Summary
Overview
Work History
Education
Skills
Timeline
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NOREEN SALEM

Jacksonville,FL

Summary

Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Dedicated to accuracy and customer satisfaction. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills

Overview

4
4
years of professional experience

Work History

Customer Service Advisor

Concentrix
Jacksonville, FL
04.2024 - Current
  • Provided customer service by responding to inquiries and resolving problems in a timely manner.
  • Identified customer needs and offered solutions to enhance the customer experience.
  • Addressed incoming customer inquiries and offered productive solutions, increasing customer satisfaction ratings.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Tracked customer feedback using surveys and other methods of evaluation.

Quality Assurance Analyst

INTEL CIA
Alexandria, Egypt
03.2023 - 07.2023
  • Quality assurance analyst in customer service is responsible for monitoring the quality of customer conversations
  • They listen to calls and review digital customer service interactions like those in chat, email, and social media to monitor the overall customer experience within an organization
  • Accompany evaluations with meaningful and constructive feedback;
  • Create strategies to improve support KPIs;
  • Help agents improve their performance with specific instructions and constant support;
  • Participate in calibration sessions to maintain consistency in internal evaluations;

Team Leader

INTEL-CIA
10.2022 - 02.2023
  • Handling 18 agents, KPIs, performance, payroll and overseeing teams of employees and motivating them to complete their job duties effectively
  • Providing Team Members with daily objectives, developing and implementing reward systems to motivate employee productivity and communicating with upper management to determine the best methods for meeting business goals
  • Develop a strategy that the team members can use to better reach a project's goal
  • Assign tasks to team members
  • Determine the completion timeline and monitor progress to keep the project on track and on schedule
  • Communicate clear instructions to team members
  • Manage the flow of day-to-day operations
  • Create and distribute reports to update the company on the team's progress
  • Managing the day-to-day activities of the team
  • Creating a pleasant working environment that inspires the team

Coaching Supervisor

UX CENTERS
02.2022 - 10.2022
  • Handling 25 Agents coaching and KPIs performance Managing a team of junior customer service representatives
  • Acknowledging and resolving customer complaints
  • Developing effective job coaching and employment plans
  • Communicating with clients to understand their goals

Customer Service Representative

UX CENTERS
09.2020 - 02.2022
  • Customer service representative at UX CENTERS, handling technical and billing calls handling American customers and different nationalities
  • Got transferred to specialization queue
  • Senior Expert CSR Helping with nesting agents coaching and performance
  • Maintaining a positive, empathetic, and professional attitude toward customers at all times
  • Responding promptly to customer inquiries
  • Communicating with customers through various channels
  • Processing orders, forms, applications, and requests
  • Keeping records of customer interactions, transactions, comments, and complaints
  • Communicating and coordinating with colleagues as necessary
  • Providing feedback on the efficiency of the customer service process
  • Ensure customer satisfaction and provide professional customer support

Education

Faculty of Law - English Department

Alexandria University
Alexandria
07.2023

Skills

  • Excel
  • Power Point
  • Time Management
  • Problem solving
  • Root Cause Analysis
  • Call Monitoring
  • Experience Handling escalations
  • Team Support
  • Monitor and evaluate progress
  • Escalation queue
  • Attending Client calls

Timeline

Customer Service Advisor

Concentrix
04.2024 - Current

Quality Assurance Analyst

INTEL CIA
03.2023 - 07.2023

Team Leader

INTEL-CIA
10.2022 - 02.2023

Coaching Supervisor

UX CENTERS
02.2022 - 10.2022

Customer Service Representative

UX CENTERS
09.2020 - 02.2022

Faculty of Law - English Department

Alexandria University

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NOREEN SALEM