Silaf AlSheedani

Call Centre Assistant at Ras Al Khaimah Free Trade Zone Authority

• United Arab Emirates
• August 2012 to January 2014

Ras Al Khaimah Free Trade Zone Authority, Call Centre Assistant (Aug 2012-Jan 2014)

• Determine requirements by working with customers.
• Answer inquiries by clarifying desired information; researching, locating, and providing
information.
• Resolve problems by clarifying issues; researching and exploring answers and alternative
solutions; implementing solutions; escalating unresolved problems.
• Maintains call centre database by entering information.
• Strong knowledge of free zone procedures and requirements to support customers and provide advice and solutions.
• Deputised for the call centre manager and leading the other assistants in her absence to ensure SLAs are met and acting as senior support.
• Provide coaching and support to peers.
COMPUTER SKILLS

• Languages: C++, Java, MikroC.
• Applications: MS Visual Studio.
• Database Systems: SQL.
• Certifications: Preparing for my CCNA.