Customer Service Quality Assurance

:

Tarek Abuta’a

*** **** ******, *** ****

Toronto, On, M4C 4X4

Phone: 416-770--3950 E Mail : ********@*****.***

PROFILE

Proven skills in negotiating, influencing and effectively communicating as a critical means of persuading a wide variety of audiences to new points of view. Strong leadership to work effectively within a cross-functional team environment that can include many reporting levels and varying skills/competencies.Ability to make sound decisions and appropriate recommendations to senior/executive management and effectively support those recommendations.

EDUCATION

Bachelor of Business Information Systems 2006-2010

Jordan University, Amman, Jordan

GPA ( 3.15 / 4 ) Very Good

WORK EXPERIENCE

Inbound & Sales Customer Service Agent March, 2011- October, 2012

Startec Global Communications, Toronto, Canada

Provided best customer service through selling and up selling different wireless and landline services.Followed and implemented B2C and B2B sales strategies. Answered incoming calls and delivered high quality customer service regarding long distance calls.Followed up with customer’s requests and inquiries.Recommended different services to customers that met their product-service related needs. Recognized, documented and alerted the supervisor of trends in customer’s calls.Achieved sales target with a 150% margin.Recommended process improvements whenever needed.Was awarded the best customer service agent for 3 consecutive months. Managed the customers database and followed up with their requests .

Quality Assurance Analyst January, 2010- March, 2011

Aspire Services, Amman, Jordan

Participated in the systems implementation process by defining business requirements, system specifications and processes.Formulated and defined systems scope and objectives based on both user needs and a good understanding of applicable business systems and industry requirements.Defined, planned and executed a product roadmap in support of business strategy and delivered key metrics with emphasis on innovative online tools, resources and services.Developed and executed test cases and scenarios to ensure the product and software’s quality.Performed white box and black box testing to ensure the quality of the software.Worked in a team environment to meet the deadline of certain project and reach to production of the software.

Tarek Abuta’a

COMPUTER & OTHER TECHNICAL SKILLSJava, C++, VB.net Microsoft SQL Database AdministrationActive Directory 2008Windows 7 configuration.MCITP (Microsoft Certified Information Technology Program)

Languages Arabic – speak fluently and read/write with high proficiencyEnglish– speak fluently and read/write with high proficiency

REFERENCES AVAILABLE UPON REQUEST

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