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Samer Sarhan, Content Moderator

Samer Sarhan

Content Moderator·TP,

Jordan

Bachelor's degree, BSc management info systems

Work experience

Total years of experience: 21 years, 7 months

Content Moderator

January 2025 - Present

TP,

Istanbul, Türkiye

January 2025 - Present

Maintain high accuracy and productivity while meeting daily review targets.
Company industry:
IT Services

Sales Consultant

January 2023 - Present

Teleperformance - Turkey

Istanbul, Türkiye

January 2023 - Present

• Manage large amounts of incoming calls
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers
Company industry:
Internet & E-commerce
Job role:
Customer Service and Call Center

Customer Service Specialist

January 2023 - Present

Teleperformance - Turkey

Istanbul, Türkiye

January 2023 - Present

• Manage large amounts of incoming calls
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Customer Service Specialist

January 2023 - Present

TP,

Istanbul, Türkiye

January 2023 - Present

Manage large amounts of incoming calls, identify and assess customers needs to achieve satisfaction, build
sustainable relationships and trust with customer accounts through open and interactive communication.
Company industry:
IT Services

Customer care Team-head

November 2004 - Present

Zain Jordan,

Amman, Jordan

November 2004 - Present

Lead, supervise, and motivate a team of outbound call center agents to achieve individual and team KPIs.
Company industry:
Telecommunications

Content Moderation Associate

September 2019 - August 2025

Cognizant,

Kuala Lumpur, Malaysia

September 2019 - August 2025

Identify security violations and user data violations based on policy guidelines to keep the store malware-free.
Company industry:
IT Services
Job role:
Information Technology

Sales Consultant

January 2020 - January 2022

Knawat,

Istanbul, Türkiye

January 2020 - January 2022

Contacting leads and following up the customers needs to achieve sales targets. Coordinate with other
departments to enhance customers satisfaction.
Company industry:
Internet & E-commerce

Senior process executive

September 2019 - June 2020

Cognizant

Kuala Lumpur, Malaysia

September 2019 - June 2020

• Accountable for the success and quality of the process
• Ensures that the process is followed correctly in Service Operations
• Approves management reporting and tool requirements
• Help improve the defined processes as more automated and gather information created.
• Working with customer internal tools
• Maintaining a high degree of confidentiality while meeting strict dead
Company industry:
Software Development
Job role:
Information Technology

Customer service consultant

September 2018 - July 2019

Knawat

Istanbul, Türkiye

September 2018 - July 2019

⦁ Answering all customer inquiries on Chat, WhatsApp, phone calls and social media platforms
⦁ Welcoming new platform users and offer assistance
⦁ Providing technical support for web store owners for issues regarding their integrated stores with Knawat
⦁ Create and follow up tickets for the Platform developers in case of any platform issues and update the customers.
⦁ Prepare automated Marketing newsletters, campaigns using AgileCRM
⦁ Updating the website knowledge base and FAQs
⦁ Conducting webinars and video calling to our freelance marketers to introduce our platform and the steps to start a drop shipping business with Knawat
Company industry:
IT Services
Job role:
Customer Service and Call Center

Technical customer support consultant

October 2018 - January 2019

Knawat,

Istanbul, Türkiye

October 2018 - January 2019

Answering all customer inquiries on Chat, Whats-app, phone calls and social media platforms. Providing
technical support for web store owners for issues regarding their integrated stores with Knawat.
Company industry:
Internet & E-commerce

Call center supervisor

June 2017 - April 2018

VipBrands

Istanbul, Türkiye

June 2017 - April 2018

Main Duties:
• Preparing daily, weekly and monthly employee performance and rewarding reports
• Participating in new employees’ recruitment, making interviews and new employee selection
process.

• Finding new call center systems and software to develop the call center environment and providing the required technical assistance and follow up.

• Ensure that customers’ questions and problems are resolved properly and quickly. Taking final decisions for the challenging customers and problems that are escalated by my team.
Company industry:
Other Business Support Services
Job role:
Customer Service and Call Center

Recruitment Officer

January 2017 - January 2018

VipBrands,

Istanbul, Türkiye

January 2017 - January 2018

Identifying future hiring needs and developing job descriptions and specifications. Attracting suitable candidates
through databases, online employment forums, social media, etc.
Company industry:
Internet & E-commerce

Call Center Supervisor

June 2015 - August 2016

Talabat.com,

Dubai, United Arab Emirates

June 2015 - August 2016

Meet monthly key contact center performance goals for customer satisfaction, quality, productivity and key
performance metrics.
Company industry:
Internet & E-commerce
Job role:
Customer Service and Call Center

Call center supervisor

June 2015 - July 2016

Talabat.com

Dubai, United Arab Emirates

June 2015 - July 2016

Meet monthly key contact center performance goals for customer satisfaction, quality, productivity

and key performance metrics.

 Monitor and evaluate agent monthly performance, including call/email and after- work monitoring

(using call recording and quality assurance applications), review productivity and attendance reports,

and coach staff members to improve performance.

 Ensure that customers’ questions and problems are resolved properly and quickly. Address

challenging customers and problems that require escalation outside of the department.

 Report, analyze and resolve system, customer and operational issues that impact service quality.

Strive to provide all customers with an outstanding customer experience.
Company industry:
FMCG
Job role:
Customer Service and Call Center

Senior customer service representative

November 2013 - January 2015

Etisalat

Ajman, United Arab Emirates

November 2013 - January 2015

Handling incoming calls from high-value (prestige) customers with professional way. Promoting Etisalat offers &
services to customers using up-selling /cross-selling skills.
Company industry:
Telecommunications

Education

Hashimate university

February 2006

February 2006

Bachelor's degree, BSc management info systems

Jordan

GPA (point): 3 out of 4

GPA (point): 3 out of 4

BSc management info systems
View attachment

The Hashemite University

January 2006

January 2006

Bachelor's degree, Management Information Systems

Jordan

Skills

Market Research
Expert
Market Research
Expert
Call Center
Expert
Call Center
Expert
Time Management
Expert
Time Management
Expert
SPSS
Expert
SPSS
Expert
MSO
Expert
MSO
Expert
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
MANAGEMENT
Intermediate
MANAGEMENT
Intermediate
COMPUTATIONAL INTELLIGENCE
Intermediate
COMPUTATIONAL INTELLIGENCE
Intermediate
USER PROFILE
Intermediate
USER PROFILE
Intermediate
SOCIAL MEDIA
Intermediate
SOCIAL MEDIA
Intermediate
COMMUNICATIONS
Intermediate
COMMUNICATIONS
Intermediate
SALES
Intermediate
SALES
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER INQUIRIES
Intermediate
CUSTOMER INQUIRIES
Intermediate
TELEPHONE SKILLS
Intermediate
TELEPHONE SKILLS
Intermediate
MS OFFICE
Intermediate
MS OFFICE
Intermediate
Time management
Expert
Time management
Expert
performance evaluaion
Expert
performance evaluaion
Expert
MS EXCEL
Intermediate
MS EXCEL
Intermediate
Problem solving
Intermediate
Problem solving
Intermediate
SPSS
Beginner
SPSS
Beginner
Call Center
Expert
Call Center
Expert
Market Research
Expert
Market Research
Expert
Time Management
Expert
Time Management
Expert
MSO
Expert
MSO
Expert

Languages

Arabic

Native Speaker

English

Expert

Turkish

Beginner

Hobbies and interests

Reading books