Mahmoud Abu Zena
Senior Customer service representative
Profile summary
Customer service professional with over 3 years of experience in telecom CRM systems, social media support, and technical assistance. Skilled in troubleshooting, managing high-volume tickets, and resolving inquiries across multiple channels (phone, chat, email, and social platforms). Proven ability to achieve 95% first-call resolution and exceed quality benchmarks while enhancing customer satisfaction .
Career highlights
Enhanced Service Quality Scores: Achieved performance scores of 90 to 95 percent, enhancing overall service quality.
Ensured Inquiry Resolution Compliance: Ensured SLA compliance above 90 percent in inquiry resolution.
Key skills
Professional experience
Handled 30–40 daily calls with a 95% resolution rate. Maintained 100% accuracy in CRM updates with zero documentation errors. Processed billing and service requests within SLA timelines.
- Handled 30–40 daily calls with a 95% resolution rate.
- Maintained 100% accuracy in CRM updates with zero documentation errors.
- Processed billing and service requests within SLA timelines.
Managed 30+ daily customer requests with consistent accuracy. Recorded information following service standards with zero major errors. Received inbound calls and performed follow-up outreach to ensure full resolution of customer cases.
- Managed 30+ daily customer requests with consistent accuracy.
- Recorded information following service standards with zero major errors.
- Received inbound calls and performed follow-up outreach to ensure full resolution of customer cases.
Served 30 to 40 walk-in customers per shift and delivered tailored guidance to improve the overall service experience Improved communication skills while assisting 30 to 40 customers in a fast-paced service environment.
- Served 30 to 40 walk-in customers per shift and delivered tailored guidance to improve the overall service experience Improved communication skills while assisting 30 to 40 customers in a fast-paced service environment.