WAFAA MOHAMEDABDALLAH OSMAN

Inbound call center representative

• Enhanced customer satisfaction by addressing inquiries and resolving issues in a timely manner.
• Improved first-call resolution rates by effectively utilizing resources and available tools.
• Streamlined call center operations by implementing efficient processes and procedures.

Outbound call center representative

• Expanded client base by consistently meeting daily targets for outbound calls made per shift.
• Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.

• Collaborated with management to improve internal processes and procedures for better workflow optimization.
• Responded to inquiries from callers seeking information.
• Handled cash transactions and maintained sales and payments records accurately.
• Handled assignments independently with good judgement and critical thinking skills.

• Worked as call center agent at Zain
• Adhered to company guidelines and protocols while representing the brand professionally during all interactions with customers.
• Consistently met or exceeded performance metrics including average handle time, first-call resolution rate, and adherence to schedule requirements.
• Educated customers about available services, promotions, or discounts; up-selling products when appropriate.