Nour Abbas

NOUR ABBAS PERSONAL INFORMATION Date of Birth: September,6,1997 Marital status: Single Address : Dubai, UAE CONTACT Mobile: - Email:-LinkedIn: noura_abbas SUMMARY Results-driven customer service professional with over 7 years of experience in team leadership, process optimization, and talent acquisition. Proven ability to enhance customer satisfaction and streamline operations in fast-paced environments. Strong communicator with a focus on efficiency, performance management, and delivering high-quality service. EDUCATION FACULTY OF FINE ARTS , Damascus University- Sculpture Major WORK EXPERIENCE 02/2024– Present Customer Service Representative | GovAssist, USA, Puerto Rico Provided Visa services or electronic services to the US. Assisted customers in navigating U.S. travel, tourism and business visa processes, delivering a high standard of support. Led by example in addressing challenges, proactively contributing ideas to improve customer service quality and team performance. Onboarded into the GovAssist team, mastering internal platforms and systems to provide efficient and timely support. Attended training sessions regularly to stay updated on industry developments and product knowledge, ensuring top-tier service delivery. Balanced multiple responsibilities to maximize productivity and ensure efficient handling of customer inquiries across various channels (calls, chats, emails). Documented solutions for the knowledge base and proposed innovative ideas to enhance automation and customer service operations. Excellence Officer | Kaizen Assist Management, UAE, Dubai. - Responded promptly and professionally to customer inquiries and complaints via phone and email, ensuring high levels of customer satisfaction. Provided accurate and detailed information about properties, amenities, and leasing options to prospective tenants. Assisted customers in navigating online platforms and resolving technical issues, improving user experience. Coordinated with various departments to ensure timely resolution of customer issues and requests. Maintained detailed and accurate records of customer interactions in the CRM system, enhancing operational efficiency. Gathered and analyzed customer feedback to identify improvement opportunities and recommended actionable solutions. Collaborated with the marketing team to develop and implement customer engagement initiatives, boosting overall client retention. Recruiter | Maids.cc, UAE, Dubai . - Successfully sourced and recruited over 80 qualified candidates for various positions, meeting or exceeding targets each quarter. Implemented a new applicant tracking system that reduced recruitment time by 30% and improved the overall candidate experience. Conducted initial candidate screenings, interviews, and assessments to ensure the right cultural fit and skills match for the organization. Customer Service Supervisor | Results (Riva Fashion),Kuwait. 2019 - 2021 Led a team of 15 remote customer service agents, overseeing daily operations, performance management, and training. Introduced a customer feedback system that increased satisfaction scores by 15%. Developed and refined customer service policies, reducing response times by 20% Analyzed team performance data to identify areas for improvement and implemented strategies that enhanced efficiency and reduced handling times. Collaborated with cross-functional teams to address customer service-related challenges and ensure smooth communication between the customer support department and other departments. Coordinator| Souccar Group Complex. - Coordinated administrative operations across multiple departments, ensuring seamless communication and the timely execution of tasks. Assisted in organizing company events, including meetings, workshops, and conferences, ensuring all logistical details were managed efficiently. Managed departmental calendars, scheduled appointments, and maintained accurate records of all meetings and decisions made. Oversaw the creation and distribution of internal reports and communications, ensuring all staff were kept informed of important developments. Executive Secretary | Khatwat for Training & Development. - Provided high-level executive support to senior management, managing complex schedules, correspondence, and travel arrangements. Coordinated meetings, conferences, and training sessions, ensuring all aspects were organized and aligned with the company’s goals. Drafted and proofread official documents and communications, ensuring accuracy and professionalism in all outgoing materials. Assisted in the preparation of presentations and reports for key stakeholders, contributing to the overall success of organizational initiatives. Call Center Agent | Al Malki For Training And Development Center. - Handled a high volume of inbound and outbound customer service calls, addressing inquiries, resolving complaints, and providing information on training programs. Maintained a professional and courteous demeanor, ensuring a positive customer experience during each interaction. Entered and updated customer information in the database, ensuring accuracy and efficiency in record-keeping. Assisted customers in navigating registration processes for various training programs, ensuring clarity and support throughout the process. CERTIFICATIONS & COURSES Marketing Course: Khatwat for Training & Development, Damascus (2015) Press Principles Workshops: Revolutionary Youth Union, Damascus (2014 - 2015) Writing Principles: Revolutionary Youth Union, Damascus (2014 - 2015) SKILLS Customer Service: Strong communication, conflict resolution, and client support Community Management: Customer interaction, issue resolution, and service inquiries Sales: Proven ability to engage customers, promote services, and close deals. Training: Experience in mentoring and training staff at Maids CC to enhance service delivery. Problem Solving: Analytical skills in identifying and resolving customer challenges Multitasking: Ability to manage multiple responsibilities efficiently Reporting: Experience in delivering detailed reports and documentation Adaptability: Comfortable working in fast-paced, dynamic environments Team Collaboration: Proven ability to work effectively within cross-functional teams TOOLS & PLATFORMS: Cisco Zendesk Freshdesk Ziwo. CRM Habstaff Ameyo LivePerson Slack Microsoft Office Suite LANGUAGES English: Proficient Arabic: Native