Tony Serri Asas
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business. Conscientious, with experience solving problems creatively. Team player comfortable in competitive, fast-paced environments.
Overview
17
17
years of professional experience
Work History
Customer Service Officer
Emirates Telecommunication Corporation - Etisalat
02.2009 - Current
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Evaluated customer service staff performance and provided constructive feedback.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Prepared timely reports by collecting and analyzing customer information.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Cross-trained and provided backup support for organizational leadership.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
Teacher of English
Al Manar Private School
04.2007 - 02.2009
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Proved successful working within tight deadlines and a fast-paced environment.
- Strengthened communication skills through regular interactions with others.
- Organized and detail-oriented with a strong work ethic.
Education
Bachelor of Arts - English Language And Literature
Al-Baath University
Homs, Syria08.2002
Skills
- Call Center Customer Service
- Inbound Call Management
- Account Management
- Issue Research
- Service Recommendations
- Call Center Operations
- Documentation and Reporting
- Customer Support
- Employee Development
- Program Management
- Quality Controls
- Rewards Programs
- Knowledge Database Understanding
- Professional Communication
- Client Service
- Front Desk Management
Languages
Arabic
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Customer Service Officer
Emirates Telecommunication Corporation - Etisalat
02.2009 - Current
Teacher of English
Al Manar Private School
04.2007 - 02.2009
Bachelor of Arts - English Language And Literature
Al-Baath University
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