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Awab Elias, Customer Service Representative

Awab Elias

Customer Service Representative·Juma Al Majid Holding Group

United Arab Emirates

Bachelor's degree, International Business

Work experience

Total years of experience: 3 years, 10 months

Customer Service Representative

November 2025 - Present

Juma Al Majid Holding Group

Dubai, United Arab Emirates

November 2025 - Present

• Managed 50-75 inbound and outbound customer interactions daily
across automotive, facility management, and outbound survey
projects.
• Utilized Genesys Cloud, Otolink, Shell Dispatch, and MS LISTSS to
manage customer interactions, dispatching, and reporting workflows.
• Supported facility management operations for 100+ residential
buildings and EHS hospitals across Dubai and Sharjah.
• Ranked within the top performance percentile for AHT and call wrap
up scores and received Agent of the Month recognition 3 consecutive
times.
Company industry:
Automotive Dealership & Distributor

Customer Experience & CRM Operations

December 2023 - January 2025

Tranquil Boutique Holiday Homes

Dubai, United Arab Emirates

December 2023 - January 2025

Managed 50+ daily omnichannel interactions via calls, WhatsApp, email, and OTA platforms, sustaining sub-3-min response SLAs consistently.
• Sustained 90%+ FCR by resolving customer issues on first contact, cutting repeat call volume by ~15%.
• Drove a 30% uplift in ancillary revenue via targeted upselling and cross-selling on 50+ daily guest interactions..
• Achieved a 25% conversion rate through outbound outreach and customer engagement campaigns.
• Exceeded KPI targets with 120%+ performance scores across CSAT, sales, and service quality
Company industry:
Hospitality & Accomodation

Passenger Services Agent | Customer Support

January 2020 - January 2022

Khartoum International Airport

Khartoum, Sudan

January 2020 - January 2022

• Processed 100+ daily passenger check-ins and boarding operations, maintaining on-time departure targets and zero escalation incidents per shift.
• Delivered premium support for VIP passengers, unaccompanied minors, and PRM travelers per IATA and airline service standards, ensuring zero protocol breaches.
• Handled inbound passenger inquiries via phone and email, achieving consistent CSAT scores and first-contact resolution for routine flight queries.
• Trained 5+ new agents on Emirates and Marhaba service protocols, reducing onboarding time by ~20% and improving team consistency in first-contact quality
Company industry:
Airlines

Education

University of Garden City

January 2021

January 2021

Bachelor's degree, International Business

Sudan

Skills

Time Managment
Expert
Time Managment
Expert
Team Coordination
Expert
Team Coordination
Expert
Communication
Expert
Communication
Expert
Problem Solving
Expert
Problem Solving
Expert
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
INTERPERSONAL COMMUNICATIONS
Intermediate
INTERPERSONAL COMMUNICATIONS
Intermediate
EMPLOYEE RETENTION
Intermediate
EMPLOYEE RETENTION
Intermediate
SALESFORCE
Intermediate
SALESFORCE
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
FORGING
Intermediate
FORGING
Intermediate
EMAIL PROCESSING
Intermediate
EMAIL PROCESSING
Intermediate
COLD CALLING
Intermediate
COLD CALLING
Intermediate
CONFLICT RESOLUTION
Intermediate
CONFLICT RESOLUTION
Intermediate
ESCALATION MANAGEMENT
Intermediate
ESCALATION MANAGEMENT
Intermediate
escalation
Expert
escalation
Expert
CRM
Expert
CRM
Expert
Ticket Management
Expert
Ticket Management
Expert
Call handling
Expert
Call handling
Expert
inbound & Outbound Calls
Expert
inbound & Outbound Calls
Expert
Chat Support
Expert
Chat Support
Expert
e-mail support
Expert
e-mail support
Expert
Data Entry
Expert
Data Entry
Expert
Multilingual
Expert
Multilingual
Expert
bilingual
Expert
bilingual
Expert
CUSTOMER EXPERIENCE STRATEGY CX
Intermediate
CUSTOMER EXPERIENCE STRATEGY CX
Intermediate
COMPUTER SECURITY AWARENESS TRAINING
Intermediate
COMPUTER SECURITY AWARENESS TRAINING
Intermediate
EMAIL MANAGEMENT
Intermediate
EMAIL MANAGEMENT
Intermediate
ONLINE COMMUNICATION
Intermediate
ONLINE COMMUNICATION
Intermediate
REAL ESTATE
Intermediate
REAL ESTATE
Intermediate
SERVICE LEVEL MANAGEMENT
Intermediate
SERVICE LEVEL MANAGEMENT
Intermediate
UPSELLING
Intermediate
UPSELLING
Intermediate
WHATSAPP
Intermediate
WHATSAPP
Intermediate

Languages

English
Beginner
Hindi
Beginner
Arabic
Beginner
Swahili
Beginner