Abdul Aziz Yusuf
Senior customer service representative
Profile summary
Bringing strong leadership and effective coaching skills to enhance team productivity and customer satisfaction. Experienced in managing complex service requests and ensuring compliance with service level agreements. Skilled in generating performance reports to drive process improvements and support decision-making.
Key skills
Professional experience
• Fidelity United Insurance , khalifa university, MBZUAI university, skydive • Dubai, Dubai Autodrome • Take customer calls and provide accurate, satisfactory answers to their • queries and concerns • De-escalate situations involving dissatisfied customers, offering patient • assistance and support • Handling whatsapp/Email and making Online renewal for Insurance • Call clients and customers to inform them about the company’s new • products, services and policies • Guide callers through troubleshooting, navigating the company site or using • the products or services • Review customer or client accounts, providing updates and information about • billing or insurance policy • Collaborate with other call center professionals to improve customer service • Help to train new employees and inform them about the company’s customer • management policies
- Fidelity United Insurance , khalifa university, MBZUAI university, skydive
- Dubai, Dubai Autodrome
- Take customer calls and provide accurate, satisfactory answers to their
- queries and concerns
- escalate situations involving dissatisfied customers, offering patient
• Efficiently navigated multiple computer programs simultaneously to access client information quickly. • Adhered to strict confidentiality guidelines when handling sensitive customer information. • Successfully managed escalated customer calls with tact and diplomacy, utilizing conflict resolution strategies when necessary. • Utilized active listening techniques to identify customer needs and effectively provided solutions. • Effectively handled incoming calls from customers in a timely manner, while maintaining a high level of professionalism. • Met performance goals and call center metrics in fast-paced performance setting. • Fulfilled customer requests by clarifying desired information and completing transactions.
- Efficiently navigated multiple computer programs simultaneously to access client information quickly.
- Adhered to strict confidentiality guidelines when handling sensitive customer information.
- Successfully managed escalated customer calls with tact and diplomacy, utilizing conflict resolution strategies when necessary.
- Utilized active listening techniques to identify customer needs and effectively provided solutions.
- Effectively handled incoming calls from customers in a timely manner, while maintaining a high level of professionalism.