Samy Badir

Senior Escalation Specialist – Joi Gifts MENA Region at Joi Gifts
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Contact Information
us****@****om
(386) 825-5501
Location
Dubai, United Arab Emirates, AE
Skills

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Credentials

  • AUC
    American University in Cairo
    Oct, 2007
    - Nov, 2024

Experience

  • Joi Gifts
    • United Arab Emirates
    • Technology, Information and Internet
    • 1 - 100 Employee
    • Senior Escalation Specialist – Joi Gifts MENA Region
      • Oct 2021 - Present

       Attend to customer queries, requests and complaints received through various channels assigned by the department head.  Engage with customers as per Joi Gifts behavioral guidelines, processes and procedures.  Take full ownership of complaints received and follow them through till they are resolved.  Communicate and coordinate with internal departments to follow up on customer requests or complaints and ensure that the relevant conversations are closed on a positive note  Promote current offers and update customers on new arrivals when the opportunity arises.  Encourage customers to register with Joi Gifts and provide recommendations for their gifting needs when requested.  Encourage customers to provide their feedback with every possible opportunity.  Perform other related duties as assigned by the department head. Show less

  • Miracle Tourism
    • Reservation Executive - Miracle Tourism - KUONI UK - Dubai
      • Sep 2019 - Jul 2021

       Processed hotel room reservations for individuals contracted Travel Agencies and local and offshore Tour operators. Handled daily correspondence, responds to inquiries and handling complaints. Prepared excel reports for reservation analysis on daily, weekly, and monthly basis. Coordinated with logistics and financial departments.

    • Tour Leader/Hotel Representative - Miracle Tourism - KUONI UK - Dubai
      • Sep 2017 - Sep 2019

       Welcomed groups of tourists at the starting point and made sure that everyone has arrived Pointed out and explained tourist attractions during the trip Made sure travel arrangements and stopovers ran smoothly and changed routes or arrangements as necessary Handled passport or visa problems, emergencies, illness, accidents, lost luggage, and any complaints.

  • Teleperformance
    • France
    • Outsourcing and Offshoring Consulting
    • 700 & Above Employee
    • Senior Customer Care Representative/Mentor – Apple Support
      • Sep 2015 - Sep 2017

       Started as an Agent/CSR and got promoted to a Senior CSR/Mentor  Delivered Customer Care to Apple Middle East and UK customers for Apple products (iPhone – iPad – iPod –Mac)  Identified and reported software bugs and hardware defects to Apple Support Engineers.  Handled complaints, communicated with Third parties and service providers around Middle East and North Africa to ensure issues affecting customer’s experience are resolved.  Recommended new Apple products, Sold Apple-based services, and accessories to fit customer need.  Assisted junior advisors with technical solutions and troubleshooting steps.  Guided and trained new employees. Show less

  • Convergys
    • United States
    • Outsourcing and Offshoring Consulting
    • 700 & Above Employee
    • Customer Care Representative – Convergys Global Services – Cairo, Egypt
      • Feb 2012 - Jun 2015

       Handled Customers’ voice and non-voice requests including billing and technical issues to achieve the proper resolution in the agreed time frame of service level.  Generated Sales Leads.  Handled Complaints, provided alternative solutions within the time limits.  Processed customers’ accounts and filed documents  Handled Customers’ voice and non-voice requests including billing and technical issues to achieve the proper resolution in the agreed time frame of service level.  Generated Sales Leads.  Handled Complaints, provided alternative solutions within the time limits.  Processed customers’ accounts and filed documents

  • Stella Di Mare Beach Hotel & Spa
    • Egypt
    • Hospitality
    • 100 - 200 Employee
    • Reservation at Stella Di Mare Hotels & Resort – Egypt
      • Apr 2010 - Jan 2012

      Processed hotel room reservations for individuals contracted Travel Agencies and local and off-shore Tour operators. Processed reservations by mail, telephone, fax including cancellations and modifications. Handled daily correspondence. Responded to inquiries and made reservations as needed. Knowledge of room types available as well as their location and layout. Awareness of the selling status, rates, availability and benefits of all packages plans. Prepared letters of confirmation, payment reminder letters. Configured rates on the hotels property management system. Sent daily forecast reports and Tracking future room availabilities. Prepared expected arrival list for front office use. Handled billing issues (payment confirmation and cancellation refunds).  Promoted goodwill by beings courteous, friendly, and helpful to everyone. Awareness of all front office procedures and assist reception duties when needed. Show less

    • Receptionist - Front Office Department at Stella Di Mare Hotels & Resort – Egypt
      • Mar 2008 - Mar 2010

       Greeted all guests and assisted them with check-in and check-out Answered, screened and forwarded incoming phone calls Managed guest bookings and reservations Assisted with administrative and clerical tasks as needed Ordered front office supplies and keep inventory of stock Arranged travel and accommodations, and prepare vouchers Maintained office security by following safety procedures and controlling access via the reception desk (monitor logbook, issue visitor badges) Performed other clerical receptionist duties such as filing, photocopying, transcribing and faxing Show less

Education

  • Sohag University
    Bachelor of Arts (B.A.), English Language and Literature, General
    2003 - 2007

Community

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