1. Antonious Yousef
(+971)505299432 & (+971)567273163 • antonious_yousef@yahoo.com
CUSTOMER SERVICE REPRESENTATIVE
Performance Profile: customer service oriented and highly persuasive with 8+ years of
experience in call center settings. Well-spoken and outgoing team player equipped with
effective problem solving skills, accustomed to working professionally and efficiently in team
oriented, fast paced environments. Demonstrated telephone etiquette along with proven
listening skills and strong attention to detail. Bilingual: English/Arabic.
CORE COMPETENCIES
– Quick Response – Call Forwarding – Database Management
– Troubleshooting – Data Entry – Client Registration
– Technical Support – Data Updation – Team work
– PC Proficient – Compliant Processing – Departmental Coordination
KEY ACCOMPLISHMENTS
 Attained a 97% customer satisfaction level through demonstration of highly effective
query response and problem resolution strategies
 Managed a high-volume workload within a deadline-driven environment. Resolved an
average of 550 inquiries in any given week and consistently met performance
benchmarks in all areas (speed, accuracy, volume).
 Became the lead "go-to" person for new reps and particularly challenging calls as one of
the company’s primary mentors/trainers of both new and established employees.
 Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense
customer focus and dependability in performance evaluations.
PROFESSIONAL EXPERIENCE
Citi Bank - Dubai
- Supervisor Recovery and legal unit. October 2015 – Present
 Manage TRIAD & CACS on a daily basis
 Organize and attend regular calls to keep track of all ongoing issues and queries as
part of the BAU process.
 Assess complexity of requirements, advise on expected dates of deliverables and
manage own work schedule accordingly to meet committed timelines
 Follow up with the lawyers for call cases which are under process and Judged and
we have not recover money from these cases.
 Provide all Necessary Information Documents, Statement, Terms and Conditions etc
as and when requested by Lawyers.
- Supervisor Customer services . July 2013 – Aug 2015
 Monitoring random calls to improve quality, minimise errors and track call centre
staff performance.

2.  Coordinated, supervised daily, weekly, monthly activities of all customer service
representatives.
 Creating team routines to ensure the call centre is managed effectively during core
hours.
 Working evenings, weekends and public holidays in order to meet service
requirement.
 Keeping an accurate record of all call centre information and performance statistics.
 Ensured reliable quality service to all customers.
 Ensured adherence to standard policies and procedures.
 Escalating issues to line managers when necessary
- Call Center Representative. October 2008 – July 2013
 Provide first point of contact for customers
 Handle transactions
 Answer client questions and resolve issues
 Cross sell bank products
 Process necessary paperwork
 Verify information ATM and debit card applications
 Identify cross selling opportunities while interacting with customers
 Maintain records of balances and correct errors as and when needed
 Respond to customer inquiries
EDUCATION
2008 Bachelor of systems & administration information.
Very good with honor degree from Egypt
TECHNICAL STRENGTHS
• Proficient in MS Excel, word and various database applications
• Proven ability to learn and operate software applications quickly
Certificate of excellence:
1- Top sales professionals (installment lone sales ) .
2- Quality Excellence award for (achieving 3rd highest score in quality for Q3-2011).
3- Quality Excellence award for (consistent quality performance which helped the team
achieve highest quality for Q3 & Q4 -2009 ).
REFERENCES
Furnished upon request ….