Hadeer Muhammed

Successful Customer Care Representative with 2+ years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.

Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.

• Finished assignments and followed the quality points with accuracy and efficiency to earn the title of Employee of the Month for September 2022
• For one month, I served as the floor team leader and was in charge of the monthly report.
• Handled escalations
• Provided Guidance to the agents.
• Supported the agents to work by the process.
• Checked the emails if they were sent to the relevant department.
• Dealt with hard calls from my colleagues and handled the customers.
• showed the agents how to manage hard calls and forward them to concerned departments.
• I managed to train the newcomers by showing them how to act on the calls and proceed further according to the process, I also took their inquiries and tried to provide sufficient answers.
• Handling the floor (telling the team to cancel the meeting if it isn't essential; checking with my teammates about the line and AUX; keeping an eye on the dashboard)
• As a result of the newcomers' lack of workflow access, a workflow was raised rather than them.

My favourite hobby is travelling because I love discovering new cities and places around the world. I often save up for months to plan a trip every year. I love friends’ trips and family outings but solo travelling brings me the real adventure and thrill to venture into new places all by myself.”