مها العشري

• Supervised daily operations of the customer service team to ensure high-quality service delivery.
• Monitored performance metrics and provided coaching to improve team productivity and service standards.
• Handled complex customer inquiries and escalations with professionalism and efficiency.
• Developed and implemented customer service policies, procedures, and standards.
• Conducted regular training sessions to enhance staff skills and product knowledge.
• Analyzed customer feedback and service data to identify areas for improvement.
• Ensured timely and accurate resolution of customer issues in line with company standards.
• Collaborated with other departments to streamline processes and improve the customer experience.
• Prepared reports for senior management on customer satisfaction, service trends, and team performance.
• Maintained a strong focus on achieving KPIs and service-level agreements (SLAs).

• Act as the primary point of contact for customers visiting the showroom or service center, ensuring a professional and friendly experience.
• Greet and direct customers to the appropriate department (Sales, Service, Finance, etc.) while maintaining a high standard of customer care.
• Coordinate daily showroom operations in collaboration with the sales and service teams to ensure smooth workflow and client satisfaction.
• Manage appointment scheduling, test drive bookings, and vehicle delivery timelines.
• Prepare and maintain accurate documentation for vehicle sales, deliveries, and service follow-ups.
• Update customer data and delivery status in the internal CRM or portal system as per company standards.
• Generate reports on showroom traffic, customer inquiries, vehicle demos, and handovers for management review.
• Ensure proper inspection and documentation of vehicle condition prior to delivery or demonstration.
• Handle customer complaints or queries promptly and escalate issues when necessary to ensure resolution.

• Acted as the primary liaison between the manager and all internal/external stakeholders, ensuring efficient communication and task delegation.
• Resolved operational challenges by analyzing information, identifying solutions, and executing corrective actions.
• Deputized for the manager, made informed decisions, and assigned responsibilities to staff when necessary.
• Ensured compliance with corporate policies and all UAE legal and regulatory requirements.
• Tracked and renewed commercial licenses and other regulatory documents issued by the municipality.
• Managed HR functions, including coordination of PRO activities (visas, onboarding, medical insurance, etc.).
• Developed and maintained comprehensive office systems, filing structures, and data management protocols.
• Organized executive schedules, managed diaries, and arranged internal and external meetings.
• Oversaw day-to-day secretarial and administrative operations, ensuring smooth office workflows.
• Arranged travel bookings, including flights, accommodations, and itineraries.
• Prepared purchase requisitions and Local Purchase Orders (LPOs); coordinated with vendors.
• Handled petty cash management and conducted all necessary banking transactions.
• Processed employee payroll and managed WPS transfers between accounts.
• Utilized Peachtree accounting software for bookkeeping and financial reporting.

• Handled all inbound and outbound calls with professionalism and courteous communication, ensuring a high standard of service.
• Anticipated customer needs and executed service requests promptly and efficiently.
• Responded to customer emails and Outlook correspondence in a timely and accurate manner.
• Drafted customer letters, memos, and formal communications as required.
• Assisted in coordinating and supporting the launch of new products and services.
• Prepared customer satisfaction reports to support continuous improvement efforts.
• Maintained proper documentation and reporting for the Service Manager.
• Ensured all interactions aligned with company service standards to enhance customer experience and satisfaction.

Key Responsibilities: o Arrange statement of account for the customers. o Open new current accounts o Make credit card & check book. o Data entry for any transfer or change in account. o Prepare the Petty Cash Claim. o Check invoices. o Check all bounced checks. o Check Stock Receipt Vouchers. o Trained as an assistant teller.