Nasser Sultan Ibrahim
Kuwait
Summary
Well-qualified [Job Title] proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling payments. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
7
7
years of professional experience
Work History
Contact Center Customer Service Team-Leader
Kuwait Finance House Formerly Ahli United Bank
2017.06 - Current
- Handled day-to-day customer contact via phones, faxes, and emails.
- Communicated with vendors regarding backorder availability, future inventory, and special orders.
- Evaluated customer service staff performance and provided constructive feedback.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Provided primary customer support to internal and external customers.
- Prepared [Type] reports by collecting and analyzing customer information.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Used [Software] to keep records of customer interactions, customer accounts, and file documents.
- Submitted reports to senior management to aid in business decision-making and planning.
- Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.
- Trained team members in successful strategies to meet operational and sales targets.
Education
Bachelor of Science - Accounting
American University of The Middle East
Kuwait06.2016
High School Diploma -
Al Najat Hight School
Kuwait06.2011
Skills
- Report Preparation
- Report Generation
- Order Fulfillment
- Complaint resolution
- Service standard compliance
- Call center experience
- Administrative Support
- Business Development
- Performance monitoring
- Reporting and Performance Analysis
- Decision-Making
- Employee Training
- Delegation and Supervision
- Excellent Communication
- Multitasking and Prioritizing
- Problem-solving abilities
- Team Building and Motivation
- Teamwork and Collaboration
- Multitasking
- Problem-Solving
- Leadership Development
- Staff Coaching and Training
- Team building
Accomplishments
Certificate for outstanding performance – Accounting project
Spring 2016
American University of the Middle East ▪ Kuwait
Certificate for Live Chat Skills Course
February 2020
Gulf University for Science & Technology ▪ Kuwait
Reward for outstanding performance (Sales & Services)
Starting from Q4 – 2017 till Q1 – 2019
Ahli United Bank ▪ Kuwait
Languages
Arabic
Native language
English
Advanced
C1
Timeline
Contact Center Customer Service Team-Leader
Kuwait Finance House Formerly Ahli United Bank
2017.06 - Current
Bachelor of Science - Accounting
American University of The Middle East
High School Diploma -
Al Najat Hight School
Similar Profiles
Bilal AhmedBilal Ahmed
Manager Finance at Ahli United Bank KuwaitManager Finance at Ahli United Bank Kuwait
Haitham AltienehHaitham Altieneh
IT Infrastructure Manager at Kuwait Finance House BankIT Infrastructure Manager at Kuwait Finance House Bank
Antony AymanAntony Ayman
.NET Developer at Al Ahli Bank of Kuwait - Egypt.NET Developer at Al Ahli Bank of Kuwait - Egypt