Amal Sharif
Clarkston,GA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Nations Benefits
12.2023 - 05.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
Call Center Representative
Kaiser Permanente
02.2023 - 08.2023
- 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.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Call Center Representative
CRAWFORD AND COMPANY
01.2022 - 12.2022
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
Customer Support Advisor
Apple
03.2021 - 12.2021
- Maintained detailed records of customer interactions, allowing for better tracking of trends and improvements in service delivery.
- Developed comprehensive product knowledge, leading to improved support quality and faster resolution times.
- Identified opportunities for upselling products or services during customer interactions, increasing revenue without sacrificing satisfaction levels.
- Improved customer satisfaction by resolving complex issues and providing exceptional service.
- Reduced escalations by proactively addressing customers'' needs and providing thorough solutions.
- Managed high call volume while maintaining a professional demeanor and ensuring first-call resolution.
Cashier
Target
08.2020 - 01.2021
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
Education
Bachelor of Science - Computer And Information Sciences
Georgia State University
Atlanta, GA12.2025
Skills
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Conflict Resolution
- Complaint Handling
- Complaint resolution
- Data Entry
- Call center experience
- Computer Proficiency
- Written and oral communication
- Empathy Display
- Microsoft Office
Timeline
Customer Service Representative
Nations Benefits
12.2023 - 05.2024
Call Center Representative
Kaiser Permanente
02.2023 - 08.2023
Call Center Representative
CRAWFORD AND COMPANY
01.2022 - 12.2022
Customer Support Advisor
Apple
03.2021 - 12.2021
Cashier
Target
08.2020 - 01.2021
Bachelor of Science - Computer And Information Sciences
Georgia State University