اخصائي خدمة عملاء

Green Concrete Company – Riyadh, Saudi Arabia • Oct 2024 – Present

Resolved 200+ customer inquiries per month across live chat, email, and phone, maintaining a 93% CSAT score.

Implemented a new ticket categorization method that reduced response time by 20%.

Coordinated feedback loop with technical team, leading to a 30% improvement in service delivery accuracy.

Customer Support Representative – Contact Center

Hapag-Lloyd – Izmir, Turkey • Nov 2021 – Dec 2022

Supported over 400 B2B clients in the logistics industry using Salesforce and custom CRM tools.

Improved ticket resolution time by 35% through detailed knowledge base references and first-contact resolutions.

Collaborated on live QA sessions to beta test customer portal updates and flag bugs before launch.

Customer Care Support Specialist

Rixos Hotels – Antalya, Turkey • Jan 2020 – Oct 2021

Handled 100+ customer support cases weekly, increasing service satisfaction from 88% to 95% within six months.

Trained 10+ new agents on CRM usage and guest communication standards.

Authored internal support scripts to streamline front-line response consistency.