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Nael Bou lmad, Customer Service Representative

Nael Bou lmad

Customer Service Representative·Global Support Hub

Lebanon

Bachelor's degree, Communication Engineering

Work experience

Total years of experience: 5 years, 0 months

Customer Service Representative

January 2022 - December 2024

Global Support Hub

London, United Kingdom Remote

January 2022 - December 2024

Resolved 50+ daily customer inquiries via phone/chat, maintaining a 95% first-contact resolution rate (surpassing
team average by 10%). Leveraged technical troubleshooting skills to resolve complex software issues, reducing
escalations by 25%. Trained 5+ new hires remotely on Salesforce CRM, cutting onboarding time by 30%.
Consistently ranked #1 in team performance for 3 consecutive quarters.

Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Customer Service Representative

January 2020 - December 2022

Efs Call Center

Agoo, Philippines Remote

January 2020 - December 2022

Handled 40+ daily customer inquiries via phone and email, achieving a 90% satisfaction rate. Assisted customers
with technical issues, reducing escalations by 15%. Maintained accurate records of customer interactions using
Zendesk CRM. Recognized as Employee of the Month twice for exceptional performance.

Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Education

Lebanese International University

January 2025

January 2025

Bachelor's degree, Communication Engineering

Lebanon

Lebanese International University

October 2022

October 2022

High school or equivalent, Electric And Communication Engineering

Lebanon

Communication Engineering is a field that focuses on the design, development, and management of communication systems and technologies. As a Communication Engineering major, you study the principles and techniques behind transmitting information via various mediums, including wireless, optical, and satellite communication. The program typically covers topics such as signal processing, network design, electronics, digital communications, and telecommunications. You'll learn how to work with both hardware and software to improve the efficiency, reliability, and security of communication systems. Additionally, you’ll explore emerging technologies like 5G, IoT (Internet of Things), and cloud computing, preparing you for a range of careers in industries such as telecommunications, broadcasting, and data communications.
View attachment

Skills

Communication
Expert
Communication
Expert
Problem Solving
Expert
Problem Solving
Expert
Customer Service
Expert
Customer Service
Expert
Teamwork
Expert
Teamwork
Expert
Computer skills
Expert
Computer skills
Expert
Accounting
Beginner
Accounting
Beginner
Management
Expert
Management
Expert
Marketing
Beginner
Marketing
Beginner
Customer Care
Expert
Customer Care
Expert
Sales
Intermediate
Sales
Intermediate
Administration
Intermediate
Administration
Intermediate
Call Center
Expert
Call Center
Expert
Microsoft Office
Expert
Microsoft Office
Expert
Microsoft Excel
Expert
Microsoft Excel
Expert
Data Input
Expert
Data Input
Expert
Data Entry
Expert
Data Entry
Expert

Languages

English

Expert

Arabic

Native Speaker

Training and Certifications

Certifications
LANGUAGE CERTIFICATE
EF SET certificate Show credentials
Deans list

Hobbies and interests

American Football