Nael Bou imad
@naelbouimad
Customer Service Specialist with 4+ years of remote support experience.
LebanonWhat I'm looking for
I am a dedicated Customer Service Specialist with over four years of experience in high-volume remote support. My background in Communication Engineering has equipped me with strong technical problem-solving skills, allowing me to blend customer-centric expertise with technical proficiency. I take pride in achieving a satisfaction rate of over 95% and resolving more than 50 customer inquiries daily. My ability to train teams across global time zones has been instrumental in enhancing overall performance and efficiency.
At Global Support Hub, I consistently ranked #1 in team performance for three consecutive quarters, thanks to my commitment to excellence and my proactive approach to resolving complex software issues. I have successfully reduced escalations by 25% and streamlined onboarding processes for new hires, cutting training time by 30%. My experience at Efs Call Center further honed my skills in conflict resolution and client retention, where I was recognized as “Employee of the Month” twice for my exceptional performance.
Experience
Work history, roles, and key accomplishments
Team Lead & Collaboration
Global Support Hub
Jan 2022 - Present (4 years 5 months)
Collaborated with teams across four time zones to redesign training materials, improving workflow efficiency by 20%. Mentored over 8 remote agents on intercultural communication and conflict resolution, boosting team performance metrics by 15%.
Customer Service Representative
Global Support Hub
Jan 2022 - Present (4 years 5 months)
Resolved over 50 daily customer inquiries via phone and chat, achieving a 95% first-contact resolution rate, surpassing the team average by 10%. Leveraged technical troubleshooting skills to resolve complex software issues, reducing escalations by 25%.
Customer Service Representative
Efs Call Center
Jan 2020 - Dec 2022 (2 years 11 months)
Handled over 40 daily customer inquiries via phone and email, achieving a 90% satisfaction rate. Assisted customers with technical issues, reducing escalations by 15%.
Education
Degrees, certifications, and relevant coursework
Lebanese International University
Bachelor of Science, Communication Engineering
Activities and societies: Designed a Python-based customer feedback analysis tool to identify service gaps and improve response times by 40%.
Completed a Bachelor of Science in Communication Engineering. Developed a Python-based customer feedback analysis tool to identify service gaps and improve response times by 40%. Coursework included Negotiation, Business Communication, and Persuasion.
Tech stack
Software and tools used professionally
Availability
Location
LebanonAuthorized to work in
Job categories
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