Dubai, United Arab Emirates
-Dependable, self-motivated, and reliable professional with more than 6 years of experience in customer service, quality assurance, and customer experience (Retail and Call Center). -Versatile individual with experience collecting, transforming, and organizing data for analysis to help make informed decisions. Excellent understanding and proficiency of platforms for effective data analyses, including SQL, spreadsheets, Tableau, and R. Strong communication, organizational, and analytical skills, Recently completed the Google Data Analytics Certificate-a rigorous, hands-on program that covers the entire scope of the data analysis process. Career Achievements: - Got promoted to Quality Specialist only after 8 months of working as a Sales Executive as a result of excellent performance - Improved the customer feedback management ( CFM ) database and makes regular updates in order to make it more efficient and organized
-Coordinate daily logistics operations including order processing, shipment tracking, and delivery scheduling to ensure timely and efficient supply chain flow. -Monitor inventory levels and support replenishment planning to minimize stockouts and overstock situations. -Prepare shipping documents, customs clearance files, and ensure compliance with regulatory requirements. -Handle customer and distributor inquiries related to delivery timelines, documentation, and product availability. -Generate regular reports on logistics performance, shipment status, and cost tracking to support continuous improvement.
1-Monitored Customer Service Representatives’ (CSRs) transactions across retail stores to ensure compliance with company policies, procedures, and key performance indicators (KPIs), delivering constructive feedback to enhance service quality. 2-Played a key role in investigations related to TDRA cases by providing detailed insights and analytical support. 3-Designed, implemented, and tracked quality performance metrics for the Retail team, driving continuous improvement in service delivery, operational efficiency, and customer satisfaction. 4-Identified service and sales performance gaps, recommending practical, data-driven solutions to improve front-line execution and increase revenue. 5-Compiled, analyzed, and presented weekly and monthly reports highlighting trends, root causes, and key performance insights to support strategic decision-making by senior management.
• Acted as the Customer Experience Team Leader, overseeing experience-related initiatives across over 100 retail stores and supporting more than 2,000 staff members. • Collected, analyzed, and translated customer feedback data into actionable insights to enhance service quality and improve the overall retail experience. • Identified and escalated process gaps or service breakdowns, raising red flags to ensure corrective measures were implemented promptly. • Collaborated with cross-functional departments—marketing, sales, billing, finance, and call center—to resolve customer pain points and ensure end-to-end service consistency. • Compiled, analyzed, and presented weekly and monthly reports highlighting trends, root causes, and key performance insights to support strategic decision-making by senior management.
• Handling customers’ requests and inquiries. • Provide customers with appropriate options/right suggestions. • Cross/upsell the new products and services and pitch the latest devices and accessories and internet services. • Inform customers about after-sales support and promote Etisalat smart Apps. • Guide customers on how to pay their bills and follow up on their complaints. • Follow Etisalat policies and procedures and collect all the required documents from customers to avoid any non-compliance cases. • Always attend to customers with a positive attitude and well-groomed. • Achieve the sales target set by the company.
• Assist and support administrative staff in their day-to-day operations. • Support call center staff in handling and documenting customer accounts. • Responsible for handling tickets and customers’ orders within agreed SL to ensure customer satisfaction. • Generate reports which showing knowledge gaps and process improvement. • Administrative support for all data entry on daily basis with MS Excel.
1-Answering phones from customers professionally and responding to customer inquiries and complaints. 2-Researching required information using available resources. 3-Handling and resolving customer complaints regarding product sales to customer service problems. 4-Providing customers with the organization’s service and product information.