Mohammed Abdullah

• Served as the first point of contact for online customers across the GCC via
WhatsApp live chat.
• Handled up to 5 customers concurrently, resolving inquiries and issues while
maintaining high service standards.
• Trained and mentored 15+ new agents simultaneously on product knowledge,
communication protocols, and escalation procedures, ensuring quick ramp-up and
adherence to SLAs.
• Contributed to meeting Service Level Agreements and maintaining strong CSAT
scores through both direct customer support and team development.

• Issuing policies, renewals, cancellations, and refunds
• Worked as a motor underwriter.
• Working on Excel for daily auditing.
• Data entry and data Analysis.

• Served as the first point of contact for online customers via chat, phone, and email.
• Managed order processing, tracked shipments, and handled returns and refunds
efficiently.
• Resolved complaints and inquiries using clear communication and CRM tools to
ensure customer retention.
• Contributed to a 20% reduction in response time by adhering to SLAs and improving
workflow coordination.

• Working in call center to attract customers and offer the benefits of subscribing to a
discount union membership.
• Handled customer inquiries, provided guidance, and escalated unresolved issues
professionally.
• Collaborated with internal departments to streamline customer support operations and
follow-ups.
• Show customers what Etihad Khasem offers to subscribers.