Customer Care
Virgin Mobile UAE
Total years of experience :4 years, 7 Months
• Handling large volume of chats on daily basis
• Handling calls from Virgin mobile store promoters throughout UAE
• Providing technical support to customers
• Upselling products to customers in case of new ones are available
• Troubleshooting, investigating customer issues
• Handling customer complaints
• Managing customer accounts and maintaining accurate records
• Escalating issues to proper departments
• Updating customer's account information
• Adhering to all of company's policies and procedures
• Building lasting relationships with customers and ensuring they feel
supported and valued
Distribution Center Clerk and sales agent
• Omnichannel customer resolution management (Phone, Web, Chat, In-Person)
• Fulfilled orders and inventory or the company on weekly basis
• Played role as sales representative(B2B), calling prospects on the phone
• Worked with different couriers including DHL in Madagascar
• Managed Invoices and payments of customers
• Responsible for Distribution Center/Store opening and closing
• Managed B2B & B2C relationships/orders across the entire country
• scheduled appointments for clients and manager meetings, prepared reports, and maintained databases
• Full cycle inventory management (stock count, system reconciliation, distribution)
• Logistics management - Tracking/preparing/billing/shipping orders via courier
• Coached/Educated B2B customers how to best use online ordering systems
Customer Care Agent & Moderator(call center)
• Outbound & Inbound Omnichannel Customer Resolution (call, chat, email)
• Average shift = 240 emails, 15 calls, and large volume of chats
• Detected Fraud using a host of online and proprietary tools
• Solved customer issues in fast-paced environment
• Achieved performance targets and followed company policies
• Proactive customer delight follow up
• Continuous learning of new technology solutions
Team Leader (Led a team of 10)
• Drove daily/monthly team results via targeted goal setting and achievement process.
• 3rd Party Sellers - Processing, verifying, educating.
• Helped process the orders and delivery for customers
• Provided greater-than-expected customer experience
• Managed customer accounts and maintained accurate records
• Worked with multiple departments, especially technical and courier departments.
I am still pursuing this education and I am on my 2nd year.