NIMA ALFARRA
Abu Dhabi
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
6
6
years of professional experience
Work History
Technical Support
Abu Dhabi Municipality
09.2022 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Managed high levels of call flow and responded to technical support needs.
Receptionist Administrator
Louvre Clinic,
01.2021 - 06.2022
- Promoted maintenance of professional and courteous patient interactions across reception personnel
- Answered incoming calls, directing patients to individuals addressing specific needs
- Handled complaints and questions, and re-directed calls to other team embers
- Answered questions and addressed, resolved or escalated issues to management personnel to satisfy patients
- Analyzed clinic data entry systems, resulting in 40% increase in systemize efficiency.
Teacher
Genius Kids Center
11.2018 - 09.2020
- Teach Mental Math for four levels
- Built strong relationships with customers through positive attitude and attentive response
- Facilitated training for associates through daily coaching and regular performance appraisals
- Assisted with new hire processing and existing training programs.
Trainee
Tawfeer Company
02.2017 - 03.2017
- Handled day-to-day customer or client questions via telephone or email
- Attended training courses to build understanding of processes, techniques and industry
- Attended training courses to build understanding of marketing processes and techniques
- Shadowed senior team members to learn all related jobs and tasks
Education
MBA - International Trade
Cankaya University
BBA - Business Administration
Al-Aqsa University
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Skills
- Multi-line phone operation
- Workflow planning
- Customer Support Needs Assessment
- Access Management Software
- Strategic planning
- Staff Management
- Microsoft Office (Word, Excel, PowerPoint, Outlook
- Adobe Photoshop, Corel VideoStudioX9
- Call Center Operations
Languages
English
Advanced (C1)
Timeline
Technical Support
Abu Dhabi Municipality
09.2022 - Current
Receptionist Administrator
Louvre Clinic,
01.2021 - 06.2022
Teacher
Genius Kids Center
11.2018 - 09.2020
Trainee
Tawfeer Company
02.2017 - 03.2017
MBA - International Trade
Cankaya University
BBA - Business Administration
Al-Aqsa University
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