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 Skillsundefined
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 -
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