Farah Alsadi
Kuala Lumpur,Selangor, Chears
Summary
Dedicated professional offering attention to detail and a career driven by client engagement. Looking to help boost a company's success while building long-term relationships in the position of Customer Service Executive.
Overview
9
9
years of professional experience
9
9
years of post-secondary education
Work History
Senior customer service
Agoda international
2 2023 - Current
- Deliver excellent customer service and manage needs of customers (guests and partners) through communication channels (phone, email, and live chat)
- Professionally handle high volume of inquiries from clients and customers
- Understand and deliver business strategies and improve customer services through execution of self-service
- Continuously identify work process improvements
- Communicate to Team Leaders and (or) Manager
- Perform office-based administrative duties whenever required
- Take ownership of issues and concerns of customers, including operational issues, pricing / invoice queries etc.
Senior technical support
Webhelp
07.2020 - 12.2021
- Supporting IOS and macOS issues
- Providing support for all advisors
- Mentoring, Delivering roundtables and coaching sessions
- Analyzing cases and providing regular reports
- Getting consult from junior advisors to handle the cases which they could not
- Providing timely and accurate customer feedback, Talking customers through a series of actions to resolve a problem
- Following up with clients to ensure the problem is resolved, Replacing or repairing the necessary parts, Supporting the roll-out of new applications, Providing support in the form of procedural documentation.
Call center representative
Amcan international company
08.2017 - 08.2020
- Handle customer inquiries both over the phone and by email
- Research required information using available resources
- Manage and resolve customer complaints provide customers with product and service information
- Enter new customer information into system
- Process orders, forms and applications.
Call center representative
Easytaxi company
03.2017 - 07.2017
- Identify customers' needs and wants, give your best to clarify information
- Research every issue and provide solutions to them
- Recognize opportunities to upsell our products and services
- Follow our company's communication "scripts"
- Update existing customer information
- Process orders, forms and applications.
Call center representative
Umniah telecommunication
03.2015 - 12.2016
- Managing large amounts of inbound and outbound calls in a timely manner
- Following call center "scripts" when handling different topics
- Identifying customers' needs, clarify information, research every issue and providing solutions
- Follow up customer calls where necessary
- Document all call information according to standard operating procedures.
Education
Bachelor of Science - Pharmacology
University Of Jordan
Jordan , Amman 09.2011 - 05.2020
Skills
Time management
Communication skills
Teamwork
Analytical thinking skills
Responsibility
Self motivation
Computer and Technical Skills
Positive Attitude
Problem-Solving
Multitasking Abilities
Adaptability and Flexibility
Active Listening and Accepting Feedback
Remote Support
Issues resolution
Language: Arabic C2, English C1
Experienced Platforms: CRM system, Cisco system, Excel, Word, Magento (orders and website system), Freshdesk (Ticketing system), Agora system (platform for Instagram), Genesys, Zendesk, Zoho, Slack
Timeline
Senior technical support
Webhelp
07.2020 - 12.2021
Call center representative
Amcan international company
08.2017 - 08.2020
Call center representative
Easytaxi company
03.2017 - 07.2017
Call center representative
Umniah telecommunication
03.2015 - 12.2016
Bachelor of Science - Pharmacology
University Of Jordan
09.2011 - 05.2020
Senior customer service
Agoda international
2 2023 - Current
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