Abdullah Abu Hardan

• Led and coached a team of customer service agents to consistently meet and exceed performance KPIs and
service quality standards.
• Monitored daily operations and ensured full adherence to workflows, escalation procedures, and company
policies.
• Provided real-time floor support, resolved escalated customer issues, and delivered constructive performance
feedback.
• Tracked and analyzed key team metrics including CSAT, AHT, and FCR to identify areas for continuous
improvement.
• Collaborated with senior management to implement operational improvements that boosted team productivity
and morale.
• Designed and delivered onboarding and training sessions for newly hired agents, covering workflows, scripts,
product knowledge, and customer handling best practices.

• Developed and produced engaging content for internal communications, training materials, and customer-facing
channels.
• Ensured all content consistently aligned with brand voice, tone guidelines, and strategic business objectives.
• Collaborated cross-functionally with operations and quality assurance teams to translate complex processes into
clear, accessible content.
• Contributed to knowledge base articles, standard operating procedures (SOPs), and onboarding documentation
for new hires.
• Supported coaching initiatives by creating performance feedback scripts and communication templates for team
leads.
• Facilitated training sessions for new employees, using developed content to accelerate onboarding and ensure
consistent service quality.

• Delivered high-quality customer support across inbound and outbound channels, efficiently resolving inquiries
and complaints.
• Consistently met and exceeded monthly sales targets through strategic upselling and cross-selling techniques.
• Built strong rapport with customers to drive satisfaction, loyalty, and long-term retention.
• Maintained accurate records of all customer interactions using CRM systems, ensuring data integrity and follow
up compliance.
• Received recognition for top performance in sales conversion rates within the first 6 months.
• Assisted in training new joiners on call handling techniques, product knowledge, and company protocols,
contributing to faster team ramp-up.