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  "basics": {
    "name": "Adel Nasser",
    "label": "Customer Service Associate",
    "summary": "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.",
    "location": "Sharjah, UAE"
  },
  "work": [
    {
      "company": "Etisalat",
      "position": "Sales Officer",
      "startDate": "2025-01",
      "endDate": "2026-06",
      "highlights": [
        "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"
      ]
    },
    {
      "company": "Brillant Avenir | Etisalat & Du Telecom",
      "position": "Customer Service Specialist",
      "startDate": "2022-01",
      "endDate": "2024-09",
      "highlights": [
        "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"
      ]
    },
    {
      "company": "Outsource Giant – Egypt",
      "position": "Contact Center Team Leader",
      "startDate": "2018-03",
      "endDate": "2021-11",
      "highlights": [
        "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"
      ]
    },
    {
      "company": "Outsource Giant – Egypt",
      "position": "Telesales Executive",
      "startDate": "2018-03",
      "endDate": "2021-11",
      "highlights": [
        "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"
      ]
    }
  ],
  "education": [
    {
      "institution": "Sharjah Indian School",
      "degree": "Diploma",
      "startDate": "2017",
      "endDate": "2018"
    },
    {
      "institution": "Aviation Training Institute",
      "degree": "Diploma"
    },
    {
      "institution": "Aviation Training Institute",
      "degree": ""
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    "Complaint Resolution",
    "Call Center Operations",
    "KPI Management",
    "SLA Management",
    "Escalation Management",
    "Customer Engagement",
    "Team Leadership",
    "Coaching",
    "Telesales",
    "Telemarketing",
    "Performance Monitoring"
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      "fluency": "Fluent"
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      "name": "IATA Certification",
      "date": "2026-07"
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    "yearsOfExperience": 0,
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    "highestEducation": "Diploma"
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