Ola El Shekh

• Listen to customer problems, objections and concerns, offer tailored solutions.
• Keep product knowledge up-to-date by attending regular training sessions.
• Follow-up on prospective business opportunities and new clients to retain and
expand client base.
• Maintain close and regular contact with assigned clients to nurture long-term
relationships.
• Handle cash and card payments with precision, maintaining customer
confidentiality and discretion throughout.
◦ Reach maximum level of Customer Service by using provided tools such as ICM,
NTS, Infohub, CBCM, QMS
◦ Promote Customer loyalty by using e& more application and smiles App
◦
Achievening 150% of the sales target at many segments
◦ Reaching to Customer Satisfaction to achieve NPS Score
◦ Increasing Client retention by 15%
◦ Resolved an average of 50+ Customer issues

• Client: Al-Futtaim Retail (Multiple Brands) - Role: Resolution Agent
• Proactively managed customer service requests, updating service software with
crucial customer and case details to ensure a seamless service experience.
• Efficiently clarified customer issues to identify the root cause, resolving product
or service complaints to enhance customer satisfaction.
• Successfully escalated critical customer issues to relevant stakeholders,
minimizing revenue loss and significantly improving the customer experience.
• Delivered comprehensive on-the-job training to team members across multiple
brands, enhancing team efficiency and product knowledge.
• Provided customers with detailed product information and policies upon request,
ensuring they received accurate and helpful guidance.
• Investigated and resolved customer complaints or inquiries quickly and
empathetically, offering clear explanations and solutions.
•
Acted as a vital liaison between customers and internal departments (e.g., tech,
billing, shipping), ensuring smooth communication and effective problem
resolution.
• Maintained meticulous records of customer interactions, actions taken, and
outcomes, using these insights to identify and escalate recurring problems for
systemic improvements.
• Proposed process enhancements based on customer feedback, contributing to
continuous improvement in service delivery.
• Ensured customer satisfaction by providing updates and timelines during
ongoing investigations and aligning resolutions with company policies and
procedures.
• Exhibited patience and emotional intelligence in every customer interaction,
backed by a familiarity with CRM software (CRM Software, CEM, ARTIC, Shopify,
JIRA, SAP) and exceptional time management and multitasking abilities.