Noor Ahmed
Dubai, UAE | noor.ahmed@example.com | +971 50 000 0000
Professional summary
Customer service representative with 4 years of experience supporting retail and subscription customers across phone, email, and live chat. Handled 70+ contacts per day, maintained a 94% quality score, and helped reduce repeat contacts by 16% through clearer troubleshooting notes and knowledge-base updates.
Customer service skills
Phone, email, and chat support · Issue resolution · De-escalation · CRM documentation · Order and billing support · Knowledge-base updates · Escalation handling · Customer satisfaction · Zendesk · Salesforce · Microsoft 365
Professional experience
Customer Service Representative
2022–present
Example Online Retailer, Dubai
- Handle 70+ daily customer contacts across phone, email, and live chat for orders, billing, delivery, and account access.
- Maintain a 94% quality score through accurate diagnosis, clear documentation, and policy-aligned resolutions.
- Helped reduce repeat contacts by 16% by improving troubleshooting notes and updating 25 knowledge-base articles.
- Resolve escalated cases with empathy, concise explanations, and appropriate ownership through closure.
- Share recurring issue patterns with product and operations teams during weekly service reviews.
Customer Support Associate
2020–2022
Example Media Company, Dubai
- Supported subscription changes, payment questions, refunds, and account troubleshooting through email and chat.
- Achieved a 4.7/5 average customer feedback score across two quarters.
- Trained six new hires on support workflows, CRM notes, and escalation standards.
Education
- Diploma in Business Administration, Example College