Samer Sarhan

With many years of proven experience providing customer service and market research for several different companies, I am confident I will make an immediate contribution to your team.I have demonstrated the ability to effectively handle situations or inquiries while working within policy, procedures and standard processes. You will find I am detail oriented and able to analyze, prioritize and resolve client requests or issues quickly and effectively. I possess excellent communication skills both oral and written. I have remarkable interpersonal, organizational and time management skills. I am well versed in all the Microsoft Office suite applications. Furthermore, I learn new applications quickly and efficiently. I am able to support team goals along with finishing my assigned tasks which makes me a perfect fit for a multitasking environment such as yours. This summary, as well as my resume, cannot adequately communicate my qualifications in-depth; I look forward to meeting with you to discuss why I would bean asset to your institution. I am available to schedule an interview at your earliest convenience by phone or Email

Knawat | We are hiring
Sales Consultant
August 2020 - Present (2 years 3 months)
Istanbul, Turkey
• Contacting leads and following up the customers' needs to achieve salestargets.
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• Coordinate with other departments to enhance customers satisfaction• Participating in the company's brain storming sessions and suggest newideas.
Cognizant
Senior Process Executive
September 2019 - August 2020 (1 year)
Kuala Lumpur, Malaysia
• Accountable for the success and quality of the process• Ensures that the process is followed correctly in Service Operations• Approves management reporting and tool requirements• Help improve the defined processes as more automated and gatherinformation created. • Working with customer internal tools • Maintaining a high degree of confidentiality while meeting strict deadlines
Knawat
Technical customer support consultant
October 2018 - August 2019 (11 months)
Istanbul-Turkey
⦁ Answering all customer inquiries on Chat, Whats-app, phone calls and socialmedia platforms⦁ Welcoming new platform users and offer assistance ⦁ Providing technical support for web store owners for issues regarding theirintegrated stores with Knawat⦁ Create and follow up tickets for the Platform developers in case of anyplatform issues and update the customers.⦁ Prepare automated Marketing newsletters, campaigns using AgileCRM ⦁ Updating the website knowledge base and FAQs ⦁ Conducting webinars and video calling to our freelance marketers tointroduce our platform and the steps to start a drop shipping business withKnawat
VipBrands
Call Center Supervisor
June 2017 - September 2018 (1 year 4 months)
Istanbul, Turkey
Main Duties:
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⦁ Preparing daily, weekly and monthly employee performance and rewardingreports⦁ Participating in new employees’ recruitment, making interviews and newemployee selectionProcess.⦁ Finding new call center systems and software to develop the call centerenvironment and providing the required technical assistance and follow up.⦁ Ensure that customers’ questions and problems are resolved properly andquickly. Taking final decisions for the challenging customers and problems thatare escalated by my team.
Talabat.com
Call Center Supervisor
June 2015 - July 2016 (1 year 2 months)
Dubai, United Arab Emirates
Main Duties:⦁ Meet monthly key contact center performance goals for customersatisfaction, quality, productivity and key performance metrics. ⦁ Monitor and evaluate agent monthly performance, including call/email andafter- work monitoring (using call recording and quality assurance applications), review productivityand attendance reports, and coach staff members to improve performance.⦁ Ensure that customers’ questions and problems are resolved properly andquickly. Address challenging customers and problems that require escalation outside of thedepartment.⦁ Report, analyze and resolve system, customer and operational issues thatimpact service
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Etisalat
Senior customer service representative
November 2013 - February 2015 (1 year 4 months)
Ajman, United Arab Emirates
• Handling incoming calls from high-value (prestige)customers with professional way• Following up customers’ complaints with prestige back office.• Promoting Etisalat offers & services to customers using up-selling /cross-selling skills to achieve  Department’s KPI’s
Zain Jordan
Customer care Team-head
November 2004 - October 2011

Education
The Hashemite University
Bachelor's degree, Management Information Systems, General · (2002 - 2006)
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