Shan Tom

Dedicated professional with extensive contact center experience across banking, insurance, and telecommunications sectors. Proven ability to handle high-volume interactions, resolve issues efficiently, and deliver exceptional service. Strong communicator with a commitment to achieving organizational goals.

Contact Center Agent at Etisalat (2024-01 – Present)

• Managed international customer inquiries and resolved complaints professionally
• Maintained high service standards in a multicultural environment

Contact Center Agent at Dialog Axiata (2023-01 – 2024-01)

• Assisted customers with telecom services and technical issues
• Consistently met customer satisfaction and service quality KPIs

Contact Center Agent at Commercial Bank (2021-01 – 2022-01)

• Handled banking inquiries with strict accuracy and confidentiality

Contact Center Agent at Continental Insurance (2019-01 – 2020-01)

• Provided insurance product guidance and processed client inquiries

Contact Center Agent at Fairfirst Insurance (2017-01 – 2019-01)

• Managed inbound/outbound calls and maintained excellent records

Store Keeper at Diliganz Fashion (2015-01 – 2016-01)

• Managed inventory, stock control, and daily store operations

G.C.E. Ordinary Level – T/ Royal College (2014)