Experience

• 

  Tafaseel BPO

  • United Arab Emirates

  • Happiness officer

    • Jun 2022 - Present
    • United Arab Emirates

    Expertly guiding customers through the intricate documents associated with Company Formation, ensuring clarity and understanding throughout the process.Streamlining and managing a diverse range of end-to-end company-related requests, including visa processing, location upgrades/ downgrade, bank transfers, payment processing, and issuance of various certificates for over 100 customers. This initiative led to a significant 40% decrease in application errors and a notable 20% increase in customer satisfaction scores.Proactively managing customer complaints by promptly offering effective solutions and alternative options within specified time limits. Ensuring thorough follow-up for resolution to enhance overall customer experience.

• 

  inDriver

  • Pakistan

  • Technical Support Specialist

    • Jul 2021 - Feb 2022
    • Pakistan

    Conducted thorough evaluation of customer issues, identifying key areas for improvement and implementing proactive corrections, resulting in a 30% reduction in recurring issues.Maintained and regularly updated the inDriver driver registration database, ensuring the accuracy and completeness of driver profiles, and facilitating smoother onboarding processes.Conducted comprehensive investigations into customers' current and anticipated requirements, resulting in the implementation of tailored solutions that improved overall customer satisfaction by 15%.

• 

  Cupola Teleservices (CTS)

  • United Arab Emirates
  • Outsourcing and Offshoring Consulting
  • 400 - 500 Employee

  • Training Coordinator

    • Oct 2016 - Sep 2020

    Developed and communicated training plans and documentation for staff, resulting in a 15% increase in training completion rates.Partnered with department leaders to craft training manuals and strategies for new employees utilizing the Avaya Contact Producer E-learning platform, leading to a 20% reduction in onboarding time.Gathered employee input to pinpoint training necessities and establish tailored development strategies, resulting in a 25% improvement in employee satisfaction with training programs.

  • Customer Service Representative

    • Jan 2015 - Sep 2016

    Managed all documentation regarding vehicle registration and driving licenses, including transfers, renewals, and replacements, resulting in a 20% decrease in processing time.Provided comprehensive information on Dubai Transport services (Bus, Metro, and Marine), leading to a 30% increase in customer inquiries resolved on the first contact.Efficiently handled and documented customer complaints/requests in the CRM system under appropriate categories, resulting in a 25% improvement in resolution time.

• 

  Tanfeeth

  • Dubai, United Arab Emirates

  • Customer Service Representative

    • Mar 2014 - Dec 2014
    • Dubai, United Arab Emirates

    Managed all documentation regarding vehicle registration and driving licenses, including transfers, renewals, and replacements, resulting in a 20% decrease in processing time.Provided comprehensive information on Dubai Transport services (Bus, Metro, and Marine), leading to a 30% increase in customer inquiries resolved on the first contact.Efficiently handled and documented customer complaints/requests in the CRM system under appropriate categories, resulting in a 25% improvement in resolution time.