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
Adaptable and proficient in learning new concepts quickly and efficiently
Product knowledge
Excellent Communication
Cold Calling
Conversion copywriting
Technical Support
Interests
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