ALEMAM FATHALRAHMAN
DUBAI
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Overview
1
1
year of professional experience
Work History
Customer Service Ambassador
PACT EMPLOYMENT SERVICES (EMIRATES NBD)
01.2024 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Maintained a high level of professionalism at all times, representing the company positively and consistently exceeding customer expectations.
Customer Service Representative
Teleperformance (Ministry of Human Resources and Emiratisation)
03.2023 - 12.2023
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Handled average of 60+ customers calls per day
- Developed and updated databases to handle customer data
- Answered customer telephone calls promptly to avoid on-hold wait times
- Placed outbound customer service or customer satisfaction calls to follow up on issues
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Responded to customer calls and emails to answer questions about products and services
- Verified accurate responses to questions and inquiries by maintaining advanced product knowledge
- Investigated and resolved customer inquiries and complaints quickly
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
Education
Bachelor of Science - Information Technology
Sudan Academy For Banking And Financial Sciences
KHARTOUM , SUDAN03.2022
Skills
- Commitment to Work in Team
- Problem Solver
- Work Under Pressure
- Account Updating
- Microsoft Excel
- Fast Learning
- Process Optimization
- Customer Relations
- Active Listening
- Quality Control
- System Implementation
- Complaint Handling
Languages
Arabic
English
Timeline
Customer Service Ambassador
PACT EMPLOYMENT SERVICES (EMIRATES NBD)
01.2024 - Current
Customer Service Representative
Teleperformance (Ministry of Human Resources and Emiratisation)
03.2023 - 12.2023
Bachelor of Science - Information Technology
Sudan Academy For Banking And Financial Sciences
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