Ala'a Qasem

• 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.)