Summary
Overview
Work History
Education
Skills
Languages
Timeline
Extra Systems Skills
Generic
SAFWAT HAROUN

SAFWAT HAROUN

ABU DHABI

Summary

Experienced with managing high call volumes and resolving customer inquiries promptly and professionally. Utilizes effective communication and active listening to understand and address customer needs. Knowledge of using CRM systems and call center software to streamline processes and enhance customer experience.

Overview

6
6
years of professional experience

Work History

Contact Center Agent

Nirvana Holding
09.2023 - 09.2025
  • Professionally managed inbound and outbound customer calls daily.
  • Recorded customer interactions and maintained CRM database accuracy.
  • Conducted followups to ensure timely resolution and customer satisfaction.
  • Supported upselling and cross-selling initiatives to boost revenue.
  • Consistently achieved daily and weekly performance targets, including call volume and quality metrics
  • Assisted in training new hires by sharing best practices and offering guidance on company processes.

Call Center Agent

Dubai Holding
01.2023 - 07.2023
  • Handle inbound and outbound customer calls in a professional manner.
  • Assist customers with product, service, and order related inquiries.
  • Process requests such as exchanges, refunds, and complaints.
  • Log customer interactions and update records in CRM systems.
  • Escalate complex issues to supervisors or relevant departments.
  • Follow up with customers to ensure issue resolution and satisfaction.

Telesales Executive

MG Motors
12.2020 - 11.2022
  • Achieved high call volume daily without sacrificing quality or attention to detail during each interaction.
  • Managed a database of leads, ensuring timely follow-up calls and accurate recordkeeping.
  • Developed strong relationships with clients for increased customer retention and repeat business.

Contact Center Agent

Namshi.com
04.2019 - 09.2020
  • Answer inbound calls, emails, and chats regarding orders, deliveries, and returns.
  • Handled exchanges, refunds, and resolved complaints efficiently.
  • Assist customers with account, payment, and product inquiries.
  • Process cancellations, refunds, and replacements.
  • Track shipments and coordinate with delivery/logistics teams.
  • Escalate unresolved cases to specialized departments.
  • Log all interactions accurately in the CRM system.
  • Meet KPIs for response time, quality, and customer satisfaction.

Education

Bachelor of Science -

Nile Valley University
Sudan
03-2010

Skills

  • Problem-solving
  • Communication Skills
  • Customer Service
  • CRM proficiency
  • Multitasking
  • Team Collaboration
  • Stress management
  • Technical Proficiency

Languages

English
Arabic

Timeline

Contact Center Agent

Nirvana Holding
09.2023 - 09.2025

Call Center Agent

Dubai Holding
01.2023 - 07.2023

Telesales Executive

MG Motors
12.2020 - 11.2022

Contact Center Agent

Namshi.com
04.2019 - 09.2020

Bachelor of Science -

Nile Valley University

Extra Systems Skills

Genesys, Avaya, Cisco, Zendesk, ServiceNow, Freshdesk,Phone, Email, WhatsApp, Live Chat, Social Media (Instagram, Facebook),Slack, Microsoft Teams, Zoom, SharePoint,FAQ portals


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SAFWAT HAROUN