Marwan Mohamed Metwally Mohamed Customer Service Representative | Dispatcher | Telesales Agent PERSONAL INFORMATION Location Giza, Egypt Phone 01157410389 Age 36 years old English Professional Working Proficiency EDUCATION Bachelor's Degree in Tourism and Hotels — 2012 PROFESSIONAL SUMMARY Experienced customer service, logistics, and telesales professional with over 13 years of experience supporting international customers across telecom, food ordering, logistics, and hospitality services. Strong background in resolving complex cases, handling customer complaints, managing high-pressure and high-volume environments, coordinating operational issues, and delivering value-driven sales solutions. Highly experienced in communicating with English-speaking customers across international markets. PROFESSIONAL EXPERIENCE Customer Service Representative — Etisalat Account | 2013 – 2015 • Provided customer support for telecom account inquiries and service-related issues. • Resolved complaints involving invoices, bills, account concerns, and complicated cases. • Handled angry customers professionally and worked effectively in busy, high-pressure call environments. Customer Service Representative — Exceed | 2015 – 2020 • Supported English-speaking customers in the UAE with fast-food ordering services. • Processed customer requests and resolved order-related concerns and complaints. • Maintained high service quality during rush periods and back-to-back customer interactions. Dispatcher — Delivery Hero / Talabat | 2020 – 2025 • Supported logistics operations and handled rider-related issues across Gulf Arab markets. • Coordinated solutions for vehicle issues, order-quality concerns, and operational delivery challenges. • Communicated effectively with English-speaking stakeholders while managing fast-paced operational situations. Telesales Agent — Allorica | 2025 – Present • Sell hotel accommodations and room reservations to customers in international markets, including the US, Australia, New Zealand, and the UK. • Work toward sales targets by presenting the value and benefits of available offers. • Help customers select suitable accommodations and build confidence in their booking decisions. • Handle objections and communicate compelling value propositions in a competitive pricing environment. CORE SKILLS Customer Service & Customer Experience • Telesales & Consultative Selling • Complaint Resolution • Handling Angry Customers • Complex Case Management • Telecom Account Support • Billing & Invoice Issue Resolution • Logistics Coordination & Dispatching • Order Quality Resolution • High-Pressure & High-Volume Call Handling • English Customer Communication • Objection Handling & Value-Based Selling