Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Timeline
Generic

Emad Dean Abdelraouf

Boca Raton

Summary

Customer Service Specialist with 5+ years of experience delivering high-impact service and issue resolution across finance, healthcare, insurance, and travel industries. Adept at managing escalations, collaborating cross-functionally, and using CRM systems to drive resolution and improve customer satisfaction. Known for professionalism, attention to detail, and achieving performance recognition

Overview

8
8
years of professional experience

Work History

Post Cruise Escalation Specialist

Insite Managed Solutions
Ft. Lauderdale
09.2024 - Current
  • Resolved complex customer escalations to achieve timely resolutions and enhance satisfaction.
  • Collaborated with support teams to identify root causes of issues.
  • Researched, analyzed, and addressed intricate customer inquiries.
  • Tracked escalations and documented resolutions using Salesforce, Siebel, and Polar.
  • Maintained accurate records of customer interactions in case management system.
  • Trained new team members on escalation protocols and tools.
  • Coordinated with cross-functional teams to tackle critical service challenges.
  • Participated in management meetings to discuss best practices for efficient escalation resolution.

Customer Care Professional/Fraud Specialist

American Express
Sunrise
09.2022 - 05.2024
  • Utilized advanced fraud detection systems to investigate suspicious customer account activities.
  • Reviewed transaction histories to identify and mitigate fraudulent patterns promptly.
  • Conducted outbound calls for transaction verification, ensuring quick resolutions.
  • Collaborated with Customer Service and Risk Management teams to prevent fraud losses effectively.
  • Compiled detailed reports on fraudulent activities for analysis and reporting purposes.
  • Maintained compliance with company policies and regulations while handling sensitive data.
  • Participated in training sessions to stay updated on emerging fraud trends.

Team Leader/Dialer Manager

K&H Advisors
Fort Lauderdale
08.2021 - 07.2022
  • Managed dialer system to oversee inbound and outbound calls for multiple agents.
  • Monitored lead utilization and call demographics, supporting agents with payment processing and account updates.
  • Processed claims for doctor visits, prescriptions, and medical procedures efficiently.
  • Responded to inbound inquiries, providing potential clients with information on eligibility and services.
  • Conducted outbound calls to existing customers, enhancing relationships and promoting new offers.

Insurance Agent

LTH Solutions
Boca Raton
01.2021 - 08.2021
  • Assisted new customers with policy sign-ups through inbound call responses.
  • Explained available options, guiding customers to select optimal solutions.
  • Resolved billing issues, policy updates, and information changes for existing customers.
  • Collaborated with sales team to meet weekly personal and company objectives.
  • Trained new agents through one-on-one sessions and monitored calls for quality assurance.
  • Intervened on calls to assist agents in de-escalating customer concerns.
  • Provided ongoing support to agents during calls as needed.

E-Commerce Supervisor

Hot Deals Inc
Fort Lauderdale
01.2018 - 01.2021
  • Managed daily operations of e-commerce platforms to enhance user experience.
  • Supervised team members to ensure efficient order processing and fulfillment.
  • Collaborated with marketing to optimize online promotions and product listings.
  • Trained staff on e-commerce tools and software for seamless operations.
  • Coordinated logistics with suppliers to maintain stock levels and timely deliveries.
  • Oversaw inventory management processes including product selection, pricing, ordering, and fulfillment.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

Education

High School Diploma -

Boca Raton High School
Boca Raton, FL
05-2017

Skills

  • Escalation resolution
  • Customer relationship management
  • Data analysis
  • Problem solving
  • Effective communication
  • Training and mentoring
  • Attention to detail
  • Leadership

Languages

English
Native/ Bilingual
Spanish
Professional

Accomplishments

  • First Mate Award - Princess Cruises/Insite| Outstanding performance as an exceptional team member whose support and teamwork have made significant contributions to the company's success.

Timeline

Post Cruise Escalation Specialist

Insite Managed Solutions
09.2024 - Current

Customer Care Professional/Fraud Specialist

American Express
09.2022 - 05.2024

Team Leader/Dialer Manager

K&H Advisors
08.2021 - 07.2022

Insurance Agent

LTH Solutions
01.2021 - 08.2021

E-Commerce Supervisor

Hot Deals Inc
01.2018 - 01.2021

High School Diploma -

Boca Raton High School

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