Experience

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  Emerging Technologies

  • United Arab Emirates
  • Telecommunications
  • 1 - 100 Employee

  • Client Support Officer

    • Dec 2016 - Oct 2017

     Address, follow-up and resolve customer complaints. Build, compile and further escalate dispute cases. Update application status and convert rejected applications to re-submissions. Accountable to handle direct complaints from Etisalat. Deputise for the Client Support Manager in their absence. Provide effective administrative and complaints support to colleagues & managers to facilitate efficient operations within the office. Perform quality checks of all email correspondence sent out by junior staff. Analyze fraudulent activities and forward for amount recovery, wherever applicable. Last level query solving. Provide training and orientation for new staff. Team monitoring and task distribution. Monthly MIS reporting. Maintaining Etisalat Devices Inventory. Multi-level coordination.

  • Business Telecom Supervisor (Tele-Sales)

    • Jul 2016 - Nov 2016

     Monitored team working and ensured achievement of service level metrics. Developed new business by generating sales leads. Reviewed work of Telesales team and evaluated productivity of individual sales person. Planned and developed marketing activities. Maintained good relationships with customers with help of emails and telephone. Managed working of staff and ensured achievement of individual and company goals. Analyzed and maintained database records and prepared reports for same.

  • Business Telecom Consultant (Tele-sales)

    • Feb 2016 - Jun 2016

     Perform cold calling to prospective clients. Contact company owners and advertise services. Interview clients to determine what kinds of services they are seeking. Communicated effectively with customers to extend subscription renewal offers and attract new business. Compile and maintain records of customers for future reference. Monitoring the progress of sale. Timely follow-up with Processing & Client Care Teams with regards to closure of sale. Create and cultivate relationships with clients for future transactions.

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  Coral Shore Real Estate Brokers

  • Dubai

  • HR Administrator

    • Nov 2013 - Jun 2015
    • Dubai

     Office administration and account management. Coordinating recruitment. Sourcing, shortlisting and conducting preliminary telephonic interviews. Scheduling interviews and on-boarding of candidates. Coordinating the probation review of employees. Maintaining employee records and payroll. Re...

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  Emirates Airlines

  • United Arab Emirates
  • Airlines and Aviation
  • 700 & Above Employee

  • Senior Business Support Agent-Skywards

    • Jun 2009 - Jun 2012

     Review incoming correspondence in order to determine their significance and plan their distribution. Investigate action and respond directly to members via mail, fax, e-mail on inquiries. These including but are not limited to, profile updates, retroactive credit requests, complaint letters, programme and partner information. Maintain records of correspondence flowing in and moving out. Manage multiple projects with competing priorities and deadlines. Empowered to make exceptions to rules and give settlement compensation to meet customer needs while ensuring limited cost to the Company. A range of compensation levels are set out by the Team Leader. Coordinate with management teams and personnel to clarify and identify areas of concern, preferred methods of service, and desired outcomes. Liaison with partners on rejected data, investigating and ensuring member's accounts are accurately updated. Process legal documents required as a result of marriage, divorce and deceased members. Identify any fraudulent activity, and bring to the attention of the team leader.  Provide a Help Desk system wide to give direction and guidance on system and programme issues. This person must be a Subject Matter Expert. Analyzing statistics or other data to determine the level of customer service the team is providing. Deputise for the Business Support Team Leader in their absence providing help and support to junior team members and assist in coaching and development activities. Quality assurance by reviewing outgoing correspondence, for procedural and grammatical accuracy, conformance to general policy and factual correctness.  Stay fully knowledgeable on all aspects of the Skywards programme.

  • Call Centre Agent - Skywards

    • Oct 2007 - May 2009

     Providing help and advice to customers regarding issues related to their air miles. Handle queries independently from Gold/Silver members including reservations, award booking/ticketing and CLP system and programme support. Build a one to one relationship with our Gold members who will result in increased revenue and loyalty.  Responsible for the delivery of a Concierge service for our Gold members, which will assist customers with any request, i.e. service failures world-wide, post and pre trip information. This position will be required to maintain and build a liaison with outside service providers.  Understanding the member requirements, coordinating for customer satisfaction and for the improvement of the business. Producing written information for customers, involving use of computer packages/software.

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  Belhasa Driving Center

  • Dubai

  • Customer Service Officer

    • Jan 2006 - Sep 2007
    • Dubai

     Help Customer in starting their classes, giving test dates, preparing salary sheets for instructors, making their schedules. Data Entry. Training new staff's and auditing their performance. Making monthly revenue report with their presentation.  Preparation of international driving lice...