Summary
Overview
Work history
Education
Skills
Languages
Timeline
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Ahmed Abaker

Ahmed Abaker

Dubai,UAE

Summary

Motivated customer service team member eager to streamline operating procedures to maximise team efficiency and customer satisfaction. Specialises in quality, speed and performance improvements Assertive student aspiring to apply skills for Back Office Executive position. Capable of multi-tasking to assist team and complete projects. Prepared to learn administrative tasks to sharpen skills.

Overview

6
6
years of professional experience
5
5
years of post-secondary education

Work history

Senior CSR

Cupola Teleservices
Dubai, UAE
05.2017 - 10.2023
  • Identified customer retention opportunities throughout onboarding process, leading to 90% improvement.
  • Demonstrated exceptional systems knowledge when handling tech support queries.
  • Expertly navigated Zendesk to efficiently resolve technical and billing queries.
  • Delivered consistently high standards of customer service across CRM platforms, including phone, email and live chat enquiries.
  • Accurately determined customer needs, resolving 85% of queries at first point of contact.
  • Facilitated rotation into other teams by maintaining impeccable product knowledge.
  • Generated customer data reporting on time and in compliance with GDPR regulations.
  • Prioritised and analysed complex cases effectively to achieve efficient resolution.
  • Trained, coached and mentored 12 team members, taking ownership of customer service training plans.
  • Organised workload to deliver prompt and exemplary service to all customers.

Education

Bachelor of Education - Technical Education

Sudan University of Science & Technology
Sudan
01.2004 - 08.2008

Skills

  • Order processing
  • Policy and procedure modification
  • Administrative and clerical support
  • Data gathering and analysis
  • Staff engagement techniques
  • CRM platforms proficiency
  • Consumer trends awareness
  • Prioritisation and time management
  • Office administration
  • Office staff leadership

Languages

English
Fluent
Arabic
Native
French
Intermediate

Timeline

Senior CSR

Cupola Teleservices
05.2017 - 10.2023

Bachelor of Education - Technical Education

Sudan University of Science & Technology
01.2004 - 08.2008
Ahmed Abaker