Mohamed Alimin

• Deliver seamless customer support across Dubai golf facilities and partner restaurants, resolving issues quickly via phone, chat, and email.
• Manage reservations, online bookings, and guest inquiries while maintaining high service standards.
• Coordinate with operations and service teams to escalate customer issues and address VIP requests, enhancing guest flow in a luxury environment and reducing resolution time by 20%.
• Maintain accurate records of customer interactions while ensuring data confidentiality and supporting revenue-generating app promotions.
• Utilize HubSpot and Sprinklr to track interactions and monitor performance, improving response time and service efficiency by 15%.
• Test Viya application features, troubleshoot issues, identify bugs, and report them via Jira, improving system performance and user experience.
• Review and analyze customer journey flows within the Viya app to identify friction points and develop targeted knowledge base content that improves user experience and minimizes support tickets.

• Managed eCommerce operations using Shopware, including product listings, order processing, and store administration.
• Managed end-to-end order lifecycle (orders, refunds, returns, payments, delivery coordination), maintaining 98% customer satisfaction.
• Delivered timely and accurate communication on orders and refunds, consistently achieving 98% CSAT across 9, 000+ monthly marketplace orders.
• Analyzed sales trends and generated performance reports to drive data-informed decisions and improve order fulfillment efficiency.
• Monitored shipments and resolved delivery delays through proactive communication with customers and internal teams, minimizing disruptions.
• Operate effectively in fast-paced environments, demonstrating multitasking, teamwork, and attention to detail.

• Managed client accounts using Zoho CRM, maintaining 99% data accuracy, showcasing my attention to detail and customer-centric approach.
• Resolved 95% of customer issues independently through strong interpersonal and communication skills, increasing customer satisfaction by 20%.
• Strictly adhered to SOPs and SLAs to maintain service quality and operational efficiency in a high-volume call center.
• Assisted customers with order placement, tracking, and updates, ensuring transaction accuracy.
• Handled 120+ daily inquiries while maintaining KPI targets (AHT, FCR, CSAT)
• Provided administrative support, including reporting, data entry, and correspondence management.

• Increased sales by identifying customer needs and delivering tailored solutions.
• Achieved monthly sales targets for 11 consecutive months through cold calling and client engagement.
• Converted 40% of leads into customers, contributing to 10% growth in customer base.
• Utilized CRM tools to manage accounts and track performance, improving client satisfaction by 20%.
• Maintained a high-volume sales pipeline, handling 80+ outbound calls daily while updating CRM records and tracking lead progress.