Islam Waleed

customer careFull Time

• Job Details:I manage customer billing accounts and assist with payment processes while guiding customers through our online application and website via phone. My primary objective is to ensure that customers fully understand their subscriptions and to address their concerns in a single interaction. I am committed to resolving their primary issues while proactively identifying and addressing any additional problems within their accounts, all with a focus on enhancing customer satisfaction. As I progressed to the retention department, I encountered a higher volume of customers at risk of discontinuing their services. My responsibility is to address their concerns effectively to encourage retention. I am proud to have achieved recognition as a VXS and NPS expert, maintaining a score of 96% over the past six months. Additionally, I have consistently achieved a resolution rate of 83% to 88% for issues resolved within three days in recent months. In every interaction, I emphasize the value that customers receive for their investment and ensure they are informed of any additional benefits they may be overlooking. By utilizing targeted questions, I aim to understand their needs better and offer solutions that align with their budgetary requirements.NPS expert with %96 for the last 6 months, and also recognition for the 3 Day Resolve maintaining %83 to %88 for the past couple of months, with also highlighting the varies values the customers are currently getting for their money, and to mention what values they may be missing out, discovering the need with probing questions to get the best deal for the customers budget