback.
 Communicate with Middle East office to handle customers' complaints or inquires.
 Handle Middle East office weekly, monthly reports.
 Coordinating operational activities with reception supervisor and servic e manager.
 Providing feedback to after sales manager in weekly and monthly basis.
2 Four Points for Construction & Real Estates Co
Customer Service Supervisor between 2012 /2014 in Egypt
Duties;
 Directly supervising and coordinating the activities of all customer service employees.
 Handling face-to-face enquiries from customers
 Standardizing customer service procedures across the company.
 Answering inbound calls and emails from customers.
 Authorizing refunds or other compensation to customers.
 Resolving escalated customer complaints or disputes.
 Identifying areas for improvement.
 Writing up accurate records of discussions or correspondence with customers.
 Coordinating operational activities.
 Delegating tasks to junior staff.
 Providing feedback to management concerning possible problems or areas of improvement.
 Performing any other job duties as assigned by the management.
Thorne Hotel as-3 MILLENNIUM Cop
In KuwaitFront Office Supervisor between 2009/2011
4 Coral International Hotel as
Night Auditor_ Reception Team Leader between 2006/2008 in KSA.
5 Sharm Tours & Tourism Co (Private Business) as
Guest Relations Manager between 2003/2005 in Sharm Elshikh _Egypt.

3. Falcon Hotel as6
Head Cashier between 2001/2003 in Sharm Elshikh _Egypt.
Restaurant Cashier between 1999/2000.
AREAS OF EXPERTISE
Customer Handling
Relationship building
Hobbies
Automotive activities
Swimming, General knowledge development
Personal Info
Date of birth: 04/05/1982
Nationality: Egyptian
Marital Status: Married
Dubai–Visa: Resident Visa
Dear Sir / Miss
Greetings,
My experiences, Academic qualifications, and extensive training make me a
valuable candidate for the vacant position in your Company as an Arabic Speaking
candidate,
I have a very good extensive experience in Customer service with among
different organizations and companies including but not limited with automotive
industry, 5 stars Hotels, Construction Companies, and Travelling & tourism
companies,
I'm highly trained, self-motivated, Spoke person, who's familiar with people
communication and traditions, especially in the GCC region
I hope I get a chance for an interview with your team to reveal more of my
personality, experiences and capabilities.
Shireef Ezeldien