shahd elnaim

High-performing, bilingual (Arabic/English) Customer Service Representative with 3+ years of proven experience in inbound call handling, live chat support, email support, technical troubleshooting, CRM documentation, and complaint resolution for a major US telecommunications provider. Consistent top-quartile performer with a track record of exceeding First Call Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction Score (CSAT) targets. Known for clear, empathetic communication, de-escalation skills, and service recovery in high volume, fast-paced environments. Fully remote-ready with EST/CST overlap availability, strong written and spoken English, and a professional, customer-first mindset.

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