Belal Ahmad Mahmoud Albaree
Al Ain,UAE
Summary
Highly skilled professional with extensive expertise in customer services training, computer skills, and desktop applications. Proficient in MS Office, Microsoft Windows, and various desktop applications. Demonstrates strong leadership, presentation, and organisational abilities. Exceptional communication skills combined with effective time management and planning capabilities. Adept at problem analysis and requirements analysis, ensuring efficient solutions to complex issues. Career goal includes leveraging these competencies to drive organisational success and enhance operational efficiency.
Overview
13
13
years of professional experience
2012
2012
years of post-secondary education
Education
Bachelor's - Accounting and Commercial Law
Hashemite University of Jordan
Tawjihi - undefined
Algabsi School
Work history
Customer Service Representative
Crystelcall
03.2012 - 04.2013
- Resolves service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Advise on company information
- Utilize computer technology to handle high call volumes
Supervisor
Al Ain Distribution Company (AADC)
Al Ain, UAE
07.2022 - 01.2025
- Company Overview: ADWEA – Abu Dhabi for water and electricity apartment
- Oversee daily operations of the customer service team, ensuring efficient and effective handling of all customer queries
- Manage team performance and KPIs, providing guidance to ensure targets are met
- Handle escalations, resolving complex issues while maintaining high levels of customer satisfaction
- Develop and implement process improvements to enhance team performance and customer experience
- Provide regular feedback and reports to senior management regarding team performance and customer feedback
- ADWEA – Abu Dhabi for water and electricity apartment
Team Leader
Al Ain Distribution Company (AADC)
Al Ain, UAE
08.2018 - 06.2022
- Company Overview: ADWEA – Abu Dhabi for water and electricity apartment
- Supervised and managed a team of customer service representatives to ensure optimal performance and achievement of departmental goals
- Provided coaching, support, and development to team members
- Monitored and evaluated team performance, ensuring high levels of customer satisfaction
- Assisted in handling complex customer complaints and escalations, providing solutions in a timely manner
- Conducted regular team meetings to discuss goals, performance, and provide updates on company policies and procedures
- ADWEA – Abu Dhabi for water and electricity apartment
Customer Service Representative
Al Ain Distribution Company (AADC)
Al Ain, UAE
11.2015 - 08.2018
- Company Overview: ADWEA – Abu Dhabi for water and electricity apartment
- Resolves service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Advise on company information
- Utilize computer technology to handle high call volumes
- ADWEA – Abu Dhabi for water and electricity apartment
Coordinator
Loyalty support services
09.2015 - 11.2015
- Ensuring that all administration procedures are followed to Company standards and audit requirements
- Acting as business interface so as to filter general information, requests and queries
- Greeting all incoming visitors to the office in a friendly, professional, hospitable manner
- Processing incoming and outgoing mail
Call Center Trainer
Fiber Business Solutions
03.2014 - 06.2015
- Company Overview: NCBS
- Int – Fiber Business Solutions, Mobily KSA Project – Etihad Al Etisalat Group
- Give training for the new agents
- Make a refreshment training for the current agents
- Make knowledge assessment for the current agents
- Support for the knowledge assessment system
- Make knowledge assessment for the team head
- NCBS
- Int – Fiber Business Solutions, Mobily KSA Project – Etihad Al Etisalat Group
Quality Assurance Analyst - Mobily Project
Fiber Business Solutions
04.2013 - 06.2014
- Company Overview: NCBS
- Int – Fiber Business Solutions, Mobily KSA Project – Etihad Al Etisalat Group
- Monitor and Support Agents calls and review emails for accuracy of information and call handling standards
- Ensure that Service Support Agents are delivering a high level of customer service
- Verify that agents are providing accurate solutions to customers
- Record evaluations utilizing departmental quality monitoring forms
- Prepares and analyzes quality reports for Management review
- Participates in the design of quality monitoring forms and quality standards
- NCBS
- Int – Fiber Business Solutions, Mobily KSA Project – Etihad Al Etisalat Group
Skills
- Customer services training
- Computer Skills
- Desktop Applications
- MSOffice
- Microsoft Windows
- Language
- Computer Literate
- Leadership
- Presentation
- Organization
- Typing
- Time management
- Negotiation
- Planning
- Very good communications skills
- Microsoft Office
- Requirements Analysis
- Problem analysis
Custom
- Mr. Mohammad Ammouri, Call Center manager in Fiber Business Solutions (mobily project), +962796057800
- Mr. Farah Musleh, Manager Quality Assurance Analyst in Crystelcall, +962775454729
Personal Information
- Date of birth: 11/11/90
- Gender: Male
- Nationality: Jordanian
- Marital status: Single
Timeline
Supervisor
Al Ain Distribution Company (AADC)
07.2022 - 01.2025
Team Leader
Al Ain Distribution Company (AADC)
08.2018 - 06.2022
Customer Service Representative
Al Ain Distribution Company (AADC)
11.2015 - 08.2018
Coordinator
Loyalty support services
09.2015 - 11.2015
Call Center Trainer
Fiber Business Solutions
03.2014 - 06.2015
Quality Assurance Analyst - Mobily Project
Fiber Business Solutions
04.2013 - 06.2014
Customer Service Representative
Crystelcall
03.2012 - 04.2013
Tawjihi - undefined
Algabsi School
Bachelor's - Accounting and Commercial Law
Hashemite University of Jordan
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