Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Abraham F. Karam

San Antonio

Summary

Dedicated communications professional prepared to bring extensive expertise and customer-focused approach to customer service. Committed to providing customers with empathy, respect, attention to detail, and effective solutions.

Overview

13
13
years of professional experience

Work History

Email Response Specialist - Customer Service

Andrew Wommack Ministries
04.2024 - Current
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Enhanced customer satisfaction with timely and accurate issue resolution conducted with empathy and a customer-focused approach.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Participated in leadership discussions and cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Helped meet complex and ever-changing demands by recommending improvements to internal processes.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Cross-trained and provided backup support for other departmental teams.

Quality Assurance Specialist

Andrew Wommack Ministries
08.2022 - 04.2024
  • Monitored English and Spanish phone calls and created monthly plans for growth and correction for customer service agents by highlighting ministers’ strengths and providing encouragement in growth areas
  • Developed and implemented procedures to meet product quality standards for Spanish leg of the phone ministry department.
  • Regularly reviewed customer service agents' performance and made recommendations of readiness for promotion
  • Consistently met with leadership and training department and communicated recommendations for process and procedure improvements.

Phone Minister

Andrew Wommack Ministries
02.2022 - 08.2022
  • Consistently exceeded performance metrics as a bilingual customer service and prayer phone specialist.
  • Processed complex orders, donations, and partnership accounts in a timely manner
  • Resolved customer complaints with empathy, resulting in increased loyalty
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Cross-trained to handle and provide resolutions for every category of phone call, including, international customer service, escalations, and potential suicidal calls

Online Instructor

VIP Kid
01.2021 - 12.2021
  • Educated students in basics of English grammar and conversational speaking.
  • Consistently received positive parent feedback and top ratings
  • Used positive reinforcement and provided clear feedback to help students succeed.
  • Utilized various assessment tools to track student progress and adjust instructional strategies accordingly for optimal results.
  • Managed course deadlines effectively, balancing workload expectations while promoting valuable skill development for students.
  • Promoted a supportive virtual learning environment by maintaining open lines of communication with students and promptly addressing concerns or questions.

Private Piano Instructor

Self-Employed
01.2016 - 12.2020
  • Utilized various teaching methods to accommodate diverse learning styles, ensuring every student could grasp musical concepts effectively.
  • Created and maintained music lesson plans custom-fitted to each student’s needs, abilities and progression.
  • Trained students in musical performance, technique and music theory in a variety of different styles.
  • Worked with students to sharpen sight-reading, memorization and improvisation techniques.
  • Fostered a sense of discipline in students through consistent reinforcement of practice routines and goal-setting strategies.
  • Communicated regularly with parents to provide information about children's progress and challenges.

Worship Leader, CBC en Español

Community Bible Church
01.2012 - 12.2018
  • Led and inspired worship team of 20+ members and guided team in following church processes, guidelines and mission.
  • Recruited and developed volunteer team by providing ongoing mentorship, training, and support for team members.
  • Collaborated with pastors and ministry leaders to develop cohesive and spiritually enriching worship experiences.
  • Collaborated with audio-visual team to improve quality of sound and visuals, enhancing overall worship experience.
  • Organized musical arrangements for each member and instrument on team
  • Introduced new software to enhance the worship service

Education

Bachelor of Arts - Music Industry

University of The Incarnate Word
San Antonio, Texas
05.2015

Skills

  • Customer service
  • Bilingual (English and Spanish)
  • Empathy-driven customer support
  • Verbal and written communication
  • Issue resolution
  • De-escalation technique
  • Attention to detail
  • Quality assurance

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Email Response Specialist - Customer Service

Andrew Wommack Ministries
04.2024 - Current

Quality Assurance Specialist

Andrew Wommack Ministries
08.2022 - 04.2024

Phone Minister

Andrew Wommack Ministries
02.2022 - 08.2022

Online Instructor

VIP Kid
01.2021 - 12.2021

Private Piano Instructor

Self-Employed
01.2016 - 12.2020

Worship Leader, CBC en Español

Community Bible Church
01.2012 - 12.2018

Bachelor of Arts - Music Industry

University of The Incarnate Word

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Abraham F. Karam