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Naim NaserCall Center || Contact Center Officer
Summary

Customer-focused professional with a Bachelor’s degree in Computer Science and strong experience in customer service and call center operations. Skilled in handling customer complaints, managing calls, and maintaining high levels of customer satisfaction. Proven ability to meet quality assurance standards while ensuring compliance with company policies.

Education
09/2019 – 02/2023
Yarmouk University

Bachelor Degree in Computer Science

GPA : 80.5 (Very Good)

Work Experience
01/2024 – present
Bank ABC || Call Center Contact Officer
  • •Handle inbound and outbound calls while meeting quality assurance standards
  • •Handle customer complaints effectively to ensure satisfaction and retention.
  • •Maintained comprehensive knowledge of ABC Bank's products to offer accurate information and solutions.
  • •Ensured compliance with banking regulations and internal policies during customer interactions.
    • 12/2023 – 01/2024
    Zalatimo Sweets || Technical Support Specialist
  • •Utilize Eskadenia ERP system for accurate item input and synchronization of physical inventory with system records.
  • •Support various printer models (Konica, Sato) to maintain functionality.
  • • Check and ensure the effectiveness of sound systems in branches.
  • •Designe and oversaw label creation to ensure efficient product labeling.
  • •Provided technical support for Avaya telephone systems
    • Professional Experience ( Training)
    07/2024 – 08/2024
    Orange Training Program, Digital Skills and Soft Skills
    06/2024 – 07/2024
    Huawei Professional Certificate program, Cloud Computing , Ai , Networking
    07/2023 – 09/2023
    Fourth Dimension System Company, Technical Support Engineer || System Engineer BMC (Remedy)
    03/2023 – 05/2023
    EFE Jordan Company and Princess Sumaya University for Technology., Technical Support Training
    Soft Skills
    Active ListeningProblem-SolvingCommunication skillsAbility to work flexible hoursMultitaskingAttention to DetailTime ManagementMultitaskingTeam Work
    Languages
    Arabic

    Mother Tongue

    English

    Fluent

    Certificates
    Learning ITIL

    LinkedIn

    Code Of Conduct

    ABC Bank

    Conduct Risk

    ABC Bank

    Anti-Money Laundering

    ABC Bank

    Buildings Home Network

    SDK training center

    General English 8 Levels ( 288 Hours )

    Professional Consultants Academy

    IT essentials

    Cisco

    Professional Program in Digital Transformation (60 Hours)

    MIT University

    IT for Technical Support Training (66 Hours)

    EFE Jordan and Princess Sumaya University for Technology.

    International Computer Driving License. ICDL (100 Hours )

    Professional Consultants Academy

    Python programming language

    A+ Academy

    Technical Skills
    Inbound and Outbound Calls

    Genesys

    Microsoft Office

    Word ,Excel ,Power Point , Outlook , Teams

    Customer Relationship Management ( CRM )

    Ambit ,CCIS

    Debit Card System

    Postilion

    Prepaid and Credit Card systems

    Blue Zone , V Plus

    Cliq Transaction System

    TMSX

    Online Banking System

    ABC Digital

    E-Fawateercom

    A2A

    Social Media Management

    Hootsuite