Adel Nasser

Customer Service Associate

Customer Service Associate with 5+ years of experience across customer service, sales, contact center operations, technical support, telesales, and team leadership. Experienced in customer engagement, complaint resolution, CRM documentation, escalation management, and KPI/SLA performance. Led a 25-person contact center team, handled approximately 200 inbound calls per day, and achieved telesales performance 8–10% above monthly target. Also brings recent Sales Officer experience with Etisalat from January 2025 through June 2026.

Sharjah, UAE
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Languages
0
Skills
0
Certification
Work Experience
Sales Officer
Etisalat
Jan 2025 — Jun 2026
  • Supported approximately 200 customers daily with product and service inquiries, providing tailored solutions to meet their needs
  • Engaged customers professionally, achieving a customer satisfaction rate of over 90%
  • Maintained accurate customer information, enhancing sales and service procedures in line with company standards
  • Built positive customer relationships that improved customer retention by 15% through clear communication and responsive service
Customer Service Specialist
Brillant Avenir | Etisalat & Du Telecom
Jan 2022 — Sep 2024
  • Provided first-level support for eLife Internet, resolving customer inquiries, technical issues, and service complaints
  • Troubleshot connectivity issues, router configurations, and service disruptions to restore customer services promptly
  • Guided customers through diagnostic steps by phone, email, and chat for broadband, Wi-Fi, and IPTV services
  • Collaborated with technical teams to escalate unresolved cases and ensure efficient follow-up and resolution
  • Educated customers on troubleshooting steps, billing inquiries, and usage guidance to improve customer satisfaction and self-service
  • Maintained accurate CRM records covering customer interactions, service requests, escalations, and resolutions
Contact Center Team Leader
Outsource Giant – Egypt
Mar 2018 — Nov 2021
  • Led a contact center team of 25 employees and managed daily planning, operations, and problem-solving
  • Monitored KPIs and service level agreements (SLAs), daily targets, performance, and operational requirements
  • Delivered one-to-one coaching, training, and feedback to improve individual and team performance
  • Handled approximately 200 inbound customer calls per day while maintaining professional and courteous service
  • Managed customer escalations and provided accurate information on products and services
  • Participated in weekly client reviews covering targets, achievements, strategies, and improvement opportunities
Telesales Executive
Outsource Giant – Egypt
Mar 2018 — Nov 2021
  • Followed structured call procedures and maintained professional customer communication
  • Explained solar-energy benefits and assessed customer profiles against qualification criteria
  • Managed appointment booking and coordination between customers and solar experts
  • Supported training and development of associates implementing the telesales process
  • Achieved monthly targets at 8–10% above target
Skills
Customer ServiceSalesCRMTechnical SupportComplaint ResolutionCall Center OperationsKPI ManagementSLA ManagementEscalation ManagementCustomer EngagementTeam LeadershipCoachingTelesalesTelemarketingPerformance Monitoring
Education
Diploma
Sharjah Indian School
2017 — 2018
Diploma
Aviation Training Institute
Aviation Training Institute
Certifications
IATA Certification
2026-07
Languages
Arabic
Native
English
Fluent
References available upon request.
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