Platform Support Executive
MAGNiTT Ltd
مجموع سنوات الخبرة :14 years, 11 أشهر
Key Responsibilities
• Handle all support inquiries from all sources such as website forms, HubSpot email, company emails and chat.
• Managing sales queries and qualifying leads and passing them on to the Business Development team to convert them into customers.
• Creates new and updates helpdesk articles according to new reforms on the platform.
• Implements new chat flows and bots that cater to the current requirements.
• Conducts weekly demo to the platform and Q&A sessions to new/old users.
• Gather users’ feedback and present it to the technical team for product assurance and enhancement.
• Perform analysis and reporting on lead management for monthly presentations.
• Execute lead scoring processes.
• Perform quality assurance checks on product new features and generate reports.
• Present product campaign briefs/ideas to the existing and potential clients on how to launch their new product to the market
• Working closely with the clients to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction
• Responsible for launching and monitoring project campaigns, including testing and providing support to the technical team and reports weekly updates to the clients on the status of the project
• Responsible for producing and building campaign communications and managing the entire web app campaign
• Launch and manage the campaign all throughout and make sure that the web app is running smoothly and monitor the conversion
• Analyzes campaign statistics, web traffic, and audience/consumer engagements and apply the necessary actions if necessary
• Overlooking the logistics and product distribution
• Present final report with the outcome of the brand campaign and propose potential opportunities, and guide the clients on how to leverage the content gathered
engagement conversion rates
• Manage the logistics and product distribution when it’s product sample-based campaigns
• Recommend and advise next steps to clients post campaigns
• Mentor & train new/ junior customer service executives on my team
Key Responsibilities
• Serves as the main support to the Client Success Director on a wide variety of highly complex and responsible administrative duties and projects
• Prepare presentations, monthly shipment/booking reports, memorandum and other documents as and when required
• Provide technical assistance and support. Write training manuals, build FAQ's for the app
• Respond to email messages for customers seeking help. Ask questions to determine nature of problem, assist customer through problem-solving process
• Follow up with customers to ensure issue has been resolved
• Arrange meetings with potential clients/brands, arrange courier deliveries
• Interact closely with the app users to fully understand where the improvement is needed and present creative ideas and proposals for high impact solutions
• Monitoring multiple client campaigns and projects for effectiveness and value, making recommendations and adjustments as necessary
• Identifying issues and working with the Technical team to drive improvements and growth
Admin Assistant/Secretary Portland Steel DMCC (Steel Trading Company) - Dubai, UAE Key Responsibilities:
Serve as the primary support to the Managing Director by assisting him with a wide variety of highly complex and responsible administrative duties and projects
Manage special projects as assigned by the Management, such as assist with the follow-up of assignments given by the Managing Director
Compose and prepare presentations, monthly shipment/booking reports, memoranda and other documents as and when required
Research, analyze and present data for reports and other materials and expedite work flow
Organize, index and maintain reference and follow-up files as well as data base folders with updated and accurate information
Set up and coordinate meetings and conferences within the Customers and Suppliers
Maintain and update diary of appointments, organize meetings, make travel arrangements and arrange for the business trips of Managing Director and provide necessary information to other departments/employees and others as and when required
Act as liaison with other departmental units and provide information and respond to inquiries from different departments as well as the public or other entities on behalf of the Managing Director as and when required
Manage all aspects of office administration such as file management, documentation, courier arrangements, assists manager’s requests /orders
Business Centre Secretary Khalidiya palace Rayhaan by Rotana (5 Star Rotana Property) - Abu Dhabi, UAE
Key Responsibilities: Ensure that guests are taken care of in a professional and friendly manner Maintain effective communication with all related departments to ensure smooth service delivery
Maintain an awareness of prices for all business center facilities to be sold on a daily basis
Ensure that every call is attended and greeted in a professional manner as per the Rotana standard. Room bookings, prepare business center meeting facilities for guests who wish to conduct meetings at the business center
Arrange documents and parcels for the courier, handle and organize guest hotel and travel requests
Respond to incoming emails
Prepare minutes of everyday front office briefing Ensure that company memos are shared with the whole front office team
Prepare and send business center revenue reports every day
Prepare requisitions for the entire front office
Front Desk Agent Al Rawda Arjaan Hotel & Apartments by Rotana (4Star Deluxe Rotana Property)- Abu Dhabi, UAE Key Responsibilities: Provide prompt, courteous and efficient service to all guest, so as to achieve a high level of customer satisfaction through personalized service from arrival till departure. Ensure guests are personally greeted by name, if known and escorted to their room to make them feel expected and welcomed. Conduct in room & hotel familiarization and assist guest in hotel activity enquiries / requests. Maintain an up to date knowledge of hotel information and local services, including operating hours, promotions, events, attractions and any allied information to respond to guest queries. Maintain an awareness of rate levels to be sold on a daily basis and the occupancy levels. Manage an accurate Front Desk cashiering standards and comply with all laid down systems, policies and procedures. Process accounts from check-in to check-out, ensuring accurate postings of all incidental charges using computerized Front Office systems. Maintain the privacy of all guests by ensuring that no details of the guests are disclosed. Demonstrate a complete understanding of the hotel’s policies, procedures and service standards and have full knowledge of the hotel facilities and happenings
• Trained and worked intensively on the duties of reservations and ticketing counselor.
• Entertain phone call and walk in guests flight enquiries and reservations.
• Worked as travel agent assistant and assisting guests with their travel requests.
• Entertain phone call and walk in guests flight enquiries and reservations.
• Handle guest enquiry, travel and hotel request, quotations.
• Issue manual and electronic ticket accurately.