Arabic Bilingual Language specialist

EDUCATION

L A N G U A G E S P E C I A L I S T A R A B I C C S R

Hardworking and Enthusiastic Arabic Bilingual

Specialist with 4+ years’ experience with big

companies. Skilled in communications,

translations, interpersonal skills, high attention to details client/customer services and working

in fast-paced environment with the ability to

think quickly and successfully handle difficult

cases and clients. Achieving 200% productivity

and 98% SLA with Excellent customer support.

seeking positive communication in a

client/customer-focused position that works

directly or interacting with clients and ensures a positive experience

Native Arabic and English Speaker

Verbal and Written

Creative and Critical Thinking

Analytical Thinking & Creative

Problem solving

Teamwork & Communications

Fast Learner and Work Focused

+639*********

kathleenmuradino@gmail.c om

Character reference Upon Request

K A T H L E EN E L MO URAD

P R O F I L E

I N F O

E X P E R I E N C E

2019- 2 0 2 0 A R A B I C C U S TOMER R E S P R E S E N TATIVE O A M P I ( M A Y O C L I N I C ) M A K A T I, P H I L I P P I N E S 2017- 2 0 1 9 S E N I O R ARABIC L A N GUAGE SPEC I A L I ST IN S O C I A L MEDI A EXECUTIVE DATA

C O G N I Z A N T ( T W I T T E R ), T A G U I G, P H I L I P P I N E S

• Filed and translated technical documents and reports, prepared confidential correspondence, with 0% error and show judgment and flexibility re-adjusting them as necessary

• Coordinate communications, track and follow up on client requests and appointments and Identify those of importance which require immediate attention

• Used positive language to handle a complicated and difficult client cases by analyzing their issues and providing solutions according to the account guidelines and regulations and maintain confidentiality at all times.

• Provided primary client care and assistance when necessary

• Interviewed and trained the newly appointed candidates by guiding them through the procedures and policies of the account and answering questions when needed

• Superior collaboration with supervisor and team members by contributing an enhanced training module, and adjusting call scripts as necessary in accordance to the Arabic culture

• Maintained positive relations with supervisor and team members by coordinating with both parties to remedy issues and problems by providing solutions

• One of the first to work with ML (Machine Learning) in the company and resolved high volume of priority cases with Exceptional customer service and quality

• Ensured compliance with policies and quality standards with 200% productivity, and 98% SLA

• Provided Insights and contributed new policies for the rules and regulations for the Arabic platform in content moderation

• Provided translations to corresponding social media platforms such as tweets from Arabic to English and vice-versa

• Person of Charge and Queue lead by providing guidance, handing out cases by priority level, and monitored the performance of less experience process executive data

• Demonstrated flexibility working with internal team members and supervisor to remedy any issues and preemptively coming up with solutions

E D U C A T I O N

2010- 2 0 1 2 B A C H E L O R ’ S D E G R E E I N S C I E N C E O F I N T E R I O R D E S I G N

M A P U A U N I V E R S I T Y, I N T R A M U R O S, P H I L I P P I N E S 2007- 2010 D I P L O M A I N GRAPHICS AND ANIMATION A M A U N I V E R S I T Y, M A K A T I, P H I L I P P I N E S A W A R D S

2 0 1 8 . 0 2 B E S T A G E N T O F T H E M O N T H ( C O G N I Z A N T ) 2 0 1 8 . 0 5 B E S T A G E N T O F T H E M O N T H ( C O G N I Z A N T ) S K I L L S

Age: 32

Nationality: Lebanese/Filipino

Add: 1607 Capri Oasis, Pasig City

Philippines

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