ABDELRAOUF IBRAHIM
UAE
Summary
Experienced Call Center Agent with 4 years in customer service and support roles, proficient in handling a high volume of inbound and outbound calls. Skilled at providing exceptional service, resolving issues efficiently, and ensuring customer satisfaction. Strong communicator with the ability to manage inquiries, address complaints, and offer solutions in a friendly, professional manner. Proficient in CRM software, adept at multitasking, and known for maintaining a calm demeanor in high-pressure situations. Dedicated to continuous improvement and achieving performance goals.
Overview
5
5
years of professional experience
3
3
years of post-secondary education
Work History
Call Centre agent
Zain Telecommunication Company
Khartoum, Sudan
11.2019 - 09.2024
- Company Overview: Zain Telecom Company offers effective and quick telecommunications solutions
- Improved Customer Satisfaction: Improved customer satisfaction scores from 85% to 92% over two years by implementing new feedback system and improving response strategies
- Reduced Average Handle Time – AHT – Cut average handle time from 7 minutes to 5 minutes, leading to 15% increase in number of calls managed per shift
- Improved First Call Resolution – FCR – Increased first call resolution rate from 78% to 85% through targeted training and enhanced troubleshooting procedures
- Elevated Call Quality: Raised call quality scores from 90% to 95% by adhering to updated quality assurance guidelines and engaging in regular coaching sessions
- Lowered Abandonment Rate: Reduced call abandonment rate from 12% to 8% by optimizing call routing and implementing effective hold management strategies
- Knowledge Sharing: provide detailed explanations and guidance, similar to assisting customers in understanding products or services
- Zain Telecom Company offers effective and quick telecommunications solutions
- Answered customer telephone calls promptly and improved on-hold wait times.
- Employed active listening and product expertise to successfully resolve inbound queries.
- Managed high volume of inbound calls, ensuring swift response times.
Education
Diploma - Computer Science
National Ribat University
03.2011 - 03.2014
Skills
- Reporting
- Email administration
- Complaint resolution
- Salesforce CRM
- Customer Service
- Problem Solving
- Attention to detail
- Multi-tasking
- First call resolution
- Analytical Skills
- Team work
- Data entry proficiency
- Communication Skills
- Active listening
- Technical Support
- Computer Skills
- Customer Support
- Call Center Operations
- Advance MS Office Suite knowledge
- Time Management Skills
- Strategic planning
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STRENGTHS
Patience : Handling difficult or upset customers with composure and persistence.
Adaptability : Adjusting to various customer needs and changing situations with ease.
Conflict Resolution : Managing and resolving disputes in a professional manner.
Time Management : Effectively prioritizing tasks to manage workload and customer interactions efficiently.
Team Collaboration : Working well with others to achieve common goals and provide comprehensive customer support.
Attention to Detail : Ensuring accuracy in handling customer requests and maintaining high standards of service.
Problem - Solving : Aptitude for addressing customer issues, identifying solutions, and resolving complaints.
Communication Skills : Communication Skills: Ability to clearly convey information, listen actively, and respond appropriately.
Accomplishments
I was promoted to Acting Supervisor for a period of 5 months .
Languages
Arabic
Fluent
English
Upper intermediate (B2)
Timeline
Call Centre agent
Zain Telecommunication Company
11.2019 - 09.2024
Diploma - Computer Science
National Ribat University
03.2011 - 03.2014
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