SAMER SAMI YOUSEF SARHAN
About Candidate
Dear Hiring Manager,
I am writing to express my interest in the position of Customer Support Specialist at [Company Name], as advertised. With over 10 years of experience in customer service across various industries, I am confident in my ability to make a positive and immediate impact on your team.
Throughout my career, I have demonstrated a strong ability to handle inquiries and resolve issues efficiently while adhering to company policies and procedures. I take pride in being detail-oriented and skilled at analyzing, prioritizing, and solving customer concerns in a timely manner. My communication skills—both written and verbal—allow me to deliver exceptional service and build positive relationships with clients and colleagues alike.
In addition, I bring excellent organizational, interpersonal, and time management skills. I am proficient in the Microsoft Office Suite and adapt quickly to new tools and technologies. My ability to manage multiple responsibilities while supporting team objectives makes me a great fit for fast-paced, multitasking environments like yours.
I would welcome the opportunity to contribute to your continued success and growth. I am available for an interview at your earliest convenience and can be reached by phone or email. Thank you for considering my application—I look forward to the possibility of joining your team.
Sincerely,
Samer sarhan
Education
Work & Experience
Review and moderate text, images, videos, and user profiles across social media platforms. Identify and escalate potentially harmful or policy-violating content (e.g., hate speech, violence, harassment, misinformation). Ensure content aligns with platform guidelines and legal requirements. Maintain high accuracy and productivity while meeting daily review targets. Provide feedback and report patterns or trends in content violations. Collaborate with team leads and trust & safety departments to improve moderation practices. Stay up to date on current events, cultural sensitivities, and platform updates.
• Manage large amounts of incoming calls • Identify and assess customers’ needs to achieve satisfaction • Build sustainable relationships and trust with customer accounts through open and interactive communication • Provide accurate, valid and complete information by using the right methods/ tools • Meet personal/customer service team sales targets and call handling quotas • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution • Keep records of customer interactions, process customer accounts and file documents • Follow communication procedures, guidelines and policies • Take the extra mile to engage customers
Contacting leads and following up the customers' needs to achieve sales targets. • Coordinate with other departments to enhance customers satisfaction • Participating in the company's brain storming sessions and suggest new ideas.
Accountable for the success and quality of the process • Ensures that the process is followed correctly in Service Operations • Approves management reporting and tool requirements • Help improve the defined processes as more automated and gather information created. • Working with customer internal tools • Maintaining a high degree of confidentiality while meeting strict deadlines
⦁ Answering all customer inquiries on Chat, Whats-app, phone calls and social media platforms ⦁ Welcoming new platform users and offer assistance ⦁ Providing technical support for web store owners for issues regarding their integrated stores with Knawat ⦁ Create and follow up tickets for the Platform developers in case of any platform issues and update the customers. ⦁ Prepare automated Marketing newsletters, campaigns using AgileCRM ⦁ Updating the website knowledge base and FAQs ⦁ Conducting webinars and video calling to our freelance marketers to introduce our platform and the steps to start a drop shipping business with Knawat
Identifying future hiring needs and developing job descriptions and specifications. Collaborating with department managers to compile a consistent list of requirements. Attracting suitable candidates through databases, online employment forums, social media, etc. Conducting interviews and sorting through applicants to fill open positions. Assessing applicants' knowledge, skills, and experience to best suit open positions. Completing paperwork for new hires. Promoting the company's reputation and attractiveness as a good employment opportunity. Update on current employment legislation and regulations and enforcing them within the company. Providing recruitment reports to team managers
⦁ Meet monthly key contact center performance goals for customer satisfaction, quality, productivity and key performance metrics. ⦁ Monitor and evaluate agent monthly performance, including call/email and after- work monitoring (using call recording and quality assurance applications), review productivity and attendance reports, and coach staff members to improve performance. ⦁ Ensure that customers’ questions and problems are resolved properly and quickly. Address challenging customers and problems that require escalation outside of the department. ⦁ Report, analyze and resolve system, customer and operational issues that impact service
• Handling incoming calls from high-value (prestige)customers with professional way • Following up customers’ complaints with prestige back office. • Promoting Etisalat offers & services to customers using up-selling /cross selling skills to achieve Department’s KPI’s
Lead, supervise, and motivate a team of outbound call center agents to achieve individual and team KPIs. Monitor daily call activity, including call volume, talk time, conversion rates, and customer engagement outcomes. Track and manage team performance data, ensuring accurate collection and analysis of key metrics. Prepare and present detailed reports on campaign performance, call outcomes, and agent productivity to senior management. Conduct regular performance reviews and coaching sessions to support agent development and improve results. Coordinate with campaign managers and other departments to align outbound strategies with business goals. Identify process gaps or inefficiencies and recommend improvements to increase effectiveness and call success rates. Ensure quality assurance standards and compliance with data protection and company policies. Handle escalated calls or issues from team members when necessary.
