Hanan Abdelrahman Mohamed Elnour
Dubai,UAE
Summary
Professional Call Centre Agent with excellent phone manner, outstanding interpersonal skills and first-class customer service expertise. Proficient in sales and customer data management. Well-versed in [Software] call-handling systems.
Inspiring speaker enthusiastic about motivating professionals to pursue ongoing development. Leads sessions and coordinates training activities based on organisational needs. Approachable, encouraging and informative leader adapts to different situations and environments.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work history
Training executive
future shaping institute
Dubai, UAE
06.2022 - Current
- Organised delivery of specialised training in liaison with external service providers.
- Facilitated high-quality workshops, meetings and demonstrations online and offline.
- Investigated needs of and threats to organisations in various industries.
- Analysed training requirements at individual, team and organisational level.
- Produced training and supportive materials tailored to organisational needs.
- Created training programmes guaranteed to achieve key organisational objectives.
- Planned training schedules, prepared materials and booked necessary rooms and facilities.
- Developed soft skills by providing training in time-management, problem-solving, and effective communication.
Secretary
Smart Leaders
Dubai, UAE
02.2022 - 05.2022
- Updated files and records with precise system navigation.
- Screened and directed incoming phone calls and distributed correspondence effectively.
- Greeted customers promptly and professionally, providing friendly, knowledgeable assistance.
- Drafted and distributed professional business letters and email correspondence.
- Typed documents, updated websites and compiled information for meetings with exceptional speed.
- Organised personal and professional calendars, supplying timely reminders of upcoming meetings and events.
- Prepared professional high quality presentations using Microsoft PowerPoint and Excel spreadsheets.
Call centre agent
zain
Khartoum, Sudan
06.2020 - 12.2021
- Continually updated customer databases, ensuring compliance with GDPR regulations.
- Recommended call routing strategies, reducing average on-hold times.
- Trained junior agents on customer service excellence, boosting customer satisfaction rates.
- Maintained accurate records to simplify information flow between customer service and account management teams.
- Processed complaints professionally, seeking effective, timely solutions for continued customer satisfaction.
- Used outstanding problem-solving and communication skills to appease dissatisfied customers.
- Maintained accurate knowledge of current services to provide informative customer advice.
- Achieved daily performance targets, aiding department progression towards sales goals.
Sales supervisor
Arac Groub
khartoum, Sudan
03.2018 - 03.2020
- Organised and coordinated sales team schedules, helping staff meet company and client expectations.
- Analysed sales data to define weekly quotas for multiple departments, assessing potential areas of growth.
- Coached team members to reach and exceed weekly and monthly sales goals.
- Enhanced sales by introducing impactful employee incentive and recognition schemes.
- Promoted exceptional customer service by engaging clients on sales floor, building positive rapport, answering product queries and handling complaints.
- Audited team outputs and service delivery to achieve Quality Assurance goals.
- Managed teams and allocated resources to increase profits by [Number%].
Call centre
ISP
Abu Dhabi, UAE
11.2016 - 11.2017
- Conducted performance evaluations to determine capability and progress of staff.
- Oversaw triage and allocation of multiple calls per day.
- Assisted representatives in solving problems with dissatisfied clients to increase customer satisfaction.
- Analysed statistics, actioning strategic operational improvements to aid call centre growth.
- Authorised replacements and refunds requested by customers.
- Carried out regular call and communication monitoring for service provisions to meet defined quality standards.
- Calculated waiting calls and call abandonment to develop service improvement strategies.
- Coordinated training opportunities to promote customer service excellence amongst staff.
Education
Bachelor of Technology - information technology
Omdurman ALAhlia University
KHARTOUM/SUDAN 10.2003 - 09.2007
Skills
- Time management
- Data organization
- Customer needs analysis
- Customer rapport building
- Customer communications
- Resolving issues
- Personable telephone manner
- Microsoft Word, Excel,powerpoint
Languages
Arabic
Native
English
Upper intermediate
Timeline
Training executive
future shaping institute
06.2022 - Current
Secretary
Smart Leaders
02.2022 - 05.2022
Call centre agent
zain
06.2020 - 12.2021
Sales supervisor
Arac Groub
03.2018 - 03.2020
Call centre
ISP
11.2016 - 11.2017
Bachelor of Technology - information technology
Omdurman ALAhlia University
10.2003 - 09.2007