Mohammad Alhafnawi
Sr. Customer Srevice Advisor
Amman
Summary
Customer service and sales professional with 3+ years of experience in high-volume client support and problem resolution. Skilled in handling sensitive customer inquiries, managing accounts, and using CRM systems to streamline service efficiency. Fluent in English and Arabic (N3 Japanese), with a Bachelor’s degree in Finance & Banking. Seeking to leverage strong communication, analytical, and relationship-building skills in an entry-level banking or financial services role.
Overview
9
9
years of professional experience
3
3
Languages
Work History
Sr.Customer Care Esclations
Concentrix
09.2023 - Current
- Resolved 95% of Tier 2 customer escalations within 24 hours, improving CSAT scores by 20%.
- Trained 15+ new agents on CRM systems (Zendesk) and de-escalation techniques, reducing team error rates by 30%.
- Spearheaded a process improvement initiative that cut average call handling time by 25% without compromising quality.
Customer Service Representative
Extensya
09.2022 - 08.2023
- Achieved 90%+ satisfaction ratings by resolving 50+ daily customer inquiries (billing, tech support, account management).
- Reduced complaint resolution time by 40% through proactive troubleshooting and CRM documentation.
- Recognized as "Top Performer" (Q3 2019) for maintaining a 98% first-call resolution rate.
Sales Staff Member
Istiklal Library
03.2016 - 06.2022
- Increased monthly sales revenue by 15% through upselling strategies and personalized recommendations.
- Managed inventory restocking and streamlined POS operations, reducing checkout time by 20%.
- Built a loyal client base, resulting in 30% repeat customers through follow-up engagement.
Education
BBA - Finance And Banking
Al Al-Bayt University
Mafraq, Jordan 04.2001 -
Skills
Soft Skills: Conflict Resolution, Cross-Cultural Communication
Technical: CRM Systems (Zendesk), Excel (Pivot Tables, VLOOKUP)
Financial Services: Account Management, Fraud Dispute Resolution
Timeline
Sr.Customer Care Esclations
Concentrix
09.2023 - Current
Customer Service Representative
Extensya
09.2022 - 08.2023
Sales Staff Member
Istiklal Library
03.2016 - 06.2022
BBA - Finance And Banking
Al Al-Bayt University
04.2001 -
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