Anisa warsame

Etisalat Customer Care Center Customer Care Representative

•Receives calls, which are with limited response adaptation required.
•Navigate multiple screens while maintaining conversation with customer
•Possess a thorough knowledge of the client's products and can provide detailed information to customers.

•Fluency in responding to common questions asked by the customers
•Utilizes prescribed quality call handling processes.
•Required to meet specific performance standard.
•Answers customer questions using formatted screens, scripts and procedures.

•300 calls per 8 hour shift, achieving the benchmark.
•90%+ scoring on quality by Quality Assurance department throughout the career.

•Assessed customer needs and attempted 20% calls/day for promotion of products and services.

•Trouble-shooter problems related to the products and services (Cellular & Network complaints, Overcharging complaints etc).

•Provided timely and constructive assistance to all customers
•Working in different section in side ETISALAT Care Center that support Different

•Departments and Campaigns’ which gives more experience and information

•Working in ECS section (external costumer service) which support several governments and authorities
•Such as the following Governments:

1- Abu Dhabi E-Government. (800 555)

Under Abu Dhabi E-government there were also several authorities and government I used to be their own customer service representative such as:

 Abu Dhabi Chamber of Commerce & Industry (ADCCI)
 Abu Dhabi Council for Economic Development (ADCED)
 Abu Dhabi Food Control Authority (ADFCA)
 Abu Dhabi Customs Administration (ADCA)
And so much other authorities……


2. Emirates Identity Authority ( EIDA)

 Following up the transactions
 Providing the customer with all the info and rules
 Dealing with customer complaints


3.SHARJAH Transport.

 Follow up on complaints,
 Suggestions in addition to different inquiries cases prior to sending the same to SHARJAH Transport immediately.
 Handling calls as per quality assurance roles besides functioning.

4. Sharjah Commerce and Tourism Development

 Guiding the customer to the locations using the map.
 Updating the customer with all the activities and the festivals that held in SHARJAH

5. Dubai E-Government ( Ask Dubai 700040000 )

 Under DUBAI E-government there were also several authorities and government I used to be their own customer service representative such as:

 Department of Economic Development
 Department of Economic Development
 Department of Tourism and Commerce Marketing
 Dubai Courts
 Dubai Courts
 Dubai Health Authority
 Dubai Police
 Dubai Municipality
And so much other authorities

Customer Sales Representative

• Assisting in day-to-day operations, business and personnel activities of retail outlets in designated region

• Assisting in Maintaining excellence in store details and customer service

• Maintaining and assisting in store inventory and accuracy


• Supporting the sales department by hitting the set sales targets weekly/monthly

• Communicating and offering advice to customers and clients

• Dealing with customer complaints

• Monitoring and updating sales display areas

• 220 calls per 8 hour shift, achieving the benchmark.

• 90%+ scoring on quality by Quality Assurance department throughout the career.

• Assessed customer needs and attempted 20% calls/day for promotion of products and services.

• Trouble-shooter problems related to the products and services (Cellular & Network complaints, Overcharging complaints etc).

• Provided timely and constructive assistance to all customers.

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Senior Assistant/Workforce Management:

• During the period of my appointment my responsibilities working side by side with a Canadian team include, but are not limited, to the following:

• Schedules, volunteers’ assignments, and team assignments are accurate.

• Providing the Management and Operation with Daily, Weekly, Monthly & Quarterly attendance and Punctuality Reports.

• Tracking staff attendance using Hyperion Reports, ensure employee timecards are properly updated with Over Time, Leaves & Releases in order to ensure the reliability of time and attendance data and review for accuracy and completeness

Executive assistance / secretary

• Answer a high volume of calls and maintain a rapid response rate according to agreed standards.

• Manage and coordinate the daily office diary, hotel bookings of clients / investors and Managing Partner, diary / travel arrangements of Managing Partner, meetings and appointments of the Managing Partner and the Commercial Team Department.

• Provide sales support to the sales team such as following up sales transaction to the clients, maintaining proper documentation and paper works.

• Manage and maintain the lead data base and produce all daily, weekly and monthly reports required by the Managing Partner.

• Distribute internet leads and enquiries as and when appropriate.

• Coordinate administration of property sales, ensuring that all contracts / documents are properly signed and those funds are disbursed as and when required.

• Prepare documents such as: Memorandum of Understanding, Representation Contracts, Reservation Contracts, and Purchase Agreements, as and when required.

• Dealing and finishing all kinds of company’s transaction.

• Managing and preparing meetings for clients

• Communicating and dealing with companies to finish the contracts

• Achieving the sales target.

• Targeting potential clients and establishing contacts with them in order to know their short and long-term requirements.

• Closing deals with the defined price structure.

• Maintaining business correspondence with clients.

• Keeping good contact with the existing clients to satisfy their requirements in acceptable time frames.

• Ensuring that best service in relation to Sales and Marketing is provided to clients by the company.

• Gathering market and customer information.

• Launching of new products / services.

• Preparing offers, tenders and all applicable documentation.

• Monitoring and analyzing of all sales activities, reporting and maintaining sales files.