Emir

Contact information

The job seeker has entered a phone number , email and address.

You can get this candidate's contact information from https://www.work.ua/resumes/9573322

Work experience

Call-center director

from 05.2022 to 03.2023 (10 months)
Simply Contact, Dnipro (Telecommunications and networking)

• Responded to a high volume of customer inquiries via email, chat, and telephone.
• Provided prompt and accurate information regarding products, services, and order status.
• Managed customer complaints and worked towards satisfactory resolution.
• Utilized CRM software to document customer interactions and follow up on pending issues.
• Conducted data entry tasks and maintained records of customer interactions.

Call center manager

from 04.2020 to 03.2021 (11 months)
Alpha call center, Dnipro (Telecommunications and networking)

• Answered inbound calls from customers and addressed their inquiries, concerns, and complaints in a professional and courteous manner.
• Assisted customers with product information, order placement, and troubleshooting technical issues.
• Maintained accurate and up-to-date customer records using CRM software.
• Achieved and consistently exceeded monthly sales targets by upselling and cross-selling products and services.
• Collaborated with team members and supervisors to resolve complex customer issues and escalate when necessary.
• Handled outbound calls for customer follow-ups, surveys, and sales campaigns.

Call-center agent

from 03.2019 to 01.2020 (10 months)
Teleperformance, Remote (Telecommunications and networking)

receiving inbound calls and making outbound calls to customers and prospects.

Manager call center

from 01.2018 to 02.2019 (1 year 1 month)
SOCIETE EUROPEAN CALL CENTER, Tunis (Telecommunications and networking)

Marketing

Education

Higher Institute of Advanced Business Studies of Sousse

Négociation relation client, Sousse
Higher, from 2015 to 2018 (3 years)

• Analyze the commercial environment of the company (mass distribution, specialized distribution, distance selling, etc.)
• Understand consumer trends and consumer mobility and propose consistent distribution strategies (cross-channel, multi-channel, omni-channel).
• Have the ability to implement a commercial policy (negotiation and purchasing, private label strategies, commercial communication, etc.)
• Recommend a relational marketing approach (loyalty programs, direct marketing, CRM, Community management, etc.) on all channels (traditional points of sale, websites, social networks, etc.)

Knowledge and skills

Language proficiencies

• English — fluent
• Russian — beginner
• Ukrainian — beginner
• French — fluent
• Arabic — fluent
• German — average

Additional information

• Proficient in customer service techniques, including active listening, empathy, and conflict resolution.
• Skilled in using CRM software and other call center tools to track and manage customer interactions.
• Excellent verbal and written communication skills in both Ukrainian and English.
• Strong attention to detail and ability to multitask effectively in a fast-paced environment.
• Demonstrated ability to meet and exceed performance targets and deliver exceptional customer service.

Hobbies: Learning Languages , Blogging , Writing , Community Involvement , Sports , Traveling , Arts

Soft skills : Initiative , creativity , communication , problem - solving , organization , critical thinking , self - discipline , perseverance , adaptability , collaboration .

Hard skills : Public relations , text editor , lateral thinking , adobe photoshop , foreign languages , work ethic , research , focus , cultural sensitivity , memory