Bilal Sharqawi
Customer Service Supervisor
Amman
Summary
Seasoned Customer Service Supervisor with unmatched customer service record and successful strategic development. Develops strong working relationships with teams to boost performance and meet objectives.
Overview
4
4
years of professional experience
3
3
Certifications
2
2
Languages
Work History
Customer Service Supervisor
Clarity Debt Resolution
11.2023 - 02.2024
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Coached employees through day-to-day work and complex problems.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Created, prepared, and delivered reports to various departments.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Customer Service Team Leader
Clarity Debt Resolution Inc.
02.2023 - 11.2023
- Trained new team members by relaying information on company procedures and safety requirements.
- Worked different stations to provide optimal coverage and meet production goals.
- Assisted clients with their financial goals and them getting debt free.
- Helped clients getting best settlements offers.
- Advised clients with their legal accounts, and contacted their creditors cooperating with negotiations department.
- Coached team members in techniques necessary to complete job tasks.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Trained and supervised team of customer service representatives in providing quality service to clients.
VIP Account Manager
BIGO Technology
03.2021 - 08.2022
- Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
- Delivered engaging and polished presentations to build connections with potential customers and distinguish business from competitors.
- Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
- Educated users on new products or services to increase customer engagement within Application.
- Analyzed key competitors to respond to competitive threats.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Managed book of business to maintain positive relationships and make effective financial or client-related decisions.
- Devised strategies to perform at required goal level and achieve monthly quota.
- Capitalized on emerging trends to reap benefits during growth stages.
- Maintained and followed up with S-VIP's monthly data; such as monthly recharge and monthly support.
- Created weekly plans with new events for the users to ensure their satisfaction.
English Language Tutor
Omar Bin Alkhattab Institute (Part Time)
06.2020 - 06.2021
- Delivered instruction in language arts encompassing reading, grammar, composition and literature, working with teachers in other subjects to integrate skills across curriculum.
- Prepared students for English language standardized testing by providing strategies to overcome test anxiety and enhance academic capabilities.
IOS Technical Support Advisor
WebHelp Jordan
06.2020 - 12.2020
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Helped streamline repair processes and update procedures for support action consistency.
- Patched software and installed new versions to eliminate security problems and protect data.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Identified issues, analyzed information and provided solutions to problems.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Worked flexible hours across night, weekend and holiday shifts.
- Increased customer satisfaction by resolving issues.
- Handled calls per day to address customer inquiries and concerns.
SAT English Literature and Language Teacher
Taqarob Internaqtional Schools
09.2019 - 06.2020
- Developed activities and integrated technology to diversify instruction.
- Increased ESL students' reading levels by integrating online word games and altering lesson plans for students needing extra guidance.
- Coordinated communication between students and school administration to create culturally-sensitive learning environment.
Education
Bachelor of Arts - English Language And Literature
Yarmouk University
Irbid, Jordan 09.2015 - 08.2019
Skills
Scripting Expertise
Account Management
CRM Systems
Business Development
Account Servicing Skills
Account Development
Database Management
Operations
Client Rapport
Microsoft Excel
IOS and MacOS Technical Support
Negotiations and Debt Settlement
Team Building and Leadership
Leading Team Meetings
Certification
Human Resources Management
Timeline
IAPDA
01-2024
Customer Service Supervisor
Clarity Debt Resolution
11.2023 - 02.2024
Customer Service Team Leader
Clarity Debt Resolution Inc.
02.2023 - 11.2023
VIP Account Manager
BIGO Technology
03.2021 - 08.2022
English Language Tutor
Omar Bin Alkhattab Institute (Part Time)
06.2020 - 06.2021
IOS Technical Support Advisor
WebHelp Jordan
06.2020 - 12.2020
Here to Help Skills
12-2019
Human Resources Management
10-2019
SAT English Literature and Language Teacher
Taqarob Internaqtional Schools
09.2019 - 06.2020
Bachelor of Arts - English Language And Literature
Yarmouk University
09.2015 - 08.2019