Microsoft Office Suite, Word, Excel, Power Point, Outlook
Mohamed Zahabe
Call Centre
Sydney,NSW
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
4
4
years of professional experience
1
1
Language
Work History
Contact Center Representative
MSI Australia
01.2022 - Current
- Answered customer inquiries via phone, email and chat.
- Provided product information to customers.
- Assisted customers with order placement and payment processing.
- Resolved customer complaints in a professional manner.
- Performed troubleshooting and problem solving for customer issues.
- Monitored incoming calls, emails and chats for quality assurance purposes.
- Maintained call logs and records of customer interactions using CRM software.
- Provided technical support to customers on products or services offered by the company.
Contact Center Associate
BankVic
Melbourne, Vic
01.2020 - 12.2021
- Answered customer inquiries via telephone and email, providing technical support and product information.
- Assisted customers with account issues, such as password resets, account activations, and billing questions.
- Monitored incoming emails and responded to customers in a timely manner.
- Maintained detailed records of customer interactions using CRM software.
- Resolved customer complaints in an efficient and professional manner.
- Identified customer needs by actively listening to their concerns or requests.
Call Center Representative
ManPower
Melbourne, 3000
01.2018 - 12.2019
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Developed effective working relationships with team members across multiple departments.
- Attended regular training sessions on updates and changes within the industry or organization.
- Stayed current on relevant product and service offerings as well as competitor pricing models.
- Participated in daily huddles with team members in order to discuss common goals and objectives.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
Call Center Executive
Smaart Recruitment
Melbourne, 3000
01.2016 - 12.2017
- Responded to customer inquiries, complaints and requests in a timely manner.
- Provided quality customer service via telephone, email and chat.
- Assisted customers with product selection and troubleshooting issues.
- Utilized various software applications to log customer information and issue resolution.
- Maintained accurate records of all conversations with customers.
- Identified opportunities for improvement in customer service processes.
- Collaborated with other departments to ensure excellent customer experience.
Call Center Team Leader
Belgravia Health
Melbourne, Vic
01.2014 - 12.2015
- Managed team of 10 customer service representatives, providing guidance and coaching to ensure quality standards were met.
- Provided training and orientation sessions for new employees on the call center's systems and procedures.
- Developed and implemented processes for monitoring employee performance and ensuring adherence to customer service policies.
- Maintained records of all calls received, including detailed notes regarding customer inquiries and complaints.
- Conducted regular one-on-one meetings with team members to discuss performance goals and objectives.
Education
High School Diploma -
All Saints
Liverpool03-2015
Skills
- CRM Software
- Call handling
- Complaint resolution
- Workload Management
- Product Upselling
- Data Entry
- Quality Assurance
- Call Control
- Report Preparation
- Payment Processing
- Customer Service
- Account updating
- Technical Support
- Customer Relationship Management
- Sales expertise
- Sales closing
- Gathering information
- Communicating with clients
- Delivery Tracking
Certification
- ACE - Adobe Certified Expert, Photoshop
- Sales Essentials Certificate
- MCAS - Microsoft Certified Application Specialist
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Affiliations
- Association for Computing Machinery
- National Association of Social Workers
- Project Management Institute
- International Customer Service Association
- International Association of Administrative Professionals
- Institute of Electrical and Electronics Engineers
Work Preference
Work Type
Full TimePart TimeContract WorkInternshipWork Location
On-SiteRemoteHybridImportant To Me
Company CultureWork-life balanceCareer advancementPaid sick leaveFlexible work hoursPersonal development programsTeam Building / Company RetreatsHealthcare benefitsStock Options / Equity / Profit Sharing4-day work weekWork from home optionPaid time offQuote
I can’t understand why people are frightened of new ideas. I’m frightened of the old ones.
John Cage
Software
Interests
Communication
Problem Solving
Product Knowledge
Adaptability
Patience
Active Listening
Empathy
Sympathy
Timeline
Contact Center Representative
MSI Australia
01.2022 - Current
Contact Center Associate
BankVic
01.2020 - 12.2021
Call Center Representative
ManPower
01.2018 - 12.2019
Call Center Executive
Smaart Recruitment
01.2016 - 12.2017
Call Center Team Leader
Belgravia Health
01.2014 - 12.2015
High School Diploma -
All Saints
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