Anas Abdelkrim
Kuala Lumpur
Summary
Motivated individual with extensive customer service experience in the e-commerce, digital marketing and crypto industry. Demonstrated ability to develop relationships, understand customers' needs, overcome objections, and provide excellent customer service. Also, brings two years of experience in content moderation and online platform safety. Proven track record of efficiently handling high-volume content while maintaining quality and meeting KPIs.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Customer Service Agent
Centauri Services and Technology
02.2024 - Current
- Enhanced customer satisfaction by efficiently resolving complex issues and addressing concerns.
- Earned multiple recognition awards for outstanding performance in achieving client satisfaction scores.
- Established rapport with customers through active listening and personalized attention, fostering long-term relationships based on trust and loyalty.
- Reduced customer complaints by promptly identifying problems and implementing effective solutions.
Activation Specialist
Evo Business Consulting
12.2022 - 12.2024
- Worked with direct clients and agencies to adopt and advertise
their products/services on the client ads manager platform. - Monitored the account performance and provided optimizations via email and calls to improve the performance.
- Conducted weekly calls with the clients to discuss the ad's performance and share best practices.
- Built and maintained good relationships with clients and provided exceptional customer service.
- Increased the revenue on the ads manager platform by introducing new products and campaign optimization.
Senior Content Review Analyst
Evo Business Consulting
01.2022 - 11.2022
- Leveraged cultural background knowledge to understand the deep meaning of each content.
- Provided appropriate contextual information to non-native Arabic speakers.
- Assisted with the onboarding of new joiners by sharing market knowledge and best practices.
- Researched and observed trending topics and how they may impact the user experience on the platform.
Client Solution Support Arabic
Evo Business Consulting
11.2020 - 12.2021
- Worked with small and mid-sized businesses as well as well-known brands to advertise their products and services on the client ads manager platform.
- Monitored the performance of client ads accounts and provided support and optimization regularly via calls, emails, and webinars to remove any blocker and increase spending on the platform.
- Scheduled weekly calls with the clients to discuss the account performance and ways to increase ROI.
- Kept a detailed record in the Book of Business for each client.
Customer Support Specialist
Evo Business Consulting
06.2020 - 11.2020
- Solved customer inquiries through the ticketing platform, provided account set-up guidance and campaign optimization.
- Provided accurate and detailed information to customers' ads rejections inquiries.
- Reduced internal and external escalation rate by identifying ongoing product-related issues quickly to improve customer experience.
- Performed outbound calls to problematic customers to provide solutions.
Content Review Associate (Arabic and English)
Evo Business Consulting
10.2019 - 06.2020
- Mastered internal control of high volume contents in an exceedingly multitasking and rapidly changing environment.
- Enforcement of policy to keep up a top-quality and friendly user mobile experience for the client platform.
- Provided support to colleagues with familiarity with policies to keep up a healthy teamwork environment.
Content Review Analyst (Arabic & English)
EVO Business Consulting
10.2018 - 03.2019
- Reviewed all kinds of content in Arabic and English (video, audio, text, and image).
- Followed client policy guidelines and maintained high-quality work
- Met and exceeded all targets while sustaining a good score.
- Ability to operate in areas that are not defined or clear within the policy.
- Worked closely with QA'S and team leads to enhance and improve client policy.
E-commerce Customer Service Representative
Sharishari est.
01.2017 - 12.2017
- Respond to customers' chats, inbound calls, and email inquiries regarding merchandise and order verification.
- Resolved customer's order issues such as refund, product exchange, return, and other claims.
- Assisted customers with zero E-commerce knowledge on how to place an order on the website through outbound calls.
Education
Bachelor of Science - Information Technology
Kuala Lumpur Metropolitan University College - Kua
06.2015
Skills
- Exceptional Communication Skills
- Strong Client Relations
- Judgment and analytical skills
- Creative Problem Solver
- Lead Qualification & Prospecting
- Team Player
Certification
- Call Control Strategies
- Serving Customers Through Chat and Text
Languages
Arabic
Native language
English
Advanced
C1
Timeline
Senior Customer Service Agent
Centauri Services and Technology
02.2024 - Current
Activation Specialist
Evo Business Consulting
12.2022 - 12.2024
Senior Content Review Analyst
Evo Business Consulting
01.2022 - 11.2022
Client Solution Support Arabic
Evo Business Consulting
11.2020 - 12.2021
Customer Support Specialist
Evo Business Consulting
06.2020 - 11.2020
Content Review Associate (Arabic and English)
Evo Business Consulting
10.2019 - 06.2020
Content Review Analyst (Arabic & English)
EVO Business Consulting
10.2018 - 03.2019
E-commerce Customer Service Representative
Sharishari est.
01.2017 - 12.2017
Bachelor of Science - Information Technology
Kuala Lumpur Metropolitan University College - Kua
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