Raya Masoud Mohamed
Warsaw,poland
Summary
Service-oriented Customer Support Representative with more than 2 years of experience in contact center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.
Offering strong foundation in communication and interpersonal skills, with genuine interest in customer satisfaction and problem-solving. Brings commitment to learning and adaptability, quickly grasping new concepts and systems. Ready to use and develop exceptional listening and conflict resolution skills in Customer Service Specialist role.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
Scandinavian Airlines
Warsaw, Mazovia
10.2024 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Customer Experience Advisor
Foundever
03.2024 - 01.2025
- Documented customer interactions and feedback accurately in CRM systems to ensure continuity and quality of support.
- Proficient computer navigation skills using a variety of software packages, including Microsoft Office applications (Word, Excel, Outlook, PowerPoint).
- Informed and supported end users during IT system unavailability, ensuring clear communication.
- Applied strong problem-solving and negotiation skills to handle difficult customer calls efficiently.
- Escalated unresolved issues to 2nd and/or 3rd level support teams in line with SLA targets.
- Managed time effectively to assist a maximum number of clients while ensuring high-quality service delivery.
- Expert in Zendesk and effective utilization of the macros.
- Established performance and service goals and held associates accountable for individual performance.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Secured long-term accounts by recommending strategies to promote brand effectiveness and highlight product benefits.
- Led team of marketing professionals, offering mentoring and coaching to build knowledge and skills.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
Customer Service Representative
BRAC Tanzania Finance LTD
09.2021 - 11.2022
- Responded to customer needs through competent customer service and prompt problem-solving.
- Keeping records of customer interaction, processing customer accounts and filling documents
- Respond to customer questions, complaints and walking customers through basic troubleshooting or setup process
- Manage large amount of incoming calls and emails
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Logistic Officer Trainee
Tanzania Port Authority
05.2021 - 08.2021
- Supervised logistics functions and operations.
- Preparation of documentation and Invoice.
- Detected and enforced improvement opportunities in supply chain.
- Inventory management.
- Conducted audits to improve office logistics practices and procedures.
- Conducted research to address shipping errors and packaging mistakes.
- Help with planning schedule and delegating assignments to meet coverage and service demands
- Led idealization, planning and implementation of new and long-term business strategies.
Education
Bachelor of Arts - Business Management
University of Economic And Human Science in Warsaw
Warsaw02.2025
High School Diploma -
Alpha Girls High School
Tanzania05.2022
Skills
- Detail oriented
- Microsoft office pro-efficiency
- Decision making
- Flexible, Adaptable & Multitask
- Critical thinking
- Problem solving
- Highly organized and efficient
- Certified technical analyst
- CRM software proficiency
- Microsoft excel pro-efficiency
- Executive Management Support
- Emailing management
- Data Entry
- Customer service
- Good communication skills
- Call center experience
Languages
English, Arabic
Native language
Swahili
Proficient
C2
Certification
Project planning
Foundation of project management
Project initiation
Digital marketing and e-commerce
Agile project management
Timeline
Customer Service Specialist
Scandinavian Airlines
10.2024 - Current
Customer Experience Advisor
Foundever
03.2024 - 01.2025
Customer Service Representative
BRAC Tanzania Finance LTD
09.2021 - 11.2022
Logistic Officer Trainee
Tanzania Port Authority
05.2021 - 08.2021
Bachelor of Arts - Business Management
University of Economic And Human Science in Warsaw
High School Diploma -
Alpha Girls High School
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