RAMA ALHALABI
PHARMACIST AND PHARMACEUTICAL CHEMIST
DIRECTOR OF CUSTOMER SUPPORT
ACADEMIC BACKGROUND
IELTS Academic– Band 6.5 (CEFR B2)
May 2024
Faculty of pharmacy-Damascus university
2014 - 2020
CONTACT
https://www.linkedin.co
m/in/rama-al-halabi70b42a1a6/
ABOUT ME
Nationality:
Syria
Residency:
Saudi Arabia, Dammam
Turkiye, Adana
EXPERIENCE
GovAssist LLC (Customer service representative)
2021-Present
Level 1 CS agent: I started with GovAssist LLC back in
August 2021 as a Level 1 agent.
Level 2 CS agent: After that, I took three months of
training for my promotion to Level 2 agent then got
promoted to the Level 2 team in July 2022. My
responsibilities are mainly to coach Level 1 agents and
guide them, handling complicated cases and VIP
clients. That includes receiving Emails, chats, phone
calls, and Zoom meetings with our clients.
CS QA Specialist: My journey continued to get
promoted in April 2023, to evaluate our L1 and L2
agents’ necessary customer care and make sure they
meet our quality standards.
Level 1 CS Manager: I’ve been chosen to be a CS
Manager in July 2023, where I was assigned to train
newcomers and help them become successful L1
agents, guide them on their mistakes, improve
underperformers, and fire bad agents.
Director of CS: My latest promotion with GovAssist was in
November 2023. I’m working closely with our executives
to improve the operations, launch and develop new
products, maximize the use of Zendesk features,
implement automation, AI, and new procedures,
monitor the department’s KPIs, and launch new
branches worldwide.
Abdulhameed pharmacy (Co-pharmacist-
Languages
Arabic (Native)
English (Fluent)
Turkish (Beginner)
Unpaid-Internship that lasted for a year. I was handling
prescriptions, diagnosing simple cases, and stocktaking.
Promoter and Supervisor (Freelance-
I was working as an on-site freelancer for advertising
companies in Saudi Arabia. That included selling new
products, selling offers, or giving free samples.
SKILLS
Time management
Leadership and Team Building
Computer Skills
Communication
Zendesk
Data-Driven Decision Making
Crisis Management
HOBBIES
Researching
Cyber Reading
Going to the gym
Cooking
Travelling
COURSES
Enjaz Marketing Course 2013
Nursing skill-Certificate of attendance
Oct 15, 2018
Medical Advisor Course-Certificate of Completion
Oct 16, 2020
Security Awareness Course Nov 17, 2021
Writing Customer Service Emails
Jan 10, 2022
Master cognitive biases and improve your critical thinking
(Udemy)
May 10, 2023
Complete google slides from Scratch (Udemy)
May 12, 2023
Business presentation skills (Udemy)
May 14, 2023
Master Google Sheets (and see why it’s better than Excel)
(Udemy)
May 22, 2023
Google Ads For Beginners 2025 – Step By Step Process (Udemy)
June 7, 2025
