Music
Mohamed Izzat Amin
Senior Customer Relationship Executive (Sales)
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Customer Service Representative position. With many years of experience working at different start up companies and also a willingness to take on added responsibilities for company's success
Overview
6
6
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Senior Customer Relationship Executive (Telesales)
Lendela Pte. Ltd.
01.2022 - Current
- Act as clients' main point of contact to ensure that their application, queries, problems or issues are dealt with appropriately
- Conduct high volume prospecting between 40 - 60 qualified leads per day
- Assessed clients' financial data to determine loan suitability.
- Collaborated with and facilitated communications between clients and lenders to obtain ideal loans
- Explained entire personal/business loan process to clients in accordance to Ministry of Law's regulations
- Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
- Negotiated loan terms and conditions with clients to maximize profitability.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Trained new employees on customer service, loan terms and organizing strategies.
- [Side Project] Came up with quality of life improvements for company's website to enhance customer journey
- [Side Project] Came up with marketing plan for improved conversion rates
Customer Service - Credit Cards & Unsecured Loans
Development Bank of Singapore, DBS
06.2021 - 12.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Communicated with clients regarding account services, statements, and balances.
- Assisted customers with questions and inquiries to provide information regarding credit card accounts.
- Researched and resolved customer complaints and disputes related to credit card accounts.
- Worked flexible hours across night, weekend and holiday shifts.
- Maintained average call handling time of 300 seconds per call
- Identified issues, analyzed information and provided solutions to problems.
- Delivered services to customer locations within specific timeframes.
Customer Support Associate
Wise (F.K.A TransferWise)
04.2019 - 04.2021
- Answered live online chats and email to give quick answers and solve problems faster.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to website and email inquiries within 3 business days to maintain customer satisfaction and generate positive reviews.
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
- Maintained up-to-date knowledge of product and service changes.
- [Side Project] Appointed subject matter expert and point of contact for debit card launch
- [Side Project] Worked with compliance officer to reach out to and provide solutions for customers affected by Monetary Authority of Singapore's Payments and Services Act
Customer Experience Specialist
Delta Airlines
07.2017 - 04.2019
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Handled billing information over phone.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Processed order transactions and provided customers with detailed itineraries, tickets, and receipts.
Education
WSQ Diploma in Retail Management -
NATC Institute
Singapore 12.2021 - 04.2022
GCE "A" levels -
Millennia Institute
SIngapore 01.2010 - 12.2012
Skills
Creative problem solving
undefinedInterests
Gaming
Photography
Timeline
Senior Customer Relationship Executive (Telesales)
Lendela Pte. Ltd.
01.2022 - Current
WSQ Diploma in Retail Management -
NATC Institute
12.2021 - 04.2022
Customer Service - Credit Cards & Unsecured Loans
Development Bank of Singapore, DBS
06.2021 - 12.2021
Customer Support Associate
Wise (F.K.A TransferWise)
04.2019 - 04.2021
Customer Experience Specialist
Delta Airlines
07.2017 - 04.2019
GCE "A" levels -
Millennia Institute
01.2010 - 12.2012
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