Sameya Khalifa Khamis Saeed Alnuaimi
Al Ain City
Summary
Adept Call Center Representative with a proven track record at Tawam Hospital, Ministry of Health-Al Ain, excelling in problem resolution and relationship building. Mastered MS Office and call center software, significantly enhancing customer satisfaction and reducing call handling times. Demonstrated exceptional ability to maintain composure and professionalism, ensuring high-quality customer support.
Overview
12
12
years of professional experience
Work History
Call Center Representative
Tawam Hospital, Ministry of Health-Al Ain
2003.06 - 2015.06
- 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.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
Education
Master of Private Law - Private Law
06.2024
- Degree Awarded with Honors
- Thesis Statement: Arbitration in United arab Emirates law
Bachelor of Public Law - Law
07.2020
- 3.68 GPA
- Degree Awarded with [cum laude with all right , privileges , honors and responsibility pertaining thereunto award in Abu Dhabi]
- [Work experience], [Attorney Nora Hajri Office], Completed [2020]
High School Diploma -
06.2002
- [70%] Minimum Average
Skills
- Problem-solving skills
- Call Center Customer Service
- Resolving issues
- Appointment Scheduling
- Relationship Building
- Policies and Procedures Adherence
- De-Escalation Techniques
- Customer Data Confidentiality
- MS Office
- Work Prioritization
- Understanding Customer Needs
- Problem Resolution
Swimming , reading And travelling
I absolutely adore delving into the fascinating world of psychology and immersing myself in captivating storytelling books. My love for swimming is deeply ingrained in my daily routine, providing me with not only physical exercise but also a sense of peace and serenity. Moreover, I find great joy in embarking on enriching journeys with my family to explore the diverse tapestry of cultures in new countries and cities, allowing us to create lasting memories and broaden our understanding of the world.
Timeline
Call Center Representative - Tawam Hospital, Ministry of Health-Al Ain
2003.06 - 2015.06
University of Abu Dhabi - Master of Private Law, Private Law
University of Abu Dhabi - Bachelor of Public Law, Law
Al Muraijib Public School - High School Diploma,
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