Mohamed Ramzan
Senior Call Center Executive
Sharjah,
Summary
Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
4
4
Languages
Work History
Senior Call Centre Executive
Pan Emirates
Sharjah
09.2015 - Current
- Resolve customer complaints via phone, email or social media
- Assist with placement of orders, refunds, or exchanges
- Chatting with online customers and respond to inquiries
- Worked 7 years without absent
- Maintained excellent attendance record, consistently arriving to work on time.
- Attend trainings related to customer service and communication
- Handled high call volumes with accuracy and efficiency for optimum productivity.
- Contacted clients to verify and closing complaints with survey (50+ daily)
- Established follow-up call systems to effectively resolve complaints and maintain customer loyalty.
- Worked flexible hours, covering nights, weekends and bank holidays.
- Offered friendly, efficient customer service and handled challenging situations with ease.
Call Center agent
Airtel
Colombo
07.2012 - 02.2013
- Receiving inbound calls, managed over 150 customer calls per day
- Handle customer complaints
- Maintain daily reports
- Online supporting
- Logged call details and customer information in secure systems, improving data collection measures.
- Processed complaints professionally, seeking effective, timely solutions for continued customer satisfaction.
- Maintained accurate records to simplify information flow between customer service and account management teams.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Cashier
Odel
Colombo
10.2011 - 06.2012
- Operated cash registers with proficiency during high-volume shopping times, reducing customer queues.
- Processed sales, exchange and refund transactions efficiently to reduce customer waiting times.
- Completed opening and closing procedures each day.
- Issued receipts for customer purchases and gifts, advising on in-store return and exchange policies.
- Recorded daily transaction information using POS systems, enabling stock success monitoring.
- Delivered outstanding customer care with proactive sales and listening skills.
- Improved processes to support team target achievement.
- Educated customers on promotions, offers and special events to enhance product sales.
- Answered questions about store policies and addressed customer concerns.
- Helped customers complete purchases, locate items and join reward programs.
Education
A-Levels - Accountancy Business
Kotahena Central Collage
Colombo, Sri Lanka 01.2009 -
Skills
Time Management Skills Customer Service SkillsAnalytical Thinking Skills Communication SkillsFast Learner Microsoft officeAbility to Work in TeamAbility to Work Under PressureResolving issuesLive chatCRM database management
Inbound and outbound calling
Executive leadership experience
Languages
Sinhala, Tamil
Native language
English
Advanced
C1
Hindi
Upper intermediate
B2
Timeline
Senior Call Centre Executive
Pan Emirates
09.2015 - Current
Call Center agent
Airtel
07.2012 - 02.2013
Cashier
Odel
10.2011 - 06.2012
A-Levels - Accountancy Business
Kotahena Central Collage
01.2009 -