Muna Ismail
Muna Ismail
Sharjah
Summary
Innovative Call Center Representative with 5 in Dubai Health Authority years of experience providing excellent support to clients while building rapport. Adept in implementing problem-solving techniques for customer complaints and handling high call volume. Successful at maintaining high customer satisfaction ratings through friendly demeanor and assistance with additional customer questions.
Overview
9
9
years of professional experience
13
13
years of post-secondary education
3
3
Languages
Work History
Muna Ismail, Emirates
05.1989
- (+971) 501687261
- Email address: muna.mhmood@outlook.com
- Address: al Nahda rd abdul Aziiz majd bldg block A2 flat 607, 32223 sharjah (, ) 1
- 2
- 3
- 4
- 5
- 6
- 1
- 2
- 3
- 4
- English
- LISTENING B2 READING B2 WRITING B1
- SPOKEN PRODUCTION B1 SPOKEN INTERACTION B1
- Somali
- LISTENING B2 READING A1 WRITING A1
- SPOKEN PRODUCTION B1 SPOKEN INTERACTION B2
- Driving Licence: B
Senior customer service representative
Teleperformance, Dubai Health Authority
08.2017 - Current
- Receiving and placing calls (Inbound/outbound) to address customer needs, complaints, or other issues related to the service
- Responding efficiently and accurately to customers, providing possible solutions, and ensuring that clients feel supported and valued
- Engaging in active listening with callers, confirming or clarifying information, and pacifying angry clients, as needed
- Take ownership of customers issues and follow problems through to resolution
- Utilizing software, databases, scripts, and tools appropriately
- Document all call information according to standard operating procedures
- Understanding and striving to meet or exceed call metrics while providing excellent consistent customer service
- Register the call details in software along with summary of inquiry (CRM System )
- Handling patient appointment and inquiries in all Dubai Health Authority Facilities such as Primary Health
- Centers ,Specialty Health Centers and Hospitals
- Supporting the operation in the floor by assisting the agents and calling facilities to verify any new process
- Handling customer’s complaints
- Profession in Sheryan system Assisting All Medical Professionals licensing inquiries in Sheryan Accounts (New, Renew, Upgrade
- Assisting the Customers with Health Care facility licensing inquiries in Sheryan Accounts (New, Renew,
- Change facility location , Change medical director )
- Assisting Customer thru E-services (DHA web and application )
- Assisting Customer With Medical Fitness Application (Salem System)
- Assisting how to apply Medical Fitness application / Occupational Health Screening
- Require Documents and working hours of the Medical Fitness Centers Centers .
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Researched and rapidly resolved client conflicts to maintain key accounts.
Customer contact clerk
Sybrid company
10.2013 - 07.2017
- Handling complaint calls and inquiries from the customers
- Coordinating customers complaint with store and store managers
- Emailing inquiries and complaint to the Operation Management &Preparing reports
- Registering customers thru client system and placing orders.
- Carried out day-to-day duties accurately and efficiently.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Outlet centre sales assistant
Al Futtaim Group
08.2012 - 09.2012
- Worked with customers to understand needs and provide excellent service.
- Increased customer satisfaction by resolving issues.
- Worked flexible hours across night, weekend and holiday shifts.
- Monitored company inventory to keep stock levels and databases updated.
- Developed team communications and information for meetings.
- Received and processed stock into inventory management system.
Education
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Baghdad Center, Bouhaira Cornich rd
06.2011 - 07.2011
Baghdad Center, Bouhaira Cornich Rd
05.2011 - 07.2011
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Baghdad Center, Bouhaira Cornich
05.2011 - 06.2011
Zabeel High School
09.1995 - 06.2008
English Language Courses -
Cosmos
Dubai 11.2008 - 01.2009
Skills
Complaint resolution
Timeline
Senior customer service representative
Teleperformance, Dubai Health Authority
08.2017 - Current
Customer contact clerk
Sybrid company
10.2013 - 07.2017
Outlet centre sales assistant
Al Futtaim Group
08.2012 - 09.2012
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Baghdad Center, Bouhaira Cornich rd
06.2011 - 07.2011
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Baghdad Center, Bouhaira Cornich
05.2011 - 06.2011
Baghdad Center, Bouhaira Cornich Rd
05.2011 - 07.2011
English Language Courses -
Cosmos
11.2008 - 01.2009
Zabeel High School
09.1995 - 06.2008
Muna Ismail, Emirates
05.1989
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