Customer Care Specialist – Supervisor
Sun & Sand Sports
Total years of experience :9 years, 0 Months
- Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and
efficiently
− Developed a reputation as an efficient service provider with high levels of accuracy
− Handled high-volume daily paperwork and cooperated with the accounting departments regarding invoicing and
shipping problems
− Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving
problems on the spot
− Effectively communicated with and supported sales, marketing, and administrative teams on a daily basis
− Asked open-ended questions to assess customer needs
− Provided an elevated customer experience to generate a loyal clientele
− Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve
customer satisfaction rates
− Provided an incentive to increase productivity by offering employees awards for best customer service
− Referred unresolved customer grievances to designated departments for further investigation
− Gathered and verified all required customer information for tracking purposes
− Met or exceeded service and quality standards during every review period
− Managed to oversee employees-customer calls effectively and efficiently in a complex, fast-paced and
challenging call center environment
− Acted professionally and patiently when addressing negative customer feedback
− Identified chronic customer issues by creating and maintaining customer complaint log
− Authorized refunds and compensation claim from customers and reported them accurately to the Customer Care
Manager & Finance team
− Monitored team’s attendance, conduct, and daily performance - proactively addressing concerns in a timely and
appropriate manner
− Planned and organized team monthly schedule
− Organized and disturbing daily tasks for the employees
− Provided support, mentorship, and coaching to Customer Care Representatives
− Made certain that the End of Day summary reports are completed to ensure visibility of team performance, customer behavior, feedback patterns and proactively identify and act on issues as they arise
− Assisted the CEO in managing all aspects of his role and supported in furthering the objectives of the agency − Managed the daily activities of the CEO to ensure time is effectively planned and scheduled to meet the requirements of the agency and clients
− Prioritized and responded to all written correspondences and phone calls for the CEO
− Managed the diary of the CEO such as scheduling appointments, preparing a schedule for following day detailing the client, time and location of all appointments
− Handled complex local and international travel arrangements, from searching for and booking flights and hotels to coordinating networking meetings
− Organized and attended meetings, including compiling all documents and reports ahead of time
− Handled all incoming information requests for several busy executives
− Managed and reviewed the filing and office systems
− Wrote reports and executive summaries
− Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
− Created and maintained an organized database to develop promotional sales
− Attended conferences and industry events to touch base with potential clients
− Created promotional and presentation materials
− Executed initiatives to reach the target audience through appropriate channels (social media, e-mail, etc.)
Built and executed social media strategy for eCommerce industry company through competitive research,
platform determination, benchmarking, messaging and audience identification Assistance in generating, editing,
publishing ads
− shared the daily media content
− Set up and optimized the company pages within each platform to increase the visibility of the company’s
marketing and social media content
− Collaborated with other departments (customer relations, sales) to manage reputation, identify key players and
coordinate actions
− Directed client management and correspondence, office management
− Promoted in the company within the first year of employment from Social Media Executive to a Customer Insight
− Edited the movies and revised the content before presenting them to the UAE Festival
− Supported administrative and e-mail correspondence
− Scheduled drafts
− Translated Scripts from Arabic to English and Vice Versa − Time Management and coordination
- Operated on Check-in/Boarding gates and Transfer desk document checking - visa verification and related administrative duties for obtaining clearance for the transport of company customers to countries within the Emirates airline network − Problem-solving, customer care, and reporting
− Followed standard operational procedures (SOP) and international immigration rules and safety regulations
− Worked on MACS and MARS systems for Dubai Airports − Worked overtime as needed
- Practical Training Program
− Worked with cash flows, currency exchange, preparation of reports
− Fully adhered to the safety requirements of the UAE Central Bank and Dubai Islamic Bank in particular
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