Customer Service Social Media

Ahmad M. Nayfeh

Kuwait (965-******** ***********@*****.*** July, 1993

Experienced Product Specialist and Customer Service Manager with a demonstrated history of working in the Logistics industry. Proven ability to think outside the box and effect change using a solution based mindset retaining the ability to assess most situations quickly and adapt into the style that most fits the situation. Committed to providing excellent customer service and making operational and procedural improvements. Expertise

Customer Service Management Customer Satisfaction Front-End Supervision Teambuilding & Training Complaint Resolution Account Management.

Career Focus

Seeking for a suitable position with challenging responsibility where I will be able to make a meaningful contribution to company success, while simultaneously gaining practical experience and strengthening my understanding of leadership and management.

Education and Training

Holding a bachelor degree in Information Technology & Computing - Arab Open University. Certified in Emotional Intelligence.

Training: Completed courses and seminars in customer service, performance assessment, outlook and how to communicate easily through it.

Professional Experience

CSM (Customer Service Manager) Posta Plus Company - 2017 Current

Promoted to management position to recruit, train and supervise 20+ customer service reps. Foster an environment in which customers enjoy high levels of service and employees are motivated to deliver top performance.

Successfully enhanced and streamlined customer service department enabling customers to track shipment status.

Led and motivated staff to achieve high levels of productivity and customer service.

Developed escalation procedures to insure timely response and resolution to customer concerns.

Worked in conjunction with other departments to develop overall incident management strategies.

Ensured effective customer service protocols are carried to all available channels: inbound, outbound, emails, Live chat, WhatsApp and social media; regularly conducts an evaluation of customer service performance and introduces improves if warranted.

Through strategic management and measurement of team performance, develop, plan and execute departmental improvements while simplifying processes.

(2015 - 2017) Product Specialist at Posta Plus Company.

(2014 - 2015) Customer support supervisor at Posta Plus Company.

(2013 - 2014) Claim Agent at Posta Plus Company.

(2012 - 2013) CSR (Customer Service Representative) at Posta Plus Company.

(2011 - 2012) Work as a Receptionist at Al Shaab Medical Center. Key Skills and Competencies

Dealing with customers and clients in a courteous, professional and diplomatic manner.

Capable of influencing the opinions of customers.

Winning over customers.

Establishing and maintaining positive customer relationships.

Able to handle complaints, aggressive customers and difficult situations.

Visiting important accounts and clients to maintain good relations.

Delegating work according to an employee’s abilities and skills.

Building up effective customer service teams.

Ability to lead and motivate.

Root-cause analysis.

High degree of personal integrity and professionalism.

Critical thinking and devise plans of action and asses those plans regularly.

Ability to think through and solve problems methodically.

Able to manage time and projects effectively.

Ability to hit deadlines & Good decision maker.

Working under high pressure.

Attention to details and follow up.

Proficiency in computer Literate and programming skills (Microsoft office / outlook/ Excel).

Speaking Arabic & English.

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