Ali Saleem Al Faylee

Ali Saleem AL-Faylee Kani City, Sulaymaniyah | - |- Professional Headline Remote Multilingual Customer Support Representative | Payments & Client Success Professional Summary Multilingual Customer Support Professional with over 5 years of experience resolving highvolume customer inquiries, troubleshooting issues, and delivering clear solutions for clients in telecom, hospitality, and international events. Proven track record in handling paymentrelated tasks, improving processes, and gathering feedback to enhance the customer experience. Fluent in Kurdish, Arabic, English (C1), and Russian (B2). Committed to ensuring secure, efficient, and positive user interactions for global payment platforms. Work Experience  Customer Service & Social Media Agent | B2B Agent — Asiacell 2022 – 2024  Resolved an average of 50+ daily B2B customer inquiries, including payment-related issues and account discrepancies.  Provided prompt troubleshooting for technical and billing concerns, ensuring 95% customer satisfaction.  Managed social media channels, responding to customer questions and collecting feedback for service enhancements.  Collaborated with cross-functional teams to streamline response workflows and reduce issue resolution time.  Receptionist & Reservation Agent — Copthorne Baranan, Grand Millennium & Millennium Kurdistan Spa | 2021 – 2022  Handled guest reservations, check-ins, and payment transactions for international clients.  Resolved billing discrepancies by coordinating with front office and accounting teams.  Provided outstanding multilingual customer service, enhancing guest satisfaction and repeat visits.  Foreign Students Supervisor — Ural Federal University | 2016 – 2021  Managed documentation, payments, and adaptation support for international students.  Assisted students in resolving administrative and financial issues related to tuition and living expenses.  Created orientation resources and FAQs to help new students navigate processes easily.  Translator — FIFA World Cup | 2018  Provided real-time translation for FIFA staff and law enforcement, facilitating smooth coordination.  Assisted with communication for international visitors, addressing urgent issues under high-pressure conditions. Education Business Management Tools & Technology  CRM: Salesforce, Zendesk, Freshdesk (familiar)  Communication: Slack, Zoom, Microsoft Teams, Google Workspace  Social Media: Facebook, Instagram, Telegram Core Skills           Multilingual Communication Remote Customer Support & B2B Client Service Issue Resolution & Troubleshooting Payment Operations & Discrepancy Handling Process Improvement & Workflow Optimization Customer Feedback Gathering & FAQ Development Social Media Engagement & Moderation CRM & Ticketing Tools (Zendesk, Salesforce CRM, Freshdesk) Cross-Functional Team Collaboration Attention to Detail & Data Accuracy Languages     Kurdish – Native Arabic – Native English – C1 Russian – B2