Call Center Customer Service

Mohamed Hamid

Dubai, United Arab Emirates +971-********* ****.***@*****.***

Nationality: Sudanese Driving License: UAE

Professional Summary:

Customer service and administrative professional with over 20 years of experience, including 4 years in call center roles, customer service operations, technical clerical support, and data handling. Proven expertise in issue resolution, CRM systems, staff support, and process improvement. Strong communicator fluent in Arabic and English.

Core Skills:

• Customer Service & Call Center Operations

• Complaint Resolution & Escalation Handling

• Administrative & Technical Support

• CRM Systems (SAP, ticketing tools)

• Team Collaboration & Leadership Support

• Data Entry, Reporting & Documentation

• Microsoft Office (Word, Excel, Outlook)

• Arabic & English Communication (Bilingual)

Professional Experience:

Call Center Agent

Hexaware Technologies, Dubai, UAE Dec 2022 – Jul 2025

- Supervised 15-member team, increasing performance by 20% and retention by 30%.

- Resolved escalated customer issues with 95% resolution rate within 24 hours.

- Used customer feedback to enhance processes, reducing complaints by 25%.

- Implemented strategies that improved satisfaction scores by 15%.

Researcher

Sharjah Census – Dept. of Statistics & Community Development, UAE Oct 2022 – Nov 2022

- Conducted data collection for 5 development initiatives, boosting success by 30%.

- Enhanced data accuracy by 25% through improved research methodology.

- Created 10 reports, influencing a 15% change in funding decisions.

Call Center Agent,

Etihad Water and Electricity FEWA, UAE Oct 2018 – Nov 2019

- Handled 100+ daily inquiries and maintained 95% satisfaction rate.

- Achieved 90% first-contact resolution rate.

- Improved CRM data accuracy by 20%; reduced response time by 15%.

Technical Clerk (Admin Assistant)

Etihad Water and Electricity FEWA, UAE Jun 2002 – Oct 2018

- Greeted and guided visitors; handled calls, emails, and internal communication.

- Managed filing systems and documentation for 500+ technical records.

- Processed SAP spare parts requests and ensured timely delivery.

- Prepared daily/monthly reports; issued gate passes and supported meetings.

- Assisted with HR-related tasks (salaries, leave); maintained office equipment.

Education:

Bachelor’s Degree – Commercial Studies (Banking & Exportation)

University of Technology – Khartoum College of Technology, Sudan 1993 – 1999

Certifications & Training:

• Seed Competency,Transformative Mindset-Hexaware Technologies (2023)

• Employee-ESG-Hexaware Technologies (2023)

• Social Media Policy - Hexaware Technologies (2023)

• Fraud Risk Awareness-Hexaware Technologies (2023)

•Digital Marketing – Google (2021)

• Social Media Marketing – HP Life (2021)

• Electronic Marketing – Forsa (2021)

• Effective Leadership – HP Life (2021)

• Hire Employees – HP Life (2021)

• Customer Relationship – HP Life (2021)

• Basics of Salesmanship – HP Life (2021)

• Customer Happiness – FEWA (2018)

• Self-Strength & Success at Work – Global Development (2017)

• Teamwork Skills – Active Management Consultation (2017)

Languages:

Arabic – Native.

English – Fluent.

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