Khaled Allouh
Customer Support Specialist
Yalova
Summary
Dedicated and service-oriented Customer Support Representative with over 10 years of experience in contact center operations. Skilled in engaging with customers through phone, email, online chat, and social media to resolve a wide range of concerns effectively. Strong computer skills in Word, Excel, and web-based applications, complemented by exceptional communication abilities and keen attention to detail. Proven capacity for multitasking while employing critical and analytical thinking to solve problems efficiently, consistently achieving high levels of customer satisfaction. Committed to fostering positive customer experiences and driving operational excellence.
Overview
16
16
years of professional experience
3
3
Languages
Work History
Customer Support Representative
Teleperformance
01.2021 - 01.2025
- Senior customer support specialist
- Handle 50+ customer interactions per day, giving detailed, personalized, friendly, and polite service to ensure customer retention and satisfaction
- Collect source data such as customer names, addresses, phone numbers using CRMs such as Salesforce (DCE2)
- Troubleshooting customer complaints on social media and reach out to provide assistance
- Follow up with customers to ensure their technical issues are resolved
- NPS management
- Assisting in training junior Customer Support Representatives
- Delivered exceptional customer service by resolving inquiries and issues, enhancing overall client satisfaction and loyalty.
- Collaborated with cross-functional teams to streamline processes, improving response times and operational efficiency.
- Mentored new team members on best practices and systems, fostering a supportive and productive work environment.
- Utilized CRM systems to accurately document interactions, ensuring seamless communication and continuity in customer support.
Customer Support Specialist
Al Futtaim
01.2019 - 02.2020
- Answering customers' inquiries via Chat, Email, and Social Media.
- Answering or making outbound interactions to customers for further assistance
- Providing fast and accurate resolutions
- Engaging in active and reflective listening with customers, to provide the best customer experience.
- Resolved customer inquiries and complaints efficiently, enhancing customer satisfaction and loyalty through effective communication.
- Collaborated with cross-functional teams to streamline support processes, resulting in improved response times and service quality.
- Analyzed customer feedback trends to identify areas for service improvement, driving initiatives that enhanced overall user experience.
- Developed training materials for new staff, ensuring consistency in service delivery and adherence to company standards.
Civil Engineer
Bin Jamal General Engineering
10.2016 - 03.2018
- Preparing the Civil design and shop drawings.
- Preparing Abu Dhabi municipality approvals.
- Preparing Material submittals.
- Preparing and issuing material orders and LPO's.
- Procurements for all Civil materials.
- Attending meetings with the main contractor, consultant and client for design, construction and handover.
- Following the testing and commissioning activities along with reports for all Civil disciplines.
- Issuing as built drawings.
- Designed and implemented structural solutions for complex projects, enhancing safety and compliance with engineering standards.
- Led project teams in conducting site assessments and feasibility studies, improving project timelines and resource allocation.
- Collaborated with multidisciplinary teams to develop innovative engineering solutions, driving project efficiency and stakeholder satisfaction.
- Managed project documentation and regulatory submissions, ensuring adherence to local codes and enhancing project approval rates.
Sales Executive
Al Jamal Showroom
07.2009 - 01.2010
- Research and recommend prospects for new business opportunities
- Research and analyze sales options
- Build and maintain relationships with clients and prospects
- Stay current with trends and competitors to identify improvements or recommend new products
- Collect and analyze information and prepare data and sales reports
- Attend workshops to learn more technical and professional skills for the job
- Build and maintain professional networks
- Meet with potential clients to determine their needs.
- Cultivated strong client relationships that increased customer retention and drove repeat sales in a competitive market.
- Developed and executed strategic sales plans that expanded market presence and enhanced brand awareness effectively.
- Leveraged CRM software to track sales performance, ensuring accurate forecasting and improved operational efficiency.
- Collaborated with cross-functional teams to deliver tailored solutions, resulting in enhanced customer satisfaction and loyalty.
Education
Bachelor - Civil Engineering
Uttara University
01.2015
High school degree - undefined
Khalifa Bin Zayed
01.2008
Skills
Customer interaction
Complaint resolution
NPS management
CRM documentation
Social media support
Team mentoring
Inquiry management
Customer retention strategies
Escalation handling
Issue troubleshooting
Timeline
Customer Support Representative
Teleperformance
01.2021 - 01.2025
Customer Support Specialist
Al Futtaim
01.2019 - 02.2020
Civil Engineer
Bin Jamal General Engineering
10.2016 - 03.2018
Sales Executive
Al Jamal Showroom
07.2009 - 01.2010
High school degree - undefined
Khalifa Bin Zayed
Bachelor - Civil Engineering
Uttara University