Mohanad Abushadouf

• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Responded to customer requests for products, services, and company information.

Increase resolution on first call. End-to-end management of critical events/interruptions via bridge calls, Coordinate with multiple teams to use the right resources, Involve internal/account teams when necessary to ensure issues are resolved. The issue will be resolved within the SLA and the client will be updated. Collect data to help. Identify the root cause and make permanent corrections. Prepare an incident report that includes details of the reported incident, including actions taken to resolve the incident. Collaborate with vendors, suppliers, service providers and external resources.

• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.