Samer Abdulrahman
HAWALLY,Kuwait
Summary
I have experience in customer service, team leadership, quality, and training. I started my career as a Customer Service Representative in 2021, then became a Team Leader where I supported the team, monitored performance, and handled daily operations. Currently, I work as a Quality and Training Specialist, focusing on improving service quality, coaching employees, and delivering training sessions. I have good communication skills, attention to detail, and a strong interest in developing teams and improving customer experience.
Overview
18
18
years of post-secondary education
5
5
years of professional experience
Work history
Quality & Training Specialist
Gulf contact center ( Alo 80 )
HAWALLY, Kuwait
2021.07 - Current
Customer Service Representative (Call Center Agent)
2021 – 2022
- Responded to customer inquiries via phone and WhatsApp.
- Processed customer orders accurately through the system.
- Resolved customer complaints and ensured high customer satisfaction.
- Maintained accurate customer records and followed company procedures.
- Achieved service quality and productivity targets.
Team Leader
2022 – 2023
- Supervised and supported a team of customer service agents.
- Monitored daily performance and ensured KPI achievement.
- Conducted coaching sessions and provided performance feedback.
- Assisted in handling escalated customer complaints.
- Prepared daily performance reports and coordinated with management.
Quality & Training Specialist
2023 – Present
- Monitored and evaluated customer interactions to ensure compliance with quality standards.
- Conducted quality audits and provided coaching to improve agent performance.
- Designed and delivered onboarding and refresher training programs.
- Developed training materials and updated Standard Operating Procedures (SOPs).
- Prepared quality reports and analyzed performance trends.
- Collaborated with Operations to improve customer experience and service quality.
- Monitored KPIs and implemented improvement plans.
Education
Certificate of Higher Education -
Al-Ikhlas Private School
Kuwait 2001.04 - 2019.04
Business Management
Arab Open University
Kuwait 2023.01 -
Skills
- Customer Service
- Quality Assurance (QA)
- Call Quality Monitoring
- Training & Development
- Coaching & Mentoring
- Team Leadership
- Performance Evaluation
- KPI Monitoring
- Customer Complaint Handling
- Communication Skills
- Problem Solving
- Microsoft Office (Excel, Word, PowerPoint)
- Report Preparation
- SOP Development
- Call Center Operations
- Performance Improvement
- Time Management
- Conflict Resolution
- Presentation Skills
- Training Delivery
Languages
Arabic
Native
English
Upper intermediate
Timeline
Business Management
Arab Open University
2023.01 -
Quality & Training Specialist
Gulf contact center ( Alo 80 )
2021.07 - Current
Certificate of Higher Education -
Al-Ikhlas Private School
2001.04 - 2019.04