Isra Mohamed
Call center agent
Sharjah,SH
Summary
Knowledgeable and dedicated customer service professional with extensive experience in marketing and telecommunications company with more than 3+ year experience in call center agent. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
7
7
Certifications
Work History
Data Entry Coordinator
Neilson Marketing Services
10.2023 - 04.2024
- Reviewed, corrected, deleted and re-entered data to eliminate duplication of data and maintain data integrity.
- Coordinated closely with other departments to facilitate smooth flow of information across business units, ultimately ensuring consistent application of corporate policies on data handling.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Maintained high levels of focus, entering large volumes of data accurately within tight deadlines.
- Provided daily supervision, feedback and oversight to direct reports.
- Participated in weekly conference calls with management to discuss department updates and strategies.
Call Center Representative
Noon Group
01.2022 - 09.2023
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Service delivery performance metrics were tracked and reported, ensuring adherence to SLAs and identifying improvement opportunities.
- Coaching sessions were conducted with associates to enhance client service performance, providing constructive feedback based on quality assessments.
- Supplement monitors were allocated effectively through coordination with quality vendors, ensuring timely distribution of monitoring assignments.
- The witness system database was accessed and maintained to support quality assessment activities.
- Ticket audits were performed on service request operations teams, ensuring adherence to internal procedures and workflow documentation.
- Reporting tools were utilized to track performance metrics at departmental, team, and individual levels to measure quality rates.
Event Organizer
Expo Group
01.2022 - 02.2022
- Coordinated schedules and timelines for events.
- Improved overall guest satisfaction by implementing responsive customer service practices throughout the planning stages and during events themselves.
- Coordinated logistics for large-scale events, including venue selection, catering arrangements, transportation services, and accommodations for guests.
- Successfully managed a team of volunteers to provide exceptional support during events, fostering a positive work environment and efficient task completion.
- Optimized event agendas for seamless transitions between activities, ensuring smooth flow throughout the duration of each function.
- Delivered comprehensive reports on the success metrics of each event highlighting key achievements and lessons learned to inform future strategies.
- Coordinated volunteer activities and facilitated distribution of promotional and marketing materials.
- Attended conferences and events to stay up-to-date with industry trends and planning standards.
Medical Receptionist
Dr.nagi Zarif Malti Clinic
01.2019 - 01.2022
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
- Assisted healthcare providers with administrative tasks, enabling them to focus on quality patient care.
- Helped patients complete necessary medical forms and documentation.
- Facilitated effective communication between patients, medical staff, and insurance companies to ensure seamless coordination of care.
- Managed multi-line phone system and pleasantly greeted patients.
- Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
- Developed strong relationships with patients, fostering loyalty and trust in the practice''s services.
- Handled billing procedures accurately, ensuring prompt payment from both patients and insurance providers.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Streamlined appointment scheduling for improved patient flow and reduced wait times.
- Checked patient insurance, demographic, and health history to keep information current.
Call Center Sales Representative
Zain Telecommunications Company
01.2018 - 01.2020
- Exceeded monthly sales targets through effective prospecting, lead generation, and closing techniques.
- Managed escalated calls professionally, resolving complex issues effectively while maintaining rapport with callers.
- Reduced average call times by quickly addressing customer inquiries and resolving issues proactively.
- Increased customer satisfaction by efficiently handling inbound and outbound sales calls.
- Achieved top performer status consistently due to excellent sales results and customer feedback ratings.
- Enhanced team productivity by collaborating on strategies to improve call center performance metrics.
- Adapted communication style according to diverse clientele backgrounds for better connection and rapport building during calls.
- Navigated multiple software platforms concurrently while engaging customers in conversations, enhancing multitasking skills in a fast-paced environment.
- Utilized CRM systems proficiently to track customer interactions, ensuring accurate records for future reference and followups.
Education
MBBS - Medicine, Sudan
Ahfad University For Women
Omdurman,Sudan 12.2023
High School Diploma -
Al Shoula Private School
Sharjah,UAE05.2015
Skills
Personal skills
Languages
Arabic
Bilingual or Proficient (C2)
English
Advanced (C1)
Certification
Introduction to customer service by cvs health call center
Software
ICT
Timeline
Medical updates academy conference by Medvarsity education FZ LLC
06-2024
Awareness on the different types of headaches
06-2024
Basic life support course by AHA
06-2024
Volunteer certificate at Al qassimi hospital
03-2024
Training certificate of Robotic assisted emergency general surgery by dukes’ club
03-2024
ICPM(marketing executive)
02-2024
Introduction to customer service by cvs health call center
12-2023
Data Entry Coordinator
Neilson Marketing Services
10.2023 - 04.2024
Call Center Representative
Noon Group
01.2022 - 09.2023
Event Organizer
Expo Group
01.2022 - 02.2022
Medical Receptionist
Dr.nagi Zarif Malti Clinic
01.2019 - 01.2022
Call Center Sales Representative
Zain Telecommunications Company
01.2018 - 01.2020
MBBS - Medicine, Sudan
Ahfad University For Women
High School Diploma -
Al Shoula Private School
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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