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
06.2017 - 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
06.2017 - Current
Bachelor of Science - Accounting
American University of The Middle East
High School Diploma -
Al Najat Hight School
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