Open to opportunities

Ahed Elias

@ahedelias

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Customer-focused professional with 9 years in customer support.

Lebanon

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What I'm looking for

I seek a role that values customer relationships and offers growth opportunities.

With over nine years of experience in customer support, I have developed a strong customer-focused approach that emphasizes relationship building and retention. My journey has taken me through various roles, including Customer Support Agent at Shaw Communications and Customer Retention Agent at Rogers Communications. I pride myself on my ability to manage high volumes of interactions while maintaining exceptional customer satisfaction and low churn rates.

Throughout my career, I have consistently achieved outstanding KPIs, such as response time and customer satisfaction ratings. My certifications in Lean Six Sigma and CELTA reflect my commitment to continuous improvement and professional development. I am passionate about enhancing service delivery and resolving complex issues, ensuring that every customer interaction is a positive experience.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Agent

Current

Shaw Communications-Satellite

Jan 2021 - May 2024 (3 years 4 months)

Managed multiple chat interactions providing support for billing and accounts while maintaining high customer satisfaction. Contributed to process improvements and earned Lean Six Sigma Yellow Belt certification.

Customer Support Billing Support Process Improvement Six Sigma Customer Satisfaction Communication Skills Team Collaboration Problem Solving

Customer Retention Agent

Rogers Communications (Fido Brand)

Apr 2015 - Dec 2020 (5 years 8 months)

Resolved complex customer issues as the last point of escalation, maintaining a low churn rate through tailored retention offers and exceptional service.

Customer Retention Problem Solving CRM Systems Communication Skills Customer Satisfaction Escalation Management Team Collaboration

Sales Representative

OmniSySNet

Jan 2009 - Sep 2014 (5 years 8 months)

Delivered VoIP solutions to businesses, assessing customer needs and fostering long-term relationships while consistently meeting sales targets.

Sales VoIP Relationship Building Communication Skills Customer Retention Problem Solving Team Collaboration Business Growth

Education

Degrees, certifications, and relevant coursework

Cambridge English

CELTA Certification, Education

2024 - 2024

Achieved CELTA certification, which qualifies individuals to teach English as a foreign language, focusing on practical teaching skills and methodologies.

Lean Six Sigma

Lean Six Sigma Yellow Belt, Business Management

2022 - 2022

Completed Lean Six Sigma Yellow Belt certification, focusing on process improvement methodologies to enhance efficiency and quality in business processes.

Robbins Madanes Training

Certified Life Coach, Coaching

2015 - 2015

Certified as a Life Coach through Robbins Madanes Training, focusing on personal development and coaching techniques to support clients in achieving their goals.