Experience

CAFU

• United Arab Emirates
• Technology, Information and Internet
• 400 - 500 Employee

• Customer Experience / Social Media

  • Oct 2019 - Present

  • Monitoring and respond to all social media inbound messaging, comments, reviews, and brand mentions. • Adapting CAFU brand voice and proactively engage and communicate with social media followers and customers over various social channels. • Handling and resolve all customers’ requests on all social media channels within agreed service levels. • Providing pre-order guidance, post-order use and care support, and social channel engagement. • Managed collaboration requests of Influencers and collate the details to be forwarded to the concerned department for further action and communication. • Following up on open cases, regularly update customers and escalate internally when needed. • Handling a range of queries related to App use, order creation, pricing, order delivery and customer feedback and complaints. • Providing high-quality front-line customer experience and project a professional company image by providing accurate and timely support through live chat, email, and phone call • Resoling inquires within specified SLAs, escalating where appropriate and partnering with other departments to ensure an excellent end-to-end experience. Show less



Landmark Leisure

• United Arab Emirates
• Hospitality
• 100 - 200 Employee

• Customer Service Representative

  • Apr 2018 - Oct 2019

  • Responsible in meeting personal and team sales target • Managed all incoming calls for reservation department and ensure response to all queries and maintain professional relationship and atmosphere • Managed all mails from guests and ensure response and completion of all guest requests and evaluate all reservation logbook and provide update on everyday basis • Maintained a high level of professionalism with guest and working to establish a positive rapport with everyone. • Work with the management team to stay updated on product knowledge and be informed of any changes in company policies in order to provide adequate education to customers, informing customers of deals and promotions meeting the customers specific needs. • Handled customer complaints and provide appropriate solutions and alternatives while assessing customers needs to achieve satisfaction. • Complied with all the company’s policies and regulations in maintaining the safety and security of both customers and team members. Show less



Sitel Group

• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Team Lead

  • Aug 2013 - Mar 2018

  • Managed and supported a team of 25 customer service support agents effectively for two North American Luxury department store chains • Trained and coached over 2000 new agents to professionally handle and support calls • Demonstrated leadership and confidence when interacting with upset and angry callers • Awarded with numerous “top performing agent” awards • Performed basic account maintenance activities. • Met Quality Assurance Requirements and other key performance metrics • Managed and supported a team of 25 customer service support agents effectively for two North American Luxury department store chains • Trained and coached over 2000 new agents to professionally handle and support calls • Demonstrated leadership and confidence when interacting with upset and angry callers • Awarded with numerous “top performing agent” awards • Performed basic account maintenance activities. • Met Quality Assurance Requirements and other key performance metrics



Fusion BPO Services

• United States
• Software Development
• 700 & Above Employee

• Assistant Team Lead

  • Apr 2012 - Jul 2013

  • Adjusted sales scripts to better target the needs and interests of specific individuals • Conducted client or market surveys, and type detailed notes regarding sale or service offered • Delivered prepared sales talks, reading from scripts that describe products or services, in order to persuade potential customers to purchase a product or service • Explained products or services and prices, and answer questions from customers; Follow sales scripts and probe to better target • Awarded with numerous “top performing agent” awards Show less