Francis Xavier Joseph

• Serve as the primary point of contact for students and clients, handling inquiries,
registrations, and service-related concerns.
• Coordinate class schedules, instructor assignments, and maintain accurate
administrative documentation.
• Proactively resolve customer issues with professionalism and empathy to ensure
satisfaction and retention.
• Utilize CRM tools to track customer interactions, feedback, and course progress for
improved service delivery.
• Support continuous service improvements by collaborating with the admin and training
teams.

• Delivered exceptional customer service by resolving inquiries, complaints, and
logistics-related issues across various communication channels, ensuring customer
satisfaction and loyalty.
• Conducted regular internal audits on shipment processes, delivery timelines, and
compliance standards, identifying areas for operational improvement.
• Collaborated closely with cross-functional teams including warehouse, delivery, and
finance to streamline service quality and minimize delays or discrepancies.
• Monitored and analysed customer feedback, generating reports and KPIs to inform
management decisions and enhance service standards.
• Led training sessions for new customer service staff, promoting consistency in
customer handling and adherence to company protocols.
• Implemented corrective actions based on audit findings, improving process
accuracy and reducing recurring issues by 20%.
• Ensured compliance with UAE logistics regulations and J&T Express quality control
policies.

• Delivered exceptional customer service to international and local travellers at Dubai Duty
Free, representing Du telecom products and services in a fast-paced retail environment.
• Processed daily sales transactions including cash, card, and digital payments, ensuring
accuracy and compliance with company financial procedures.
• Advised customers on mobile plans, SIM cards, data packages, and device offerings,
consistently meeting sales and service targets.
• Resolved customer queries and complaints efficiently, maintaining a high standard of service
quality in line with Du and Axiom Telecom guidelines.
• Managed daily cash reconciliation and prepared sales reports for finance and audit purposes.
• Maintained a clean, organized, and well-stocked retail counter to ensure smooth daily
operations and excellent customer experience.
• Collaborated with Duty Free and Axiom teams to support promotional activities and
inventory management.

• Managed front desk operations, including guest check-in/check-out, reservations, and
handling guest inquiries in a courteous and efficient manner.
• Operated the hotels telephone switchboard, routing internal and external calls promptly
and professionally.
• Assisted guests with room bookings, concierge services, and local information, ensuring a
pleasant and seamless guest experience.
• Coordinated with housekeeping, maintenance, and other departments to address guest
requests and special requirements in a timely fashion.