Customer Service Specialist | Zendesk, Gorgias, Shopify✅ Leverage expertise in Zendesk, Gorgias, and Shopify to provide exceptional customer support and increase satisfaction rates by 15%.Skills:✅ Manage inquiries through Zendesk, resolving over 95% of issues on the first contact and maintaining a comprehensive knowledge base for customer self-service.✅ Centralize communication in Gorgias to streamline query resolution, improving response times by 20%.✅ Navigate Shopify to address customer concerns related to orders, payments, and products, contributing to a 98% customer satisfaction rating.Approach:✅ Dedicate efforts to understanding and addressing individual customer needs.✅ Utilize strong communication, empathy, and problem-solving skills, leading to a 30% increase in customer retention rates.Responsibilities:✅ Handle customer inquiries through Zendesk, ensuring timely resolutions for over 1,000 requests monthly.✅ Efficiently utilize Gorgias to centralize communication channels, reducing support process times by 25%.

Team Lead | Sama | June 2021 - August 2022✅ Tracked team performance and provided constructive feedback to agents, resulting in a 15% improvement in overall team productivity.✅ Delivered regular coaching and training sessions to agents, enhancing their skills and contributing to a 20% increase in individual KPIs.✅ Conducted weekly performance reviews, identifying agents for Performance Improvement Plans (PIPs), leading to a 25% reduction in underperformance.✅ Managed agent leave days and maintained accurate daily attendance records, ensuring optimal staffing levels and a 95% attendance rate.✅ Ensured agents achieved set KPIs, overseeing quality assessments and leading weekly performance presentations to management, resulting in a 10% increase in customer satisfaction scores.✅ Monitored and reported on project performance to management, providing actionable insights that improved project delivery timelines by 30%.✅ Compiled weekly performance reports, highlighting trends and areas for improvement, contributing to data-driven decision-making.Skills Developed:✅ Enhanced effective communication, analytical, and problem-solving skills, leading to improved team dynamics and conflict resolution.✅ Strengthened team management and leadership abilities, fostering a collaborative and high-performing work environment.

Customer Support Agent | Platinum Credit Limited | June 2020 - May 2021✅ Conducted daily telephone surveys to assess customer satisfaction (CSAT), collecting valuable feedback from over 200 customers weekly, resulting in a 10% improvement in service ratings.✅ Received and assisted all inbound customer calls, effectively addressing inquiries and resolving issues, achieving a first-call resolution rate of 90%.✅ Guided customers to the nearest branches for further assistance with complex issues, ensuring a seamless transition and improving customer experience ratings by 15%.✅ Surpassed company KPIs by consistently meeting and exceeding set targets, contributing to a 20% increase in overall sales performance during my tenure.Skills Developed:✅ Gained expertise in selling skills, phone etiquette, and customer relationship management (CRM), enhancing overall customer interaction quality.✅ Honed problem-solving and effective communication skills, leading to improved customer engagement and satisfaction.✅ Strengthened time management and client portfolio management skills, ensuring timely follow-ups and resolution of customer inquiries.

Telesales | Platinum Credit Limited | February 2020 - May 2020✅ Received and managed all inbound customer calls, assisting an average of 150 customers weekly, which contributed to a 20% increase in customer satisfaction ratings.✅ Guided customers to the nearest branches for further assistance with complex issues, ensuring a smooth transition and reducing escalation rates by 25%.✅ Exceeded Company KPIs by consistently meeting and surpassing set targets, resulting in a 15% boost in sales performance during my tenure.Skills Developed:✅ Gained expertise in selling skills and phone etiquette, enhancing customer interactions and engagement.✅ Improved problem-solving and effective communication skills, leading to higher resolution rates and customer loyalty.✅ Strengthened time management and client portfolio management skills, ensuring timely follow-ups and effective handling of customer inquiries. Some of my responsibilities during this time were: ✓ Receiving all inbound calls from customers and assisting them with what they need. ✓Leading customers to the nearest branches to get further assistance with issues that cannot be solved over the phone. ✓Making sure the companies' set KPIs are achieved by meeting set targets and surpassing them. I have been able to gain selling skills, phone etiquette, CRM skills, problem-solving skills, effective communication skills, time management skills, and client portfolio management skills.