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
Similar Profiles
Eman AhmadEman Ahmad
Member of Islamic Finance Club at Gulf University of Science and TechnologyMember of Islamic Finance Club at Gulf University of Science and Technology
Ahmad AbulAhmad Abul
Worked on a very detailed capstone project (CBA) at Gulf University For Science And TechnologyWorked on a very detailed capstone project (CBA) at Gulf University For Science And Technology
Deemah Al-HouliDeemah Al-Houli
Member at The Management Club At The Gulf University Of Science And TechnologyMember at The Management Club At The Gulf University Of Science And Technology
Abdulwahab AlbdaiwiAbdulwahab Albdaiwi
MIS 118 Course Assistant at Gulf University For Science And TechnologyMIS 118 Course Assistant at Gulf University For Science And Technology
Heather MarshHeather Marsh
Academic Advisor at University of Maryland Global CampusAcademic Advisor at University of Maryland Global Campus