Summary
Overview
Work History
Education
Skills
Languages
Timeline
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SALEM M. MAHDI

Riyadh

Summary

Results-driven Call Center Supervisor with a proven track record of exceeding enrollment targets through strategic student engagement across phone, email, WhatsApp, and online platforms. Fluent in English and holding a U.S. degree, I am an expert in facilitating seamless application processes for academic programs in diverse global destinations, specializing in high-demand fields like Medicine, Dentistry, MBA, and Law. Skilled in leveraging in-depth knowledge of over 500 Saudi scholarship programs to secure funding and placements, consistently achieving sales goals for two consecutive years. Adept at providing personalized consultation, securing GRE/GMAT waivers, and ensuring exceptional client experiences throughout the enrollment journey. Strong communicator with a talent for building relationships, and driving successful outcomes for prestigious university programs worldwide.

Overview

3
3
years of professional experience

Work History

Education Counsellor

Yes Atlas For Studying Abroad
Riyadh, Saudi Arabia
02.2023 - 02.2025
  • Oversee and coordinate outbound communication efforts, leading a team to engage prospective clients (e.g., students) through multiple channels, including phone calls, WhatsApp, and online platforms, ensuring high-quality interactions and adherence to service standards.
  • Manage and streamline application processes, supervising team members in the preparation and submission of applications for programs in English-speaking and non-English speaking countries, such as France, China, Singapore, Spain, Switzerland, and Malaysia, ensuring accuracy and efficiency.
  • Consistently achieved team performance targets, driving the call center to meet annual goals for two consecutive years through effective leadership, training, and performance monitoring.
  • Guide the team in supporting specialized client needs, particularly in facilitating applications for competitive programs like Medicine and Dentistry for Saudi students, ensuring tailored and professional customer service.
  • Provide leadership and training to staff on the use of client support platforms, such as the Safeer 2 Scholarship Platform, ensuring team members deliver accurate guidance and exceptional support to Saudi students seeking scholarship opportunities.

Education Counsellor

Direct for Travel and Tourism
Riyadh, Saudi Arabia
09.2021 - 02.2023
  • Supervise and guide call center agents to ensure customers are informed of critical timelines and receive comprehensive support throughout complex inquiry or application processes, including high-priority client cases.
  • Exercise authority to approve exceptions or modifications to standard procedures, such as waiving specific requirements for eligible customers, in line with company policies.
  • Possess extensive knowledge of specialized customer needs and service requirements for key industries or client segments, particularly in English-speaking markets like the US, UK, Canada, and Australia.
  • Maintain and ensure team proficiency with a diverse portfolio of over 500 client accounts, programs, or service offerings, including premium tiers and specialized campaigns.
  • Drive team performance by setting and monitoring performance metrics, conducting quality checks, and providing training to enhance customer satisfaction and operational efficiency.
  • Work with leadership to design and implement process improvements and training initiatives, ensuring agents are well-equipped to handle diverse and complex customer inquiries.

Education

Master of Science Degree - Neuroscience

The City University of New York, College of Staten Island
06.2015

Completed an intensive English program -

EF International School of English
Oxford City, United Kingdom
02.2010

Bachelor of Science Degree - Medicine and Surgery

Aden University, Faculty of Medicine and Health Sciences
Aden, Yemen
08.2008

Skills

  • Proficient in Microsoft Word
  • Proficient in Excel
  • Proficient in PowerPoint
  • 60 WPM

Languages

Arabic
First Language
English
Proficient (C2)
C2

Timeline

Education Counsellor

Yes Atlas For Studying Abroad
02.2023 - 02.2025

Education Counsellor

Direct for Travel and Tourism
09.2021 - 02.2023

Master of Science Degree - Neuroscience

The City University of New York, College of Staten Island

Completed an intensive English program -

EF International School of English

Bachelor of Science Degree - Medicine and Surgery

Aden University, Faculty of Medicine and Health Sciences

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SALEM M. MAHDI