Diab Ibrahim
Hawalli,Kuwait
Summary
Experienced professional with focus on delivering exceptional customer support. Skilled in resolving complex issues swiftly and enhancing customer satisfaction through effective communication and problem-solving. Adept at utilising technology to streamline processes and improve service delivery.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work history
Call Center Agent
One global Holding for online payment solutions
Kuwait City, Al Asimah
04.2019 - 02.2025
- Managed high volume of inbound calls for quick resolution of customer issues.
- Handled phone, email, and social media enquiries with consistent customer service across multiple channels.
- Offered technical support, leading to enhanced user experience.
- Handled returns and exchanges efficiently, maintaining high levels of customer satisfaction.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Processed and issued refunds, exchanges, and credit notes, providing tailored solutions to customer issues.
- Improved customer satisfaction by effectively handling complaints and inquiries.
- Developed strong relationships with customers, fostering brand loyalty and repeat business.
- Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
- Process pending and failed transactions through CMS system.
- Comfortable navigating and updating records through CMS (Content Management System) platforms as part of administrative and support tasks.
- Proficient in using Freshdesk Ticketing system for recording complaint tickets and customer inquiries.
- Familiar with using telephone systems like Five9, Maqsam, and Issabel.
- Handling customers' inquiries and complaints for three different Apps owned by One Global company: Og Money App, Cashier App, and Flytern App.
- Performed administrative duties contributing towards smooth store operations.
- Shift in charge.
- Enable and disable service when appropriate.
- Reporting technical issues to relevant department.
- Handling customer issues and managing conflicts.
Education
Faculty of commerce - Accounting Department
Thebes Academy
Giza - Egypt 06.2012 - 08.2016
Skills
- Multitasking
- Attention to detail
- Strong Problem-solving skills
- Adaptability and flexibility
- Time management
- Critical thinking
- Client retention
- Crisis handling
- Data entry proficiency
- Helpdesk operations
- E-Commerce experience
- Use MS Office (Word, Excel, Outlook)
- Technical support
- E-Commerce platforms
Languages
Arabic
Native
English
Intermediate (B1)
References
References available upon request.
Timeline
Call Center Agent
One global Holding for online payment solutions
04.2019 - 02.2025
Faculty of commerce - Accounting Department
Thebes Academy
06.2012 - 08.2016
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