Mohammad Abdullah
Summary
To pursue a career in a positive environment, where my full potential can be utilized, and to work in a dynamic and challenging environment where I can prove my skills. Well-versed in strong communication and organisation skills. Seeks solutions to problems and applies extensive analytical knowledge to findings. Adept at multi-tasking, leading group discussions and managing projects.
Overview
12
12
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work history
Academic advisor
Gulf university for science and technology
Kuwait
05.2021 - 07.2023
- Helped students with initial adjustment to university academic life and interpreted institutions policies and requirements.
- Worked with faculty and staff to address student concerns.
- Mentored students, offering advice and support on topic selection, appropriateness and academic value.
- Taught students important points to prepare for examinations and assessments.
- Supported students to identify problems impeding education.
- Advised students individually and in groups on academic programs for individual interests.
- Tracked student attendance and performance, intervening early in concerning issues.
- Designed learning plans tailored to individual needs.
- Offered counselling to help students deal with academic, personal, or behavioural issues.
- Advised, criticised and encouraged students to develop abilities.
- Provided in-depth feedback and constructive criticism on students' work.
- Facilitated workshops and seminars to enhance students' study skills, time management and academic success strategies.
Call center supervisor and quality assurance
Dr. Nael AL-Hazeem dental center
Kuwait
12.2020 - 05.2021
- Directed call centre workflow, delegating tasks and continuously monitoring performance for adequate staffing and service levels.
- Actioned customer feedback to enhance contact centre service provisions.
- Undertook complex calls to pacify and reassure irate customers.
- Carefully managed complaint escalations, remaining calm and professional to maintain positive customer satisfaction ratings.
- Built positive customer rapport through friendly, professional communication.
- Scheduled team meetings to educate agents regarding best practices in dealing with customers.
- Logged customer communications for complete service records.
- Fielded incoming calls and messages from clients, addressing complaints to contact centre policies.
- Reduced average customer call times through targeted training in quality control.
- Updated customers on special offers and promotions for increased revenue.
- Improved customer satisfaction ratings through responsive query resolution.
- Followed up customer queries to check provided solutions met expectations.
- Analysed statistics, actioning strategic operational improvements to aid call centre growth.
- Supervised activities of workers and enforced safety regulations.
- Trained new hires and set up mentoring relationships to drive team performance.
- Worked closely with management to manage staff levels and allocate resources for production plans.
- Maintained team-oriented atmosphere with open communication and quick conflict resolution.
- Tracked employee performance, assessed daily output and implemented corrective actions to close gaps.
- Updated staff on changes to internal policies and procedures for continued compliance and standardisation.
General Manager
Zambag flowers and plants company
Kuwait
09.2019 - 01.2020
- Identified and resolved operational issues impacting productivity, performance or profitability.
- Recruited and managed senior staff with a focus on delivering clear results.
- Maintained organisational compliance with applicable legislation and regulations.
- Created and led a successful business culture focused on performance.
Call center manager
Images diagnostic center
Kuwait
10.2018 - 07.2019
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Applied a positive customer service approach to increase satisfaction levels.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
- Oversaw daily operations to achieve high productivity levels.
Sales & marketing coordinator, and CC supervisor
White Medical Group
Kuwait
01.2016 - 01.2018
- Directed call centre workflow, delegating tasks and continuously monitoring performance for adequate staffing and service levels.
- Fielded incoming calls and messages from clients, addressing complaints to contact centre policies.
- Updated customers on special offers and promotions for increased revenue.
- Reduced average customer call times through targeted training in quality control.
- Allocated inbound leads according to priority, distributing opportunities amongst staff.
- Recruited, trained and progressed call centre agents within the business, leading by example in outstanding service standards.
- Completed market research and competitor analyses, informing brand strategy with current and relevant insights.
- Promoted business using strong messaging aligned with company goals and brand.
- Prepared monthly sales forecast reports detailing key metrics to examine areas of improvement.
- Supported sales and marketing teams by developing and maintaining sales tools.
- Created extensive training programmes to increase the technical knowledge of products.
- Developed marketing plans to support department strategies.
Customer service representative and sales
Ikarus
Kuwait
01.2015 - 01.2016
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Assisted customers with varying questions using product knowledge and service expertise.
- Maintained excellent client satisfaction by providing in-depth support.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Listened actively to offer accurate information and best solution to their needs.
- Processed inbound customer calls, providing information on service or product upgrades
Contact center officer
Al-Shaya Co.
Kuwait
01.2015 - 02.2015
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Supported team by demonstrating respect and willingness to help.
Call centre shift leader and quality assurance
Asnan Tower
Kuwait
01.2013 - 01.2015
- Provided instructions and feedback to team during shifts.
- Trained new hires and set up mentoring relationships to drive team performance.
- Assigned tasks, projects and responsibilities to team members and monitored status.
- Led by example and demonstrated company best practices.
- Handled customer queries focused on first-call resolution.
- Maintained call centre efficiencies, ensuring clear, effective communication with all departments.
- Used outstanding problem-solving and communication skills to appease dissatisfied customers.
- Advised clients of products and services and sold additional offerings to increase sales numbers.
- Logged customer communications for complete service records
- Produced detailed quality performance reports, assessing progress towards key project goals.
Coordinator and customer service representative
Judo championship
Kuwait
10.2011 - 10.2011
- Answered phone calls and responded to emails from clients.
- Addressed customer complaints and resolved issues.
- Managed and prioritised varied and busy workload to meet deadlines.
- Trained and assigned tasks to team members.
- Coordinated project meetings, documenting key action items and decisions.
- Managed databases and information systems, maintaining accurate and accessible records.
- Planned and coordinated events and activities, maintaining seamless and efficient workflow.
- Scheduled meetings to discuss progress of projects and tasks.
Education
Bachelor of Arts - English Language and Literature
Arab Open University
Kuwait 09.2010 - 02.2017
High School (Scientific section) -
Al-Najat Private School
Skills
- Excellent leadership knowledge
- Excellent customer service and sales knowledge
- The ability to work under pressure
- A team player
- Excellent communication and interpersonal skills
- Hardworking and can meet tight deadlines
- Superior capacity for understanding new concepts and applying them correctly
- Excellent computer skills
- Able to master new skills quickly
- Calm under pressure
- Problem-solving
- Strategic planning
- Public Relations
- Quality Assurance
Languages
Arabic
Native
English
Fluent
Spanish
Beginner
Custom
- Gulf university for science and technology, Academic advisor, 05/02/2021, present day
- Dr. Nael AL-Hazeem dental center, Call center supervisor, 12/2020, 05/2021
- Zambag flowers and plants company, General Manager, 09/2019, 2020
- Images diagnostic center, Call center manager, 10/2018, 07/2019
- Labeaute clinic, Marketing and Call center manager, 06/2018, 09/2018
- White Medical Group, Marketing coordinator, contact center supervisor, customer service trainer and quality assurance, 2016, 2018
- Ikarus, Customer service representative and sales, 2015, 2016
- Al-Shaya Co., Contact center officer, 2015
- Asnan Tower, Contact center shift leader and quality assurance, 2013, 2015
- Judo championship, Coordinator and customer service representative, 10/2011, one week
- Judo championship, Coordinator and customer service representative, 02/2014, one week
Personal Information
Date of birth: 12/10/1991
Certification
• The art of listening and understanding the customer for call centre staff – Course trainer (Mohammad AL-Nughaiesh) 13- Sep-2013.
• To reach the summit – Course trainer (Farouq AL-Zooman)
• 28-Nov-2013.
Experience
Timeline
Academic advisor
Gulf university for science and technology
05.2021 - 07.2023
Call center supervisor and quality assurance
Dr. Nael AL-Hazeem dental center
12.2020 - 05.2021
General Manager
Zambag flowers and plants company
09.2019 - 01.2020
Call center manager
Images diagnostic center
10.2018 - 07.2019
Sales & marketing coordinator, and CC supervisor
White Medical Group
01.2016 - 01.2018
Customer service representative and sales
Ikarus
01.2015 - 01.2016
Contact center officer
Al-Shaya Co.
01.2015 - 02.2015
Call centre shift leader and quality assurance
Asnan Tower
01.2013 - 01.2015
Coordinator and customer service representative
Judo championship
10.2011 - 10.2011
Bachelor of Arts - English Language and Literature
Arab Open University
09.2010 - 02.2017
High School (Scientific section) -
Al-Najat Private School
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