Senior Customer care representative
LG Electronics
Total years of experience :13 years, 6 Months
Demonstrated mastery of customer service call script within specified timeframes.
• Properly directed inbound calls in phone queues to improve call flow.
• Addressed customer service inquiries in a timely and accurate fashion.
• Built customer loyalty by placing follow-up calls for customers who reported product issues
• Improved customer ratings by Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
• Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations.
• Run daily, weekly & monthly progress reports to the management team to fulfill customer report requirements
• Preparing, revising and analyzing CIC performance reports in coordination with other branches in (Syria .Lebanon & Iraq).
• Monitoring the Distributor's Service operation by running happy call survey i.e. call back the customers whom have been served by LG distributor to reach Customer Expectation.
• Trained the new joiner on how to improve customer interactions & on how to use the CRM system."GSFS
• Creating technical hand books for LG Products contains (Product operation & set up Trouble shootings, Product specifications.)
Oct. 10 - Jan. 11
Customer Care & consulting agent
Crystelcall- Amman
• Listen to, grasp and address the caller's problems in a timely manner
• Follow step by step procedures in handling incoming or outgoing calls with ability to resolve and close issues.
• Following up with customers and solving their problems.
2014 • Mini MBA In practice Course /Change Zone /Authorized by IACET • Telephone Skills and Quality Customer Service/Universal classes / Authorized by IACET • Customer Service 101 /Universal classes / Authorized by IACET • Call Center Management 101 /Universal classes / Authorized by IACET Workshops: • Soft Skill (Teaching Skills, MOT, Must Explanation Soft Skill) • Time Management • Communication skills • Jeong- do management • Writing Effective Reports • Frequent technical trainings for LG products (HA, HE, AC, & MC) • Emotional Intelligence & positive psychology "change Zone"
2013 • Diploma in Neuro -linguistics Programming /Canadian training center of NLP
2011 • ICDL certificate /UNESCO/
2005 • General secondary certificate / (Average 89.8) • B.A degree /English language and literature/ the Hashemite University
Bachelor's degree / higher diploma , English language and literature