MOHAMMED AWAD GABER ElNOUR
customer service representative
Summary
Experienced in delivering exceptional customer satisfaction, adept at CRM systems, managing high call volumes, and fostering positive relationships. Committed to providing superior service and achieving outstanding results.
Overview
6
6
years of professional experience
2
2
Languages
Work History
Customer Service Representative
Emirates Post Group
03.2023 - 11.2023
- Managed customer inquiries across multiple channels, utilizing advanced CRM tools and implementing departmental protocols
- Achieved a 30% decrease in average handling time and a 15% increase in first-contact resolution rate through optimized team efficiency
- Implemented streamlined processes and automation tools, resulting in a 50% reduction in customer support response time and a 25% increase in positive reviews
- Orchestrated the seamless implementation of CRM systems for order placement, delivery coordination, and interemirate shipment transfers, leading to a 40% reduction in delivery errors.
Call Center Representative (Moph - Phcc & Hmc)
Interface FZE
10.2021 - 01.2023
- Spearheaded the implementation of an automated scheduling system for 29 primary healthcare centers, slashing appointment booking time by 50% and enhancing patient satisfaction
- Led a team in addressing customer inquiries related to COVID-19, resulting in a 25% decrease in misinformation and increased public trust
- Consistently exceeded daily productivity goals, including high call volume and appointment setting, earning top survey satisfaction scores.
Customer Service Representative
Sudani Group
01.2018 - 01.2019
- Optimized the customer reception process by implementing a new customer flow system, reducing wait times by 30% and enhancing overall customer experience
- Provided comprehensive information on services and products, leading to a 25% increase in customer satisfaction and a 15% boost in repeat business
- Improved customer support efficiency by 40% through streamlined protocols, equipment, and key messages.
Education
Bachelor of Information Technology -
Sharq AlNile College
01.2013 - 04.2017
Skills
AdaptabilityLeadership and MentoringEffective communicationCRM SystemActive ListeningEmotional intelligenceEmpathy and PatienceEmpathy and Patience
Timeline
Customer Service Representative
Emirates Post Group
03.2023 - 11.2023
Call Center Representative (Moph - Phcc & Hmc)
Interface FZE
10.2021 - 01.2023
Customer Service Representative
Sudani Group
01.2018 - 01.2019
Bachelor of Information Technology -
Sharq AlNile College
01.2013 - 04.2017