Senior Customer Service Executive
DUBAI BANK
Total years of experience :11 years, 1 Months
2011-2013 DUBAI BANK
Senior Customer Service Executive
➢ Handling with care the Royal customer's line where in HNW clients are carefully supported and provided assistance.
➢ Conduct training sessions to new joiners and support them in enhancing their skills
➢ Managing complaints & frustrated customers and resolve their issues professionally
➢ Monitoring the online queries & requests and ensuring closures of all incidents.
➢ Update the existing databases with changes and the status of each customer
➢ Analyze the various parts of a problem properly and develop logical solutions
2010 - 2011: NAZIH TRADING CO. L.L.C. (DUBAI BRANCH)
Showroom in Charge
Responsible for creating a competitive and profitable work environment within the section, maximize sales, minimizing cost and achieving the section's business objectives. Accountable for successfully implementing and maintaining the showroom's as well as the company's policies and procedures in relation to retail turnover, stocking, customer service, human resources, staff performance, purchasing, marketing, training and development.
Brief Description of Function: ➢ Implementing, driving and achieving the department targets.
➢ Ensures that the Highest Standards of customer service are consistently maintained in line with company's objectives and exists in section.
➢ Promotes new sales techniques, through product knowledge, new launches, promotions etc.
➢ Ensures that complaints are professionally and diplomatically dealt with in accordance with Company procedures.
➢ Conducts Performance Review and Performance Appraisal for the sales staff and merchandisers and recommend specific actions.
➢ Ensures that all daily, weekly and monthly section related paperwork is accurately completed, including Daily Sales Reports, commission report, and stock on hand reports.
2007-2009 DUBAI BANK
Customer Service Representative
➢ Interact with customers over the phone to understand their banking needs.
➢ Provide excellent customer service to achieve customer loyalty.
➢ Resolve problems over the telephone on the spot.
➢ Convert sales opportunities (Direct sales & cross selling) in order to achieve the financial targets.
➢ Capture & report customer feedback towards continual product development.
➢ Managing customer related issues & focusing on customer satisfaction as a first priority.
2003-2006 LEBANESE INSURANCE COMPANY (S.A.L)
Underwriter in Motor Department
➢ Issuing, renewing & adjusting policies.
➢ Telemarketing & handling customers' inquiries.
➢ Manage the documentation and records
➢ Handling fleet policies for various group of companies
➢ Ensure sustainability and growth in the portfolio, through prudent risk assessment and underwriting measures
➢ Manage the documentation and records. Ensure timely and accurate preparation and delivery of certificates, policies and endorsements in compliance with the prescribed policies and guidelines of the company in order to serve customers efficiently
➢ Prepare, coordinate and ensure timely submission of Management reports in order to provide the operational data for Management information and facilitate decision making.
➢ Attend to customer complaints and ensure fair solutions within the company guidelines.
➢ Periodical review of premium rates and the underwriting guidelines in the light of the prevailing market conditions as well as performance of the Portfolio to ensure continuous enhancement of the Department's profitability
2002-2003 SEA SANDS SHIPPNG C.O
Export & Logistics coordinator
➢ Responding to customers or shippers questions or in some cases complaints.
➢ Providing routing information and issuing shipping instructions to ensure deliveries arrive on time and to their correct location.
➢ Responsible for tracking of goods to destination ensuring any problems that may arise are resolved so as to avoid delays.
➢ Responsible for the preparation of quotes for customers, which will involve examining products or materials to estimate quantities or weight and type of container required for storage or transport.
➢ Responsible for monitoring deliveries, ensuring customer satisfaction and maintaining accurate logs of all transportation and goods.
2000-2001 Secondary School-Modern School-Lebanon