Rawan Abdelkhalek

Great social and management skills. I am able to identify needs and issues then recommend suitable and realistic action and solutions. I am able to work as part of a team with colleagues across professional and cultural boundaries.

I am customer focused and have got strong attention to detail, strong numeracy skills, positive attitude and quick responses to all service requests. I have got customer service experience, excellent knowledge of the Microsoft Office suite, and I work best under pressure.

TLC WorldWide Telesales Executive at Buzz CX (2025-01 – Present)

• Consistently met and exceeded sales targets, demonstrating a strong ability to close deals
• Successfully pitched and sold products/services to small businesses, contributing to revenue growth
• Maintained high call volumes while ensuring quality customer interactions
• Generated leads and converted prospects into loyal customers
• Recognized for excellent performance, earning bonuses for top sales achievements
• Provided valuable insights to improve sales scripts and strategies
• Collaborated with the team to refine telesales techniques and improve conversion rates
• Demonstrated strong work ethic and dedication

AT&T Advanced Technical Support at Sutherland (2022-11 – 2024-03)

• Provide excellent customer service
• Demonstrate Service Promise Proficiency and sharing feedback
• Providing a balance of soft-skills and technical skills
• Handle customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution
• Offer alternative solutions where appropriate with the objective of retaining customer's business
• Collaborated with vendors to locate replacement components and resolve advanced problems
• Removed malware, ransomware and other threats from Android or Apple Devices
• Brake down and evaluated user problems, using test scripts, personal expertise and probing questions
• Update software and installed new versions to eliminate security problems and protect data
• Analyze customers' issues to identify troubleshooting methods needed for quick remediation
• Respond to support requests from end users and patiently walked individuals through basic troubleshooting tasks
• Explain technical information to non-technical individuals to promote better understanding
• Respond to telephone inquiries regarding Android and IOS operation, use and repair
• Troubleshoot and diagnose problems to accurately resolve wide range of technical issues
• Trained users on how to operate Android and Apple Devices
• Follow up with clients to verify optimal customer satisfaction following support engagement and problem resolution
• Conduct in-depth product and issue resolution research to address customer concerns
• Built and provided basic end-user troubleshooting and desktop support on Windows and Mac systems
• Manage customers' expectations of support and technology functionality in order to provide positive user experience
• Assisted customers with product selection based on stated needs, proposed use and budget
• Provided on-call support for critical issues related to IOS and Android system

Customer Service at MICO Live (2022-05 – 2022-10)

• Maintaining a positive, empathetic, and professional attitude toward customers at all times
• Responding promptly to customer inquiries
• Communicating with customers through various chats and tickets
• Acknowledging and resolving customer complaints
• Knowing the product inside and out so that I can answer any questions
• Processing orders, forms, applications, and requests
• Keeping records of customer interactions, transactions, comments, and complaints
• Communicating and coordinating with colleagues as necessary
• Providing feedback on the efficiency of the customer service process

Call Center Advisor - Retention, Etisalat UAE at Raya Contact Center (2021-08 – 2022-02)

• Reduce customer churn ratio – from cessation request
• Predictive retention activities like timely renewals, migrations to best fit plans of Etisalat
• Tele-calling the active in professional manner to reflect proper image of the company
• Addressing customer's uncertainties, grievances, and feedback on time
• Review the application and customer requirement
• Process all assigned telecom services in accordance with Etisalat approved procedures & practices
• Give constructive feedback and suggestions for improvements, as required

Call Center Advisor - Aimia, MENA at Teleperformance (2019-08 – 2021-07)

• Meet personal and team targets with solid performance
• Excellent communication skills that collaborates with team members to achieve goals
• Good typing skills with 40+ words per minute in English
• Assisting customers through webchat, e-mail, inbound, and outbound calls
• Analyzing and solving technical issues to over satisfaction
• High-volume, high-quality work within deadline-intensive settings

Call Center Advisor - Captain Support at Careem (2018-03 – 2019-06)

• Capable of explaining complicated telecommunications concepts to non-technical professionals
• Analyzing and solving telecommunications billing issues
• Able to deal with furious, and abusive callers
• Following up on ongoing customer cases and communicating progress to management and customer
• Complex problem solving via inbound and outbound calls
• Providing advice, information, and assistance to callers to ensure first contact resolution
• Informing client by explaining procedures: answers questions & provides information
• Following up customer calls when necessary
• Identifying and escalating issues to high level management
• Documenting & reporting all call information according to agreed standards

Call Center Advisor - Americana at Xceed Contact Center (2017-07 – 2018-02)

• Achieving all targets, with top ranked performance
• Meeting personal/team targets with solid performance
• Excellent communicating skills that collaborates with team members and third-party vendors to achieve goals
• Established trusting relationship with customers using rapport
• Prioritizing work and multitask while listening to customer concerns
• Taking ownership on all calls and queries
• High-volume, high-quality work within deadline-intensive settings
• Knowing the product inside and out so that I can answer any questions
• Processing orders, forms, applications, and requests
• Keeping records of customer interactions, transactions, comments, and complaints
• Communicating and coordinating with colleagues as necessary
• Providing feedback on the efficiency of the customer service process

Accountant Trainee at Nasser Social Bank (2015-07 – 2015-11)

• Program designed to provide hands-on experience in banking customer service, gaining insight into all aspects of bank management
• Trained within the customer service department and provided superior customer service. Provided loans, and assisted customers with any problems that they have faced
• Attended managerial briefings

Bachelor of Administration (BBA) in Management – University of Sadat City (2017-06)