Fatima Elzahraa Ahmed
Abu Dhabi - UAE
Summary
Professional in costumer relation, and communication, skillfully balancing the workplace and productive relationship, inspiring to achieve a competitive business advantage in addition, a leader, performance enhancer, and motivator.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Call Center Team Lead
MTN Sudan
06.2013 - 10.2015
- Handled advanced issues with calm, knowledgeable and professional approach.
- Generated reports detailing metrics such as call times and satisfaction ratings.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Oversaw team of [Number] agents focused on [Type] calls.
- Oversaw call-monitoring, coaching, performance and corrective action for all team members.
- Prioritized team and individual goals to effectively achieve business objectives.
- Provided knowledge and resources to prepare each team member for success and top performance.
- Responded to team support questions quickly to maintain call center efficiency.
Call Center Agent
MTN Sudan
01.2012 - 06.2013
- Answered inbound customer service calls to assist with questions, concerns or problems.
- Leveraged scripts and other resources to answer questions and direct to appropriate resources.
- Updated customer records in CRM to document interactions.
- Recognized and documented trends in customer calls to facilitate process improvements.
- Maintained contact with customers to request referrals.
- Supported customers by managing [Number] calls per day efficiently while maintaining professionalism and upbeat tone.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained user account data by initiating account access and establishing in database.
Trainee
Kenana Engineering And Technical Services LTD
04.2011 - 06.2011
Education
Business Management
National Ribat University
Khartoum Sudan 11.2010
Skills
- Customer Service
- leadership, team building and management
- Customer satisfaction
- Delegate responsibilities
- Key Holder Experience
- Sales Expertise
- Computer Skills
- Communication
Languages
Arabic
English
Additional Information
Date of birth: 27/7/1989
Place to birth: Abu Dahbi UAE
Gender: Female
Marital Status: Marred
Visa status: resident
Certification
Beacon Training and human envelopment center
Khartoum Sudan
Customer service excellence Oct 3rd to 7th Oct, 2013
Timeline
Call Center Team Lead
MTN Sudan
06.2013 - 10.2015
Call Center Agent
MTN Sudan
01.2012 - 06.2013
Trainee
Kenana Engineering And Technical Services LTD
04.2011 - 06.2011
Business Management
National Ribat University
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