Mawada

Motivated and fast-learning individual seeking a Call Center role to develop professional skills while delivering excellent customer support and maintaining high service standards.

Customer Service Representative at AL- mawia training and Development center (2024-01 – 2024-08)

• Greet and welcome clients and trainees professionally upon arrival and provide assistance with their inquiries to ensure a positive first impression.
• Answer incoming phone calls, emails, and messages promptly, and respond to inquiries about training programs, courses, schedules, fees, registration procedures, and policies.
• Provide clear and accurate information about available training and development services to help clients make informed decisions.
• Assist clients in scheduling, rescheduling, and confirming training sessions, workshops, or consultations.
• Handle customer complaints or concerns courteously, resolve issues where possible, and escalate complex matters to relevant departments or supervisors.
• Provide support during on-site training events, including checking in participants and distributing training materials.

Call Center Representative at MTN TELECOM COMPANY (2022-02 – 2023-11)

• Handle inbound customer calls professionally, respond to inquiries, and provide accurate information about MTN products and services.
• Verify customer identity and access account details to assist with service requests, billing questions, and technical support issues.
• Resolve customer complaints effectively or escalate them to the appropriate teams when needed to ensure customer satisfaction.
• Follow communication scripts and guidelines to provide consistent customer service and ensure correct information is delivered.
• Maintain up-to-date knowledge of MTN policies, promotions, and system changes to provide accurate advice and support.

Call Center Representative at FAISAL ISLAMIC BANK (2020-04 – 2020-09)

• Handle inbound customer calls professionally and respond to inquiries related to bank accounts, cards, transfers, and other banking services.
• Provide accurate and clear information about the bank's products, services, and Islamic banking solutions.
• Assist customers with issues and complaints, resolve them when possible, or escalate them to the appropriate departments.
• Update and verify customer information in the banking system to ensure data accuracy and compliance.
• Support customers in using digital banking services such as mobile banking applications and online services.
• Respond to customer inquiries received through alternative channels such as WhatsApp or email when applicable.
• Follow up on customer requests and ensure timely communication regarding case updates.

Bachelor – Omdurman Alahlia (2018)