ALANGAA ALWALEED HUSSAIN

Call Center Agent

Abu Dhabi - United Arab Emirates

Profile summary

Experienced and goal-oriented Call Centre Agent with 4 years of proven success in handling high call volumes and delivering exceptional customer service. Managed an average of 100+ calls daily, maintaining a customer satisfaction rate of 94% and a first-call resolution rate of 89%. Contributed to a 20% improvement in customer retention through effective problem-solving and clear communication. Adept at working under pressure, meeting KPIs, and building strong customer relationships. Looking to bring my expertise and dedication to a dynamic team focused on service excellence

Career highlights

Maintained High Customer Satisfaction: Handled over 100 inbound and outbound calls daily with a 94% customer satisfaction rate.

Achieved First-Call Resolution: Resolved client issues with an 89% first-call resolution rate.

Key skills

Skills
Customer ServiceCall Handling (Inbound & Outbound)Conflict ResolutionFirst Call Resolution (FCR)CRM Software (e.g., Zendesk, Salesforce)Data Entry and AccuracyActive ListeningCommunication (Verbal & Written)Time ManagementProblem SolvingMulti-taskingTeam CollaborationEmotional IntelligenceAdaptability and ResilienceSales & Persuasion TechniquesProduct Knowledge (Deep Dive)Cybersecurity Awareness

Professional experience

Call Centre AgentFeb 2023 - Mar 2025
Aldeywan Al Malaky for Media Production

• Handled over 100 inbound and outbound calls daily with a 94% customer satisfaction rate. • Resolved client issues with an 89% first-call resolution rate. • Accurately updated customer data in CRM software. • Followed call scripts and company policies to ensure service consistency.

  • Handled over 100 inbound and outbound calls daily with a 94% customer satisfaction rate.
  • Resolved client issues with an 89% first-call resolution rate.
  • Accurately updated customer data in CRM software.
  • Followed call scripts and company policies to ensure service consistency.
Call Centre AgentMay 2021 - Dec 2022
outlet

• Delivered excellent customer service and increased sales by 15%. • Promoted product offers and managed point-of-sale transactions. • Responded to customer inquiries in a professional manner. • Maintained visual merchandising and stock display

  • Delivered excellent customer service and increased sales by 15%.
  • Promoted product offers and managed point-of-sale transactions.
  • Responded to customer inquiries in a professional manner.
  • Maintained visual merchandising and stock display
Call Centre AgentFeb 2020 - Mar 2021
Ruwad Al-Ataa

• Handled inbound and outbound customer calls with professionalism and accuracy. • Provided detailed product and service information to clients. • Resolved customer complaints and ensured client satisfaction. • Collaborated with sales and support teams to ensure a smooth customer experience.

  • Handled inbound and outbound customer calls with professionalism and accuracy.
  • Provided detailed product and service information to clients.
  • Resolved customer complaints and ensured client satisfaction.
  • Collaborated with sales and support teams to ensure a smooth customer experience.

Education

Bachelor's Degree, EconomicsJul 2011 - Aug 2015
Omdurman Islamic University – Sudan

Faculty of Economics and Political Science