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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, 11 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

Team Coordination

Expert

Communication

Expert

Problem Solving

Expert

CUSTOMER SERVICE

Intermediate

INTERPERSONAL COMMUNICATIONS

Intermediate

EMPLOYEE RETENTION

Intermediate

SALESFORCE

Intermediate

CUSTOMER RELATIONSHIP MANAGEMENT

Intermediate

FORGING

Intermediate

EMAIL PROCESSING

Intermediate

COLD CALLING

Intermediate

CONFLICT RESOLUTION

Intermediate

ESCALATION MANAGEMENT

Intermediate

escalation

Expert

CRM

Expert

Ticket Management

Expert

Call handling

Expert

inbound & Outbound Calls

Expert

Chat Support

Expert

e-mail support

Expert

Data Entry

Expert

Multilingual

Expert

bilingual

Expert

CUSTOMER EXPERIENCE STRATEGY CX

Intermediate

COMPUTER SECURITY AWARENESS TRAINING

Intermediate

EMAIL MANAGEMENT

Intermediate

ONLINE COMMUNICATION

Intermediate

REAL ESTATE

Intermediate

SERVICE LEVEL MANAGEMENT

Intermediate

UPSELLING

Intermediate

WHATSAPP

Intermediate

Languages

English

Beginner

Hindi

Beginner

Arabic

Beginner

Swahili

Beginner