MIRGHANI ABDEIN
Dubai,DU
Summary
Seasoned Customer Service Team Lead at Tabby UAE, adept in escalation handling and customer satisfaction, significantly improved resolution efficiency. Excelled in staff training, enhancing team's complaint resolution skills. Demonstrated exceptional computer proficiency and professional telephone demeanor, ensuring high-quality customer service and fostering long-term client relationships.
Overview
3
3
years of professional experience
Work History
Customer Service Team Lead
Tabby UAE
09.2022 - Current
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
- Evaluated representative performance regularly, offering constructive feedback and implementing targeted improvement plans as necessary.
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
- Reduced average handle time through effective communication training and improved knowledge of products/services offered.
Senior Escalation Specialist
Tabby UAE
09.2022 - Current
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
- Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
- Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
Customer Service Representative
Tabby UAE
09.2022 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Call Center Representative
IMS ( Prime Minister's Office )
03.2021 - 08.2022
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Responded to customer calls and emails to answer questions about products and services.
Education
No Degree -
Vita Institute of Computer And Languages
Sudan12.2017
High School Diploma -
Musa Aldaw
Sudan01.2013
Skills
- Customer Satisfaction
- Policy Enforcement
- Professional telephone demeanor
- Order Fulfillment
- Staff education and training
- Complaint resolution
- Order Management
- Customer Service
- Escalation Handling
- Computer Proficiency
Languages
Arabic
Bilingual or Proficient (C2)
English
Advanced (C1)
Timeline
Customer Service Team Lead
Tabby UAE
09.2022 - Current
Senior Escalation Specialist
Tabby UAE
09.2022 - Current
Customer Service Representative
Tabby UAE
09.2022 - Current
Call Center Representative
IMS ( Prime Minister's Office )
03.2021 - 08.2022
No Degree -
Vita Institute of Computer And Languages
High School Diploma -
Musa Aldaw