Karam Elqurim
Abu Dhabi
Summary
Proven Resolution Specialist with a track record of enhancing customer satisfaction at Marcus by Goldman Sachs through expert de-escalation techniques and assertive problem-solving. Spearheaded initiatives that significantly reduced complaints, demonstrating adaptability and excellent communication. Skilled in multitasking and teamwork, consistently exceeding performance targets without compromising quality or efficiency. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
6
6
years of professional experience
2
2
Languages
Work History
Resolution Specialist
Marcus by Goldman Sachs
02.2024 - 07.2024
- Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
- Exceeded performance targets consistently by prioritizing workload effectively and managing time efficiently during periods of high call volume or complex caseloads.
- Implemented effective communication skills to deescalate high-tension situations, fostering positive relationships between customers and the company.
- Improved customer satisfaction by resolving complex issues promptly and professionally.
- Monitored trends in customer feedback to inform continuous improvement efforts within the department or product offerings.
Teller Coordinator
Midflorida Credit Union
03.2023 - 10.2023
- Addressed employee issues and conflicts, applying listening and communication skills to promote quick resolution.
- Enhanced customer satisfaction by efficiently processing transactions and addressing inquiries.
- Maintained accurate records of daily transactions, promoting transparency and accountability within the team.
- Identified potential fraudulent activities, protecting the bank''s assets through diligent monitoring of transactions.
- Assisted tellers in cashing checks by verifying signatures and amounts.
- Received checks for deposits, entered information into database and issued receipts.
- Collaborated with managers to identify areas for improvement within branch operations, leading to increased efficiency and streamlined workflows.
- Facilitated communication between tellers and other departments within the bank, enabling smoother problem-solving processes for all parties involved.
- Collaborated with other departments to resolve complex customer issues, ensuring timely resolution and satisfaction.
Social Media Coordinator
Department of Culture
02.2020 - 02.2023
- Created social media content with consistent content and tone.
- Developed a strong online presence for clients through targeted social media strategies tailored to their unique needs.
- Strengthened brand identity with consistent messaging, tone, and visual elements across all posts.
- Analyzed performance metrics to identify trends and areas for improvement in future campaigns.
- Boosted brand visibility by developing and implementing engaging social media campaigns.
- Expanded audience reach by identifying and connecting with key influencers in the industry.
- Monitored comments sections across platforms to address negative feedback and maintain brand reputation.
- Created shareable content that resonated with followers, driving increased engagement rates and audience growth.
- Managed social media accounts for clients, generating interest for existing and upcoming product or service releases.
- Increased website traffic through effective cross-promotion and link sharing on social media channels.
- Streamlined social media management by utilizing scheduling tools and analytics software for optimal posting times.
Marketing and Social Media Officer
Delivery Hero
09.2018 - 01.2020
- Conducted regular audits of social media channels to identify areas for improvement and ensure continued alignment with overall business goals.
- Developed crisis communication plans and guidelines for potential negative situations on social media, mitigating potential risks and protecting the company''s reputation.
- Enhanced online presence by consistently updating and managing various social media profiles.
- Assisted in the development of a company-wide social media policy to ensure consistent messaging and brand voice across all channels.
- Monitored social media channels for trends and opportunities, adjusting strategies accordingly to maximize impact.
- Scheduled regular reporting meetings with stakeholders to provide updates on campaign progress, success metrics, and areas for improvement or adjustment moving forward.
- Increased brand awareness by developing and implementing a comprehensive social media strategy.
- Worked closely with internal teams in creating cross-functional promotional materials for maximum reach across multiple communication channels.
- Boosted engagement rates with the creation of targeted, relevant content tailored for specific platforms.
- Managed paid advertising campaigns on platforms such as Facebook and Instagram, optimizing budgets for maximum reach and conversions.
- Developed relationships with key industry influencers, leveraging their networks for increased exposure and collaboration opportunities.
Education
MBA - Business Administration
Abu Dhabi University
Abu Dhabi, United Arab Emirates 04.2001 -
Skills
Assertiveness
De-Escalation Techniques
Adaptability
Teamwork and Collaboration
Legal knowledge
Problem-Solving
Time Management
Problem-solving abilities
Multitasking
Excellent Communication
Decision-Making
Self Motivation
Timeline
Resolution Specialist
Marcus by Goldman Sachs
02.2024 - 07.2024
Teller Coordinator
Midflorida Credit Union
03.2023 - 10.2023
Social Media Coordinator
Department of Culture
02.2020 - 02.2023
Marketing and Social Media Officer
Delivery Hero
09.2018 - 01.2020
MBA - Business Administration
Abu Dhabi University
04.2001 -
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