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nour malkawi

@nourmalkawi

Customer Service Agent at Aramex & Umniah who handled 70–80 daily customer calls and chats with approximately 90% satisfaction.

Jordan

Message

What I'm looking for

I’m looking to contribute high-quality work in a supportive team environment and continue growing professionally.

At Aramex & Umniah, I handled 70–80 customer calls and chats daily, resolving inquiries, complaints, and service requests while maintaining response times under five minutes and approximately 90% customer satisfaction.

I updated CRM cases, documented customer interactions, followed up on pending issues, and escalated complex cases to the appropriate teams.

I earned a Bachelor’s Degree in Chemistry from Yarmouk University, where I conducted laboratory experiments and worked with spectrophotometers, chromatographs, and pH meters. I also completed an HPLC Certificate through Udemy.

Experience

Work history, roles, and key accomplishments

Customer Service Agent

Aramex & Umniah

Handled 70–80 customer calls and chats daily, maintaining response times under 5 minutes and achieving approximately 90% customer satisfaction. Resolved inquiries, complaints, and service requests while updating CRM cases and escalating complex issues.

Customer Support Complaint Handling Issue Resolution CRM Systems Case Documentation Microsoft Office Time Management Teamwork Adaptability Working Under Pressure

Education

Degrees, certifications, and relevant coursework

Yarmouk University

Bachelor's Degree, Chemistry

Completed a Bachelor's Degree in Chemistry in July 2023. Conducted laboratory experiments, prepared solutions and samples, and operated equipment including spectrophotometers, chromatographs, and pH meters.