ABDULLAH NASSER BIN BUSAYYIS
Riyadh
Summary
Hard-working with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Call Center Senior Supervisor
MedGulf Insurance
01.2024 - Current
- Conducted thorough quality assurance checks, maintaining high standards of output across all deliverables.
- Strengthened cross-functional collaboration, leading to more cohesive teamwork and better overall results.
- Maximized personal competency through continuous professional development.
- Developed and implemented customer service policies to enhance satisfaction.
- Conducted routine inspections to check quality and compliance with established specifications.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Implemented cost-saving initiatives, reducing operational expenses without compromising quality or productivity.
- Evaluated performance metrics regularly, identifying areas for improvement and providing constructive feedback to employees.
- Assisted in organizing and overseeing assignments to drive operational excellence.
CUSTOMER SERVICE SUPERVISOR
MEDGULF
05.2022 - Current
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Kept high average of performance evaluations.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Coached employees through day-to-day work and complex problems.
- Monitored call center data to assess trends, proactively implementing solutions for identified issues.
- Interceded between employees during arguments and diffused tense situations.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Created, prepared, and delivered reports to various departments.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
CUSTOMER SERVICE REPRESENTATIVE
MEDIVISA, MEDGULF
12.2018 - 05.2022
- Handled customer inquiries and suggestions
- Suggest meetings with departments focused on problem-solving common issues affecting customers'' experiences.
- paying attention to special needs or wants.
- Resolved customer complaints with empathy, resulting in increased loyalty
- Investigated and resolved customer inquiries and complaints quickly.
- Handled escalated calls efficiently.
- Implemented and developed customer service training processes.
- Collaborated with team members to share best practices, resulting in improved overall department performance.
Education
BACHELOR - MARKETING -
GRAMBLING STATE UNIVERSITY -USA
RUSTON, LOUISIANA05.2018
Skills
- Performance Evaluations
- Documentation And Reporting
- Computer Skills
- Idea Development and Brainstorming
- Friendly, Positive Attitude
- Active Listening
- Customer Service
- Schedule Management
- Team Development
- Data Analysis
- Employee Motivation
- Team Leadership
Certification
- Insurance Foundation Certificate (IFCE)
- AML & Anti-Fraud
Special Awards Honors
- President's list, spring 2016
- President's list, spring 2017
- President's list, spring 2018
Languages
Arabic
Native language
English
Advanced
C1
Timeline
Call Center Senior Supervisor
MedGulf Insurance
01.2024 - Current
CUSTOMER SERVICE SUPERVISOR
MEDGULF
05.2022 - Current
CUSTOMER SERVICE REPRESENTATIVE
MEDIVISA, MEDGULF
12.2018 - 05.2022
BACHELOR - MARKETING -
GRAMBLING STATE UNIVERSITY -USA
- Insurance Foundation Certificate (IFCE)
- AML & Anti-Fraud
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