SEHAM AL AGAMY

Dubai · +971-***-***-***

Email : advj5w@r.postjobfree.com

LinkedIn: https://www.linkedin.com/in/seham-saad-928089253 PROFESSIONAL SUMMARY

Customer service professional with a demonstrated commitment to providing incredible service for the past 12 years. Strong communication skills that allow me to listen to a customer’s problem and suggest acceptable solutions. Quick and thorough decision maker with the ability to resolve customer concerns while keeping everyone satisfied. Dedication to keeping my skills and knowledge up to speed by learning new computer software, working with innovative customer service approaches and being part of a team of knowledgeable colleagues.

WORK EXPERIENCE

EGYPT, CAIRO

DATES FROM 2004 - 2009

CUSTOMER SERVICE REPRESENTATIVE

• Discussed account details with customers and recommended products and services to them based on listening to their needs and interests.

• Solved problems with billing, service or product quality issues customers called about by making referrals to the appropriate supervisor, investigating billing details or scheduling service appointments.

• Achieved high call quality scores each week, based on each customer’s level of satisfaction after they received a resolution.

• Responded to between 40-60 calls per day in regards to customer accounts, purchase requests, product returns, billing inquiries, and questions about product usage. Completed a series of customer service trainings to learn skills such as interpersonal communication and listening. WORK EXPERIENCE

UAE, AJMAN

DATES FROM 2014 - 2022

CUSTOMER SERVICE REPRESENTATIVE

• Entered orders for customers in a computer system for products or services and recorded customer information in the database.

• Processed refunds for customers or billing adjustments based on information from a computerized billing system and customer feedback.

• Answered daily calls from customers in a high-volume call center regarding service problems, product order progress and other concerns.

• Recognized as a top call center agent with above average satisfaction rates on monthly customer service surveys.

EDUCATION

UAE, DUBAI

DATES FROM 2014-2015

UAE PHARMECIST LICENSING, pharmacy experience for 5 years EGYPT, CAIRO

DATES FROM 2004 - 2009

DEGREE TITLE, Bachelor of Pharmaceutical And Chemical Science TRAINING

• Customer happiness framework.

• Customer Service Fundamentals.

• Customer happies indicators.

• Pioneering in customer services.

• Managing Customer Expectations.

SKILLS

• Top customer service skills.

• Ability to effectively deal with conflict.

• Excellent multitasking ability.

• Experience in a high-volume call center fielding approximately 30 calls per day.

• Exceptional listening skills to accurately identify customer concerns and reach a beneficial solution.

• Strong organizational and time management skills to ensure timely and effective response to customer inquiries.

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