Ummr Sadig

I am currently working as outsourced staff for Al Ain Distribution Company (AADC) contact center in UAE, Abu Dhabi, Al Ain City performing the following duties: • Communicate through inbound and outbound calls responding to customer inquiries regarding Al Ain Distribution Company services and escalate them to relevant department

Experienced and friendly customer service representative with 10+ years of experience in handling contact center communications, Technical support and establishing strong customer relationships. Handled over 1000+ customer billing data with 100% accuracy. Achieved 95%+ CSAT and Quality score during my tenure with the companies I have worked for.

I worked as outsourced staff for Apple Inc contact center in UAE, Dubai performing the following duties: • Communicate through inbound and outbound calls with Apple devices users experiencing difficulties to determine and document problems experienced • Provide base first and second level of IT support to non-technical personnel within the business • Use internal ticketing systems to manage, track and process actions taken on customer accounts, passwords, and product support resolutions

I worked as outsourced staff for a governmental entity in UAE, Dubai called Roads & Transport Authority performing the following duties: • Professionally and confidentially respond to incoming call, email, chat and fax from customer regarding the corporation procedure and transaction • Maintain complete and accurate documentation of all customer interactions and reports using CRM system • Analyze account history and provide accurate information to assist in resolving client issues by utilizing resources.

I worked as outsourced staff for a reputable carrier in UAE, Dubai called Etisalat performing the following duties: • Develop and maintain technical product or service knowledge to explain features to clients and answer questions about SIM cards, data plans and roaming services • Sell, manage and fix prepaid and postpaid associated issues for existing and new customers • Prepare and administer sales contracts for sold devices and services and maintain customer records on CRM system.

Bachelor of Science (Honors). Major: Biology Duration: Sep 2005 - Sep 2010 Website: https://www.uofk.edu/en Location: University of Khartoum - Faculty of Science , Nile St, Khartoum, Sudan Phone: 00249917788622