MOHAMMED's CV
MOHAMMED ALFATIH IBRAHIM OMER OSMAN
Customer Happiness Specialist | Customer Service Expert
Profile summary
Accomplished Customer Happiness Specialist with 4 years of experience delivering front-line support, pension services, and call center operations across the GCC. Maintained customer satisfaction scores above 95% while processing registrations, updates, and benefit requests through CRM systems. Managed incoming and outgoing customer calls and resolved complex complaints while maintaining strict policy compliance. Dedicated to maintaining high service delivery standards through accurate transaction management and workflow coordination.
Career highlights
Customer Happiness and Support: Maintained customer satisfaction scores above 95% while providing front-line support for pension and social insurance services at the General Pension and Social Security Authority.
Transaction and Record Management: Processed registrations, updates, and benefit requests through CRM systems and digital platforms while maintaining policy compliance and handling complex customer cases.
Inquiry Resolution Operations: Managed incoming and outgoing customer calls, resolved inquiries efficiently, handled complaints, and maintained call logs and customer interaction records at Tafaseel PBO for the Tabby Project.
Key skills
Professional experience
Directs customer service operations within the authority, managing front-line support for pension and social insurance services. Coordinates benefit requests, policy compliance checks, and inter-departmental workflows to maintain operational standards across digital platforms.
- Maintains customer satisfaction scores above 95% while processing registrations, updates, and benefit requests.
- Resolves complex customer cases and handles formal complaints by coordinating directly with internal departments.
- Analyzes customer feedback to contribute data for ongoing service improvement initiatives.
- Manages customer transactions and records using CRM systems and digital platforms.
Operated within the Tafaseel PBO environment for the Tabby Project based in the UAE during the 2022 to 2023 timeframe, managing inbound and outbound communication channels while documenting interactions. Handled customer inquiries and escalated complex disputes to appropriate internal departments based on established protocols.
- Maintained detailed call logs and customer interaction records in internal databases during the 2022 and 2023 operational period.
- Conducted follow-up calls to verify that customer concerns were fully addressed.
Education
Administration of Customs
- GPA: 3.4
Languages
Arabic · Native
English · Professional