Hamid Hussein Email & Phone Number

Sudan

• Assisted customers with product information, billing inquiries, and service-related concerns, resulting in a 15% increase in customer retention over the last year.• Managed high-volume inbound calls, averaging 80-100 calls per day, addressing customer inquiries and resolving issues with a 95% customer satisfaction rate.• Utilized CRM software to document customer interactions, improving case resolution time by 20%.• Trained and mentored 5 new call center agents on call handling techniques, resulting in a 30% increase in team productivity.• Received recognition as “Top Performer” for meeting and exceeding call handling targets by 120% and consistently achieving quality assurance scores above 95%.

• Provided tier 1 support via phone, email, and live chat, managing inquiries regarding account setup, service installation, and technical troubleshooting, maintaining a 92% resolution rate. • Assisted customers in navigating online self-service options, reducing call volume by 10% and improving customer satisfaction by 12%.• Maintained a 90% first-call resolution rate, contributing to a 20% reduction in overall escalations.• Provided feedback to management on recurring issues, leading to process improvements that decreased average handling time (AHT) by 15%.

Sudan

• Handled up to 150 calls daily in a high-paced environment, focusing on resolving issues such as service disruptions, product troubleshooting, and billing discrepancies.• Escalated unresolved issues to senior support when necessary, ensuring follow-up until complete resolution, achieving a 98% issue resolution rate.• Helped implement a knowledge base that reduced issue resolution time by 25%, enhancing overall customer experience.