Experience

Alef Group

• United Arab Emirates
• Real Estate
• 100 - 200 Employee

• Senior Customer Affairs Officer

  • Apr 2019 - Present

  - Responding promptly to customer inquiries and communicating with customers through various channels. - Responsible for recording and updating units sold on the system. - Inviting clients to sign sales and purchase contracts and conducting the required orientation to ease the process. - Providing professional, and high-quality service that meets customers’ requirements and exceeds their expectations - Explain products, services, pricing, and answer queries and overcome objections from customers - Informing clients of the progress of their applications. - Keeping records of customer interactions, transactions, comments, and complaints. - •Monitor and report on activities and provide management feedback information on new relationships to meet business objectives - Explain products, services, pricing and answer queries and overcome objections from customers - Keeping customers posted on the latest projects' update - Support initiatives and action plans for launches, new projects and bespoke services - Responding promptly to customer inquiries and communicating with customers through various channels. - Inviting clients to sign sales and purchase contracts and conducting the required orientation to ease the process. - Providing professional, and high-quality service that meets customers’ requirements and exceeds their expectations - Explain products, services, pricing, and answer queries and overcome objections from customers - Informing clients of the progress of their applications. Show less



Dubai Islamic Bank

• United Arab Emirates
• Banking
• 700 & Above Employee

• Work Force Management Officer

  • Nov 2014 - Apr 2019

  - Increase staffing levels or modify call routing to increase service levels- Communicate identified intraday risks to management and other intraday analyst- Monitor real-time ACD agent work state reports- Attend weekly and daily staffing review meetings with management and forecast / scheduling analysts detailing previous and current week’s performance and forecasted performance of remainder of current week and next week, while also identifying risks- Responding to management requests to produce "what if" scenarios- Formulate recommendations based upon analysis, data and input from users and departmental management.- Manage proactive approval and denial of discretionary activities; such as vacations, trainings, meetings- Creating long term, interim and short term forecasts, Create Maintain and adjusting shift schedule.- Analyze and report historical data and trends and develop forecast models- Manage employee information changes- Track, analyze and report center and agent performance with reports from Community and ACD- Transform Training outcome to enhance knowledge and Skills by Implementing the Best Practice within work environment- Perform other duties and assignments as directed by search and best practice studies and benchmarking Show less

• Call Center Representative

  • Aug 2010 - Nov 2014

  - Controlling the office assets, provide needful support to other departments;- We provide telephone support for Dubai Islamic bank customer across the world answer any queries quickly and efficiently;- Sell service & respond immediately &effectively to customer inquiries, needs & demands;- Ensure best result of customer problem – solving;- Deliver & offers to customer;- Using account and banking programs like: AVAYA SYSTEM - TANDOM (java). - POWER CARD (oracle). - I FLEX (oracle). - AVANZA (oracle) - BUSINESS OBJECTS (oracle) - TRACKING SYSTEM (oracle) Show less



Wings Travel

• Egypt
• Hospitality
• 1 - 100 Employee

• Tour Guide

  • Jul 2007 - Dec 2009

  - Star of the Quarter: Wins Travel/ Best Tour Guide (Chinese Groups.) - Meet members of a tour on arrival and make introductions - Coordinate pre-arranged accommodation and transport, and make sure that tour members are comfortable - Lead tour groups, drive coaches or limousines, advise tour members of local interest points and prepare and present tour commentaries - Coordinate pre-arranged tour activities such as visits to local attractions, restaurants or shops, train rides, cruises, extended tours, white water rafting, bushwalking and mountaineering Show less