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تم إلغاء حظر المستخدم بنجاح
Michelyene Yousef, Customer Care – Team Leader

Michelyene Yousef

Customer Care – Team Leader·Chalhoub Group

الإمارات العربية المتحدة

دبلوم, Culinary Arts

الخبرة العملية

مجموع سنوات الخبرة: 12 سنوات, 4 أشهر

Customer Care – Team Leader

أغسطس 2019 - حتى الآن

Chalhoub Group

دبي، الإمارات العربية المتحدة

أغسطس 2019 - حتى الآن

Chalhoub group
Chalhoub Group is a leading partner for luxury across the Middle East for over 60 years. By blending the Middle East expertise, deep understanding of the local customer and intimate knowledge of luxury, they are dedicated to making every customer experience unforgettable.
• Managed high-end brands such as Dior Couture, Parfums Christian Dior, D&G, Christian Louboutin, Chanel beauty
• Create better modes of operations to make customer care easier for both team members and customers
• Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction
• 50% of the time is spent observing the performance of team members and listen to their calls through a call recorder to identify their strengths and weaknesses and therefore provide coaching and training if necessary.
• Deal with the most difficult customers in a quick, willing, and professional manner, aiming to turn negative situations into a positive outcomes and using available resources to solve problems.
• Identify ways to personalize the experience of every customer, whenever possible.
• Ensuring that set daily KPIs of the team are met such as GOS, ACR, FTR along with CSAT is always at 4 or higher.

مجال الشركة:
البيع بالتجزئة وبالجملة
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

Client Relationship Specialist

نوفمبر 2017 - يوليو 2019

The Luxury Closet

دبي، الإمارات العربية المتحدة

نوفمبر 2017 - يوليو 2019

The Luxury Closet is GCC's leading Dubai-based luxury marketplace to buy and sell authentic designer items like handbags, clothes, watches, and jewelry. Backed by investors like Middle East Venture Partners, Wamda Capital, Two Four 54 - Abu Dhabi and Dubai Silicon Oasis Authority.

• Managed VIP sellers of luxurious products.
• Achieved client relationship targets and KPI’s as set by the direct manager.
• Provide clients with excellent experience and facilitate client retention by building strong customer relationships.
• Identify and resolve every customer service inquiry or problem occurring after-sales by communicating proactively with customers.
• Work closely with merchandising team to fulfill clients’ needs with the budget allocated to achieve sales target.

مجال الشركة:
الساعات والسلع الفاخرة
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

Client Service Executive

فبراير 2014 - نوفمبر 2017

Santia Consulting Services FZ-LLC

دبي، الإمارات العربية المتحدة

وجدت هذه الوظيفة عبر بيت.كوم

فبراير 2014 - نوفمبر 2017

Santia Consulting are one of the world’s largest corporate risk management companies, specializing in health & safety, quality and environmental consultancy and training. Clients include Dubai Municipality, Dubai Creative Clusters, Dubai Sports City, Knowledge & Human Development Authority, Road Traffic Authority, various Government Universities including UAEU & AURAK, Mubadala, Musanada, Jumeirah Group, Shell & Petrofac.

• Greeting clients courteously and professionally with a pleasing personality while Attending to their requirements diligently.

• Resolved customer complaints by investigating problems; developing solutions; preparing reports; making recommendations to the management.

• answering, screening, and forwarding incoming phone calls in a courteous and professional manner.

• Responsible for issuing invoices, inputting purchase orders and new supply forms for a large-scale organization.

• Responsible for maintaining databases, responsible for setting up the company’s social media page.

• Listened to customer needs and preferences to provide accurate advice.

• Delivered exceptional customer services to strengthen customer loyalty.

• Supported the telesales team in back-office activities with customers.

مجال الشركة:
مراكز التدريب والتعليم
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

التعليم

Institute of Hotels and Tourism

يناير 2013

يناير 2013

دبلوم، Culinary Arts

سوريا

Skills

Lead Generation
Expert
Lead Generation
Expert
Negotiation
Expert
Negotiation
Expert
Listening Skills
Expert
Listening Skills
Expert
Fast Learning
Expert
Fast Learning
Expert
Microsoft Office
Expert
Microsoft Office
Expert
Maintaining a great client relationship
Intermediate
Maintaining a great client relationship
Intermediate
Account Management
Intermediate
Account Management
Intermediate
Lead Generation
Expert
Lead Generation
Expert
Negotiation
Expert
Negotiation
Expert
Listening Skills
Expert
Listening Skills
Expert
Fast Learning
Expert
Fast Learning
Expert
Microsoft Office
Expert
Microsoft Office
Expert

اللغات

الانجليزية
متمرّس
العربية
اللغة الأم

الهوايات

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