ABDALAZIZ ALTAHER
Dubai
Summary
Enthusiastic Senior Customer Service Representative with more than 2 years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of the company's customer service policies and remains well-trained in product knowledge to offer quick and accurate customer assistance. Operates at a high level to consistently meet or exceed business quality and productivity standards.
Overview
5
5
years of professional experience
Work History
Senior Customer Service Representative
Cupola Teleservices
01.2022 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Call Center Quality Analyst
Interface.ltd
Sudan Khartoum
03.2020 - 04.2022
- Enhanced call centre performance by implementing quality monitoring processes and providing feedback to agents.
- Improved customer satisfaction ratings by analysing call recordings and identifying areas for improvement.
- Conducted regular evaluations of agent interactions, ensuring consistency in delivering exceptional service.
- Served as a subject matter expert on call centre quality assurance, providing guidance and expertise to colleagues and management as needed.
- Maintained detailed records of quality evaluations, providing valuable insights for ongoing performance reviews and improvement initiatives.
Call Center Executive
ORBIT ROAD CO.LTD / Malomatia
01.2019 - 03.2020
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Exceeded daily call center metrics, consistently maintaining a high level of productivity and customer satisfaction.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
High school Diploma - Refrigeration & Air conditioning- Islamic Society
Islamic Complex School
03.2013
Skills
- Customer Support
- Complaint resolution
- Quality Assurance
- Payment Processing
- Call Control
- Staff Training
- Escalation management
- Live chat support
- Calm Under Pressure
- Teamwork and Collaboration
- Microsoft Office
Languages
Arabic
English
Personal Information
Title: CUSTOMER SERVICE
Timeline
Senior Customer Service Representative
Cupola Teleservices
01.2022 - Current
Call Center Quality Analyst
Interface.ltd
03.2020 - 04.2022
Call Center Executive
ORBIT ROAD CO.LTD / Malomatia
01.2019 - 03.2020
High school Diploma - Refrigeration & Air conditioning- Islamic Society
Islamic Complex School