Rasha Alarifie

• Conducted on-site interviews with exhibitor
delegates, contributing to Cityscape Globals digital
and social content.
• Supported guesting and attendee outreach for
Cityscape Global 2025 by engaging with developers
and industry participants to encourage attendance
and participation.
• Built and maintained communication with key
stakeholders, ensuring a smooth and professional
experience leading up to and during the event.
• Contributed to revenue generation by guiding
attendees toward Premium and Advantage passes
through personalized communication.
•
Assisted with VIP outreach for the ESTAAD Summit,
connecting with entities such as Al Hilal Academy,
Al Nassr, and SAFF.

• Managed 50+ customer accounts daily, handling
scheduling, packages, and ongoing support to keep
the learning experience smooth and organized.
• Provided support across multiple channels using
HubSpot, MessageBird, Slack, and Maqsam, covering
both technical and general inquiries.
• Handled more complex situations such as refunds,
tutor replacements, and escalations, always aiming
to resolve issues fairly and efficiently.
•
Worked closely with Product and Operations teams
to address recurring issues and improve internal
workflows over time.
• Strengthened client relationships through
consistent follow-ups and more personalized
communication, supporting retention and
contributing to early-stage VIP service
development.

•
Promoted within 9 months to supervise and coach a team of 7 agents.
•
Managed high-volume operations with agents handling up to 200 calls daily,
implementing process improvements that increased efficiency.
•
Reduced abandonment rate from 12% to 7-8% through targeted coaching and
workflow redesign while maintaining first-call resolution at 80-85%.
•
Trained agents to reduce average call handling time to under 1 minute 15 seconds.
•
conducted KPI reviews, handled escalations, and produced daily performance
reports to drive continuous improvement.

Assist with refunds and exchanges, resolve product or service problems clarifying the customers complaint, answer questions about warranties or terms of sale, recommend potential products or service to management by collecting customers information and analyzing customer needs, follow communication procedures, guidelines and policies.