Elmoiz Amin Elsammani

A professional Call Center Representative with over 6 years of experience in delivering exceptional customer service across telecommunications, insurance, and banking sectors. Proficient in handling high call volumes, resolving customer issues, and promoting banking products. Skilled in utilizing advanced CRM systems and finance principles, with a strong ability to achieve customer satisfaction while adhering to quality standards.

Call Center Representative

Dubai Islamic Bank (UAE) | April 2023 – Present

handle customer calls (inbound-outbound), ensuring the delivery of precise and satisfactory responses to their inquiries and concerns .

Manage customer inquiries related to banking services, such as finance, current accounts, and credit cards.

Provide immediate solutions to complaints and ensure customer satisfaction while adhering to banking policies.

Boost sales by offering tailored advice on products and services to customers.

Use CRM tools to document all interactions and update customer data efficiently.

Achieve monthly performance goals while maintaining banking confidentiality.

Senior Call Center Representative

MTN Telecommunication(Sudan) | March 2021-  April 2023

Handle customer's call.

Utilize effective communication techniques to defuse tense situations involving dissatisfied customers, providing them with patient assistance and support.

Documented customer interactions and maintained accurate records in the CRM system.

Received positive feedback from customers and achieved high customer satisfaction ratings.

Maintained a high level of product knowledge.

Performing various administrative tasks, such as updating customer records, processing orders, issuing refunds or credits, and managing customer accounts.

Continuously update and maintain knowledge of company products, services, policies, and procedures to provide accurate and up-to-date information to customers.

Call Center Representative | May 2018- March 2021 Shiekan Insurance .co (Sudan)

Assisted in handling customer inquiries via phone, email, and live chat.

Thoroughly assess customer or client accounts, delivering timely updates and comprehensive information pertaining to billing, shipping, warranties, and other relevant account details.

Foster a collaborative environment by working closely with fellow call center professionals, pooling expertise to enhance overall customer service capabilities.

Contribute to the on boarding process by assisting in the training of new employees, ensuring they are well-versed in the company's customer management policies and procedures.

Collaborated with team members to develop and implement improved customer service processes.

Conducted customer satisfaction surveys and analyzed feedback to identify areas for improvement.

Bachelor of Banking and Financial Studies awarded from Sudan Academy for Banking and Financial Studies-Sudan-Khartoum.