Samah Saleh

I have extensive experience in customer service, specifically in handling complaints from passengers across all travel classes for Air France, KLM, and Delta Airlines. My role involves resolving a wide range of post-flight issues, providing detailed responses, and ensuring customer satisfaction. In addition, I support the airline’s legal department by assisting with pre-litigation complaints, settlement negotiations, and cases submitted to court.

I worked as a Customer Service Representative at Teleperformance, supporting Amazon customers. My duties included handling inquiries about the purchasing process, assisting customers in locating product information, and providing support with post-order issues such as delivery delays, returns, and refunds. I ensured a smooth shopping experience by offering accurate and helpful information tailored to each customer's needs.

I worked as a Customer Service Representative for Vodafone Germany, handling inbound calls from prepaid (Karte) customers. My responsibilities included identifying and resolving issues related to mobile data, internet usage, plan subscriptions, payments, and SIM-related problems. I provided personalized support by helping customers choose the most suitable packages based on their usage patterns and needs. A key part of my role was customer retention—actively listening to complaints, offering practical solutions, and encouraging prepaid users to transition to contract plans to ensure long-term customer loyalty.

I worked as a Customer Service Representative at Concentrix, handling O2 postpaid customers. My duties included managing incoming calls related to billing inquiries, internet usage complaints, and data plan issues. I assisted customers in understanding their invoices, selecting personalized offers for individuals, families, and friends, and obtaining discounts when signing multiple contracts—such as combining mobile, home, or business services. I also supported customers in purchasing devices on installment (e.g., smartphones, screens, headphones). An essential part of my role was customer retention: listening to complaints from customers who were considering canceling their contracts, aiming to resolve their issues, improve their experience, and offer tailored solutions to retain them.

I worked as a Sales Assistant for a charity-based project run by a German tourism company (Meeting Point) in collaboration with local tour guides. The project aimed to support orphaned children and low-income women by helping them generate income through high-quality handmade products, including clothing, home textiles, and decorative items tailored to customer preferences.
My role involved assisting German customers in selecting products that matched their taste, home size, and color preferences. I explained the social impact and mission behind the project, collected customer feedback, and communicated it to the women artisans. I also supported tour guides with special client requests and helped build customer trust by delivering personalized service and thoughtful recommendations.