Mohamed Zahabe
Liverpool,NSW
Summary
Proven expert in customer service and problem-solving, with a track record of enhancing customer satisfaction and retention at Raisers Hub. Skilled in call center operations and effective communication, consistently exceeded performance metrics. Specializes in resolving complex issues, fostering client relationships, and mentoring new hires for improved team performance.
Provides seamless customer service to providers in fast-paced call center environments. Excellent communication, relationship-building and problem-solving abilities. Diligent, attentive and quality-driven.
Overview
9
9
years of professional experience
Work History
Call Center Representative
Raisers Hub
Rosebery, NSW
01.2023 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Customer Service Specialist
Campbelltown City Council
Campbelltown, NSW
02.2021 - 01.2022
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
Call Center Representative
Ampersand
Parramatta, NSW
04.2019 - 03.2020
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
Call Center Representative
Specialist Services
Castle Hill, NSW
09.2017 - 08.2018
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
Call Center Representative
Booktopia Direct
North Strathfield, NSW
11.2015 - 10.2016
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Education
William Carey Christian School
Prestons, NSW04.2014
Skills
- Problem-solving skills
- Customer Support
- Data Entry
- Customer Service
- Call Center Customer Service
- Verbal and written communication
- Resolving issues
- Inbound phone calls
Timeline
Call Center Representative
Raisers Hub
01.2023 - Current
Customer Service Specialist
Campbelltown City Council
02.2021 - 01.2022
Call Center Representative
Ampersand
04.2019 - 03.2020
Call Center Representative
Specialist Services
09.2017 - 08.2018
Call Center Representative
Booktopia Direct
11.2015 - 10.2016
William Carey Christian School