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Customer Service Technical Support

Watertown, MA
March 28, 2018

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Name : Amal Ali

Language : English / Arabic

Contact : ***- ***-****

E-mail :

Address : ** ******** **** *********

Massachusetts – USA.


Having excellent customer facing skills, articulate and hardworking customer care representative with more than five years of experience in providing a professional and efficient service to customers.

Ready and qualified for the next stage in my career and looking forward to making a significant contribution to the growth of ambitious company.


Customer service

Complaint resolution

Customer retention

Product knowledge

Telephone manner

Administrative duties


Able to work on own initiative as well as part of a team.

Excellent spelling and grammar and a flexible hard working attitude.

Understand the regulatory, fair trading and competition rules relating to customer service


Bachelor of Science (Honours) in applied Statistics College of Science, Sudan University of Science Technology, Khartoum, Sudan.


SFE Energy Company _ USA

Sales representative.

Reference :

Darrell James Porter

Manager –SFE energy – Cambridge park Dr. 125

Phone number 857-***-****.

Medtronic – Dubai, U.A.E

product support specialist –Diabetes


Resolve technical support for customers by troubleshooting, capturing and following up on product observation and interactions.

Deliver save and reliable customer service and product oriented technical support for Medtronic Diabetes customers.

Mastering any requested field actions or recalls.

Deliver marketing messages and offers available/conduct campaigns in markets.

Conduct Customer Survey, effective documentation and statistic.

Follow up with patient when any product related start up program applied.

Using proficient disease and therapy knowledge to support customers.


oAbility to handle high stress environment and multiple tasks.

oEngage in self-development, including participation in continuing education sessions to remain abreast of product knowledge.

oManage time effectively by prioritizing calls, follow up and administrative tasks to achieve team and individual key performance indicators.

oDemonstrate empathy, patience and resilience while safely assisting customers.


Nibal Doughan

Senior business Development Manager – Diabetes Service solutions

Medtronic META FZ.LLC

Office park, block D, 2nd floor / 500638

Dubai – United Arab Emirates.


Mobile: 009***********.

Emirates Score plus – Dubai, U.A.E



Coordinate and direct students according to their requirements.

Advice the student on what is best according to their capability.

Understand student’s mind.

Conduct counselling sessions regularly for student’s value improvement to take up value-education classes.


oExcellent communication and interpersonal skills.

oGood knowledge of upcoming and present career growth.

oGood social skills.

oExcellent in giving advice to the students.

Roads and Transport Authority – Dubai, U.A.E.

Customer Care Representative


Dealing with enquiries & answering calls from new and existing customers.

Suggesting solutions to customers in a positive manner.

Giving customers information about company services and products.

Building relationships with customers.

Handling difficult and aggressive customers in a professional manner


oExcellent listening and verbal communication skills.

oHaving a clear voice and excellent telephone manor.

oAble communicate effectively in appropriate time

oDeal with disgruntled and confused customers

oBeing honest and transparent with the customer

oWilling to learn about each product

oBeing adaptable within a customer service environment

oKnowing how to solve problems, Thinking ahead and maintaining composure at all times

Al-Asfya Medical Organization for Development & Rehabilitation – Khartoum, Sudan



Analyze, managing and performing the administrative services.

Develop unit procedures and records/ files.

Conduct meetings, represent department / program at internal and external meetings.


oBeing open to looking at things from different perspectives and trying new approaches.

oable to present complex ideas in simple terms

Khartoum International Airport, Civil Aviation Authority – Khartoum, Sudan

Customer services


Deal directly with the customer either by phone or face to face

Manage large amounts of incoming calls effectively

Identify and assess customer needs to achieve satisfaction

Build sustainable relationships of trust through open and interactive communication

Provide accurate, Valid and complete information by using the right methods

Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution


oAbility to listen closely to the customer

oClear verbal communication

oAbility to empathize

oTime management skills

oHow to be professional

oData entry and basic computer skills.

Mar 2018 up to date

Sep 2016

Dec 2017

Oct 2015

Aug 2016

Jan 2014

Oct 2015



Mar 2009 Mar 2010


English language courses, El –Hakim Centre for English Studies, Khartoum Sudan.

Information Centre Management – International Centre for Quality, Khartoum Sudan.

Comprehensive Computer Course, IbnKhaldoon Training Center - Ajman, U.A.E.

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