Hala Abed alfattah
customer service
Amman,Jordan
Summary
Driven Telesales Agent and Customer Service Representative with a proven track record at Zain Telecommunications, enhancing sales revenue and customer retention through expert handling of inbound and outbound calls. Skilled in MS Office and active listening, I excel in scripted calls and problem-solving, achieving significant positive feedback and exceeding targets.
Overview
6
6
years of professional experience
6
6
years of post-secondary education
3
3
Certifications
Work History
Customer Service Officer
Open Souq
Amman , Jordan
05.2024 - Current
- Meet customers and assisted them with questions and orders.
- Respond to customer inquiries and help them through phone calls and WhatsApp .
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Customer Service Advisor
Zain Telecommunications
07.2022 - 04.2024
- Listening to customer and enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
- Managed escalated calls effectively, diffusing tense situations and negotiating resolutions.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Managed escalated calls effectively, diffusing tense situations and negotiating resolutions.
Telesales Agent
Zain Telecommunications
12.2021 - 06.2022
- Contacting potential or existing customers to
inform them about Zain products and
services. - Answering questions about products or the company .
- Asking questions to understand customer
requirements and close sales. - Boosted sales revenue by consistently meeting and exceeding daily, weekly, and monthly targets with efficient telesales strategies.
Customer Service Officer
The National Bank
10.2018 - 01.2021
- Meeting customers and assisted them with questions and orders such as opening accounts, debit cards, cheques, online banking, etc...
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
Education
Bachelor of Accountancy -
Philadelphia University of Jordan
Amman, Jordan 07.2011 - 07.2016
High School Diploma -
Omaryeh Schools
Amman 08.2010 - 07.2011
Skills
MS Office
Scripted calls
Customer Service
Call Control
Scripted calls
Follow-up skills
Additional Information
Color your life and live different group (Volunteer)
Certification
Money Laundering Course
Timeline
Customer Service Officer
Open Souq
05.2024 - Current
[Legal and collection] Training - [Jan2024-Mar2024]
01-2024
Customer Service Advisor
Zain Telecommunications
07.2022 - 04.2024
Telesales Agent
Zain Telecommunications
12.2021 - 06.2022
Money Laundering Course
02-2020
Quality Assurance Course
07-2019
Customer Service Officer
The National Bank
10.2018 - 01.2021
Bachelor of Accountancy -
Philadelphia University of Jordan
07.2011 - 07.2016
High School Diploma -
Omaryeh Schools
08.2010 - 07.2011
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