Amro Abulfaraj

Call Center Agent
Saudi Arabia

Professional Overview

Amro Abulfaraj is an experienced Call Center Agent with a proven track record of delivering exceptional customer service and supporting business operations. With a strong background in the financial services industry, he possesses a unique blend of technical expertise and interpersonal skills, enabling him to effectively address customer inquiries and drive operational efficiency.

Experience Summary

Current Role

Call Center Agent, NCB Capital (2018-02-01 to Present)

• Provides high-quality support to customers through inbound and outbound call handling, addressing inquiries, and resolving issues in a timely and professional manner

• Utilizes advanced customer relationship management (CRM) tools to maintain accurate customer records and ensure seamless service delivery

• Collaborates closely with cross-functional teams to escalate and resolve complex customer concerns, contributing to improved customer satisfaction levels

• Actively participates in training and development programs to enhance product knowledge and customer service skills, ensuring a consistently exceptional customer experience

Career Progression

Call Center Agent, NCB Capital (2014-10-01 to 2018-02-01)

• Handled a diverse range of customer inquiries and requests, demonstrating strong problem-solving abilities and a commitment to providing personalized solutions

• Consistently exceeded key performance indicators (KPIs) for call resolution, first-call resolution, and customer satisfaction, contributing to the overall success of the call center

• Mentored and trained new team members, sharing best practices and techniques to enhance their skills and foster a culture of continuous improvement

Call Center Specialist, The National Commercial Bank - AlahliNCB (2012-06-01 to 2014-10-01)

• Demonstrated expertise in navigating complex banking systems and procedures, enabling efficient and effective customer support

• Recognized for exceptional customer service, earning consistent positive feedback from clients and management

Customer Service Representative, DR. ERFAN & BEGEDO GENERAL HOSPITAL (2011-08-01 to 2012-05-01)

• Provided compassionate and empathetic support to patients and their families, ensuring a positive healthcare experience

Academic Background

• High School Diploma

Areas of Expertise

• Customer Service Excellence

• Call Center Operations

• Financial Services Industry Knowledge

• Problem-Solving and Conflict Resolution

• Adaptability and Flexibility

• Teamwork and Collaboration

Professional Impact

• Consistently exceeded key performance indicators for call resolution, first-call resolution, and customer satisfaction, contributing to the overall success of the call center

• Recognized for exceptional customer service, earning consistent positive feedback from clients and management

• Mentored and trained new team members, sharing best practices and techniques to enhance their skills and foster a culture of continuous improvement

Conclusion

With his extensive experience in the call center industry and a deep understanding of the financial services sector, Amro Abulfaraj is a valuable asset to any organization. His commitment to providing exceptional customer service, coupled with his adaptability and strong problem-solving skills, make him an ideal candidate for continued growth and advancement within the field.