SAFA'A ABUHEJLEH
Client Success Specialist
Athens
Summary
Results-driven Customer Service and B2B Sales Specialist with extensive experience in high-volume client support, technical troubleshooting, and revenue-generating upselling. Proven track record of managing 90–120+ daily customer interactions, effectively resolving complex technical inquiries, and driving significant account growth. Expertise in CRM documentation, conflict resolution, and cross-functional team training enhances the ability to deliver exceptional service and foster collaboration. Bilingual proficiency in English and Arabic facilitates communication with diverse clientele, ensuring a tailored approach to meet varied customer needs.
Overview
2
2
Languages
2
2
years of professional experience
Work History
B2B Sales and Management Specialist
Central Tact
07.2026 - Current
- Spearheaded B2B sales operations for Point-of-Sale (POS) hardware and software solutions targeting the UAE market.
- Drove revenue growth by prospecting high-value merchants, delivering tailored product demonstrations, and closing complex enterprise contracts.
- Managed the full end-to-end sales lifecycle, from cold outreach and contract negotiation to post-onboarding client success.
- Formed strategic relationships across retail, hospitality, and F&B sectors to improve account retention.
- Performed competitor analysis in the UAE fintech sector to optimize pricing structures and pitch strategies.
Technical and Sales Support Representative
Intelcia
01.2026 - 06.2026
- Provided combined technical and sales assistance by diagnosing system/product issues and guiding users through step-by-step troubleshooting.
- Partnered with sales teams to identify key upsell opportunities during support calls, improving overall contact-to-sale conversion rates.
- Maintained detailed CRM case logs, escalated complex issues to Tier-2 specialists, and authored knowledge-base articles to reduce repeat tickets.
- Verified customer information and corrected data entry errors for accuracy.
- Tracked pending cases and escalated unresolved issues to appropriate departments.
- Participated in cross-functional teams working on strategic initiatives aimed at driving business growth.
- Coached agents on communication skills, product knowledge, and customer handling techniques.
- Mentored new hires, resulting in stronger staff development and increased productivity.
Customer Service Representative (Internship)
Transcom
09.2025 - 12.2025
- Handled 90–120+ inbound phone calls daily, maintaining high customer satisfaction while resolving complaints and inquiries efficiently.
- Documented accurate interaction logs within the CRM and collaborated with senior staff on escalated tickets.
- Contributed to streamlining call-handling procedures, reducing average handle time across the team.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Handled inbound customer inquiries across phone, chat, and email with accurate, professional support.
- Resolved billing, account, and service issues using knowledge base and policy guidelines.
Sales Representative
My-Va
10.2024 - 03.2025
- Achieved a 12% boost in overall sales by implementing targeted cross-selling and upselling strategies.
- Administered account operations, order processing, and post-purchase follow-ups to maintain strong client relationships.
- Identified customer needs and recommended product options aligned with sales goals.
- Conducted outbound calls to qualify leads and schedule follow-up conversations.
- Responded to customer inquiries with clear product information and pricing details.
- Maintained accurate CRM records for prospects, contacts, and opportunity updates.
Customer Service Representative
CENTRO, INC.
04.2024 - 10.2024
- Managed customer records and order entry with high accuracy in compliance with data privacy standards.
- Onboarded and trained 3 new team members in customer service scripts, conflict resolution protocols, and CRM data entry.
- Responded to customer inquiries via phone, email, and chat with accurate, timely support.
- Coordinated with internal teams to ensure accurate issue handling and prompt service delivery.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
Bachelor of Science - Energy Engineering
German Jordanian University
Jordan 04.2001 -
High School Diploma - undefined
Al Hamdaniya Grand Private School
UAE08.2019
Skills
B2B sales expertise
Technical troubleshooting
Operations management
Customer relations
Teamwork and collaboration
Attention to detail
Time management
Problem-solving abilities
Team collaboration
Effective communication
Timeline
B2B Sales and Management Specialist
Central Tact
07.2026 - Current
Technical and Sales Support Representative
Intelcia
01.2026 - 06.2026
Customer Service Representative (Internship)
Transcom
09.2025 - 12.2025
Sales Representative
My-Va
10.2024 - 03.2025
Customer Service Representative
CENTRO, INC.
04.2024 - 10.2024
Bachelor of Science - Energy Engineering
German Jordanian University
04.2001 -
High School Diploma - undefined
Al Hamdaniya Grand Private School