Sara Saeed
Customer Services - Call Center
Istanbul,34
Summary
Customer Services and Call Center Agent with over 5 years displaying superior communication skills to customers in inbound and outbound settings. Accurately and concisely delivering trusted information to clients while improving overall experience and securing retention, the achievements was receiving best call center Agent award.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
1
1
Language
Work History
Telesales Representative
Austex Media company (online trading company)
Istanbul, 34
11.2022 - Current
- Contact potential or existing customers to inform them about product or service using scripts.
- Answer questions about products or company.
- Ask questions to understand customer requirements and close sales.
- Enhanced customer satisfaction by providing prompt and accurate responses to inquiries.
- Asked pertinent questions to understand customer requirements.
- Answered questions about company offerings with knowledgeable responses about products and services.
- Qualified leads and set up customer appointments for outside sales team.
- Informed current and prospective customers of promotions and new or upgraded products.
- Set up appointments with interested customers according to schedule availability.
- Reduced call handling time by quickly resolving customer issues and addressing concerns professionally.
- Adapted communication styles according to individual client preferences while adhering to professional standards, facilitating rapport building.
- Answered calls, took messages, and transferred calls to correct individuals.
- Improved product knowledge, attending regular training sessions and staying updated on industry trends.
Office Administrative Assistant
Alzawaya for medical and veterinary services Co.Ltd
Sudan
04.2017 - 12.2021
- Managed complex schedules for conference room bookings ensuring that everyone had access to necessary resources for meetings
- Created and updated physical records and digital files to maintain current, accurate, and compliant documentation
- Sorted and distributed office mail and recorded incoming shipments for corporate records
- Created and maintained databases to track and record customer data
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
Customer Services Representative (call Center)
MASRAF ALRAYAN
02.2015 - 06.2016
- Answer calls and respond to emails and handle customer inquiries both over phone and by email.
- Manage and resolve customer complaints.
- Work with and advise customers in opening accounts and performing transactions.
- Collect customer information and input data into system ensuring confidentiality at all times.
- Assist customers with taking out different types of loans including personal auto home etc.
- Process orders, forms and applications.
- Identify and escalate priority issues and follow up customer calls where necessary.
- Document all call information according to standard operating procedures.
- Produce call reports and complete call logs.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions
- Increased customer satisfaction by addressing and resolving complaints in timely manner
- Offer quick solution for customer issues by handling over than
60 calls per days ,
Technical Support Assistants
SUDAN CURRENCY PRINTING PRESS (SCPP)
Sudan
08.2013 - 12.2013
- Maintain, troubleshoot, and install computer hardware and software.
- Train users in managing and using old and new systems.
- Monitor activities to detect problems and support end-users.
- Developed comprehensive support documentation, simplifying issue resolution for both customers and colleagues
- Supported software installations and updates, ensuring optimal performance for end users
- Monitored system performance metrics regularly, identifying potential areas for improvement within technical support department.
Technical Support Assistants
NATIONAL MEDICAL SUPPLIES FUND
Sudan
04.2011 - 04.2012
- Configuring hardware and software, setting up peripherals such printers ,routers.
- Install and configure Computer Applications within company.
- Respond to customer and staff inquiries and assist in troubleshooting and challenges.
- Assisted in creating user-friendly tutorials and online resources, empowering customers to solve minor issues independently
- Supported software installations and updates, ensuring optimal performance for end users
- Monitored system performance metrics regularly, identifying potential areas for improvement within technical support department
- Maintained high levels of customer satisfaction through regular follow-ups and proactive communication
- Managed escalated cases effectively, collaborating with senior technicians to resolve complex problems quickly.
- Supported software installations and updates, ensuring optimal performance for end users.
Education
Bachelor of Information Technology - Information Technology
Future University
Khartoum, Sudan 10.2006 - 02.2011
Skills
Customer-focused approach commitment to delivering exceptional service
undefinedCertification
ICDL (international computer Driving licenses) certificate, 04/2012
Birthday
11/27/89
Personal Information
- Nationality: Sudanese
Awards
Best call center agent award – call center department of MASRAF ALRAYAN, 2015
Timeline
Telesales Representative
Austex Media company (online trading company)
11.2022 - Current
Office Administrative Assistant
Alzawaya for medical and veterinary services Co.Ltd
04.2017 - 12.2021
Customer Services Representative (call Center)
MASRAF ALRAYAN
02.2015 - 06.2016
Technical Support Assistants
SUDAN CURRENCY PRINTING PRESS (SCPP)
08.2013 - 12.2013
Technical Support Assistants
NATIONAL MEDICAL SUPPLIES FUND
04.2011 - 04.2012
Bachelor of Information Technology - Information Technology
Future University
10.2006 - 02.2011
ICDL (international computer Driving licenses) certificate, 04/2012
Oracle database 11 g OCA(oracle certified associate), 07/2012
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