Nourhan Rashad Alhusseni
CSA
Manama,C
Summary
Highly skilled and resourceful Customer Service Agent with a strong track record in advanced problem-solving, critical thinking, and data-driven decision-making. Adept at managing multichannel communication with a high degree of emotional intelligence and professionalism. Proficient in implementing customer retention strategies, consistently enhancing customer satisfaction and loyalty. Driven by a passion for continuous improvement and delivering exceptional service experiences.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Teleperformance
05.2023 - 08.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Representative
Ux Centres
02.2021 - 03.2023
- Identified customer needs, clarified information, and provided effective solutions.
- Met and exceeded personal/team qualitative and quantitative targets.
- Built sustainable relationships by engaging customers and taking the extra mile to ensure satisfaction.
- Answered inquiries about company products and services, ensuring accurate information was delivered.
- Handled customer complaints with patience and professionalism.
Customer Support Specialist
Olayar Crafts
04.2019 - 11.2020
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
Sales & Marketing Assistant
Bahraini Trading Co.
04.2018 - 01.2019
- Assisted in developing marketing strategies that increased product visibility and sales by 15%.
- Coordinated with the sales team to identify customer needs and tailor marketing efforts accordingly.
- Conducted market research to identify new business opportunities and customer trends.
Education
Bachelor of Science - Ecommerce
Mansoura
Mansoura, Egypt 04.2001 -
Skills
1 Advanced Problem-Solving and Critical Thinking:
Highlighting the ability to quickly analyze complex customer issues and find effective solutions This skill demonstrates resourcefulness and the capacity to handle challenging situations with ease2 Data-Driven Decision Making:
Emphasize proficiency in using customer data and analytics to make informed decisions that improve service quality and efficiency This skill shows a commitment to continuous improvement and a strategic approach to customer service
3 Emotional Intelligence (EQ): The ability to understand, empathize, and respond to customers' emotional needs This skill is crucial for building strong customer relationships and resolving conflicts with tact and empathy4 Multichannel Communication Expertise:
Proficiency in handling customer inquiries across various channels (eg, phone, email, chat, social media) with consistent professionalism and effectiveness This skill showcases versatility and adaptability in different communication platforms5 Customer Retention Strategies:
Experience in implementing and executing strategies that enhance customer loyalty and retention This demonstrates a proactive approach to maintaining long-term customer relationships and contributing to business growth
Languages
Arabic
Native language
English
Advanced
C1
Timeline
Customer Service Representative
Teleperformance
05.2023 - 08.2024
Customer Service Representative
Ux Centres
02.2021 - 03.2023
Customer Support Specialist
Olayar Crafts
04.2019 - 11.2020
Sales & Marketing Assistant
Bahraini Trading Co.
04.2018 - 01.2019
Bachelor of Science - Ecommerce
Mansoura
04.2001 -