WAFAA HASAN
Customer Service Representative
Amman
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
3
3
Certifications
3
3
Languages
Work History
Customer Service Executive
Aramex International
08.2023 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Coached and mentored junior team members, contributing to their professional growth and development.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Service Representative Spanish Speaker
Extensya Business Contact Management Solutions
11.2022 - 01.2023
- Customer service for Spanish speaker during FIFA 2022
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Social Media Executive
Aramex International
07.2020 - 11.2021
Call Center Representative
Aramex International
05.2018 - 07.2020
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
English Teacher
Carthage International School
09.2017 - 02.2018
- Developed innovative lesson plans to engage students in English language learning.
- Prepared and implemented lesson plans covering required course topics for second grade.
- Increased student motivation by providing timely feedback and recognizing individual achievements.
- Planned dynamic lessons to increase student comprehension of books and literary concepts.
Education
Bachelor of Arts - English And Spanish Languages And Literature
The University of Jordan
04.2001 -
Skills
Team collaboration
Live chat support
Call control
Email management
Escalation control
Problem-solving
Certification
Zendesk Customer Service Professional Certificate
Timeline
Sustainability Awareness
11-2024
Internet Security & You - CyberSecurity Refresher 2024
11-2024
Zendesk Customer Service Professional Certificate
09-2024
Customer Service Executive
Aramex International
08.2023 - Current
Customer Service Representative Spanish Speaker
Extensya Business Contact Management Solutions
11.2022 - 01.2023
Social Media Executive
Aramex International
07.2020 - 11.2021
Call Center Representative
Aramex International
05.2018 - 07.2020
English Teacher
Carthage International School
09.2017 - 02.2018
Bachelor of Arts - English And Spanish Languages And Literature
The University of Jordan
04.2001 -
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