Summary
Overview
Work History
Education
Skills
Timeline
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Moath Abd-alwahab

Customer Service Team Leader
Amman

Summary

Dynamic customer service leader with proven success at Csmena, enhancing first call resolution rates and fostering teamwork. Skilled in CRM software and complaint handling, I drive customer satisfaction through effective issue resolution and team coaching. Committed to professional growth and operational efficiency, I consistently achieve results in high-pressure environments.

Overview

17
17
years of professional experience
2
2
Languages

Work History

Customer Service Representative Team Lead, Csmena

Csmena
01.2025 - Current
  • Fostered a positive work environment that encouraged collaboration and teamwork among employees.
  • Increased first call resolution rates, reducing the need for follow-up calls and improving customer satisfaction.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.

Customer Service Representative,

Extensya
10.2016 - 04.2017
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.

Sales

Clothing Stores
05.2010 - 10.2016


  • Applied established sales techniques and persuasive communication skills to meet personal sales objectives.
  • Increased team sales by developing and implementing effective sales strategies.
  • Increased sales revenue by streamlining sales operations processes and implementing effective strategies.

Technician Specialist

Osef & Mojahed Co
08.2008 - 05.2010
  • Streamlined maintenance processes for increased efficiency and reduced downtime.
  • Collaborated with team members to complete complex projects within established timelines.
  • Developed and implemented innovative solutions to address recurring issues, resulting in improved system reliability.
  • Contributed to the successful completion of high-stakes projects through meticulous attention to detail and task prioritization.

Education

Bachelor of Science - Computer Information Systems

Al-Zaytoonah Private University
Amman
04.2001 -

Skills

Call center experience

Team management

Complaint handling

CRM software

Skill development

Issue resolution

Team coaching

Tech support

Customer service analysis

Teamwork

Customer service

Timeline

Customer Service Representative Team Lead, Csmena

Csmena
01.2025 - Current

Customer Service Representative,

Extensya
10.2016 - 04.2017

Sales

Clothing Stores
05.2010 - 10.2016

Technician Specialist

Osef & Mojahed Co
08.2008 - 05.2010

Bachelor of Science - Computer Information Systems

Al-Zaytoonah Private University
04.2001 -

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Moath Abd-alwahabCustomer Service Team Leader