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Zahra Paracha, Customer service and operations executive

Zahra Paracha

Customer service and operations executive·HILTI EMIRATES LLC

Pakistan

Bachelor's degree, Accounting

Work experience

Total years of experience: 16 years, 5 months

Customer service and operations executive

January 2017 - Present

HILTI EMIRATES LLC

Dubai, United Arab Emirates

January 2017 - Present

• Proactively drove sales by building orders and leveraging
cross-selling opportunities to present current offers.
• Employed a consultative approach to align with customer
needs, ensuring a personalized and value-driven service
experience.
• Managed the sales quotation and order fulfillment process,
acting as the primary point of contact for customers.
• Coordinated with multiple departments such as technical
sales, Hilti center, after-market service, credit services,
logistics, product management, and UPS for efficient service
delivery.
• Implemented Lean methodology to optimize processes and
increase efficiency across various departments.
• Oversaw after-sales service tasks, contributing to both
operations and customer satisfaction in the repair center.
• Handled all inbound and outbound customer interactions with
professionalism, addressing inquiries, pricing requests, verbal
quotations, stock availability, and delivery status.
• Provided timely updates to field personnel, adhering to
company communication policies.

Company industry:
Construction & Building

Customer service Representative

February 2010 - April 2026

ARAMEX

Dubai, United Arab Emirates

February 2010 - April 2026

• Managed daily customer service operations, coordinating
effectively with various departments to ensure seamless job
execution.
• Provided clients with comprehensive information on products
and services, enhancing customer satisfaction.
• Responded promptly to email inquiries and managed a wide
range of other customer correspondence.
• Executed basic office and administrative tasks to support
overall business functions.
• Coordinated the packing, delivery, routing, and warehousing of
goods, ensuring proper handling and timely distribution.
• Applied negotiation skills to secure favorable terms in
contracts and reduce transportation and handling costs.
• Arranged specialized transportation solutions for delicate
cargoes, ensuring safe and efficient delivery.
• Collaborated closely with customers, colleagues, and third-
party providers to meet operational deadlines and maintain
service quality.

Company industry:
Distribution, Supply Chain & Logistics

Customer service executive

November 2014 - December 2016

DU

Dubai, United Arab Emirates

November 2014 - December 2016

• Served as a customer interface, embodying and promoting dus
brand values within the retail environment throughout the
UAE.
• Identified and addressed customer needs and expectations
with a friendly demeanor, consistently reflecting dus brand
values.
• Provided comprehensive information on dus products and
services, guiding customers to make informed decisions that
best suited their needs.
• Successfully met and exceeded individual sales targets for a
variety of products and services.
• Maintained strict adherence to all company policies and
procedures, ensuring a high standard of retail sales practices.

Company industry:
Telecommunications

Education

London school of Economics and Political Science

January 2014

January 2014

Bachelor's degree, Accounting

United Arab Emirates

London school of Economics and Political Science

January 2014

January 2014

Bachelor's degree, Accounting and finance

United Kingdom

Skills

BRAND LOYALTY
Intermediate
BRAND LOYALTY
Intermediate
COMMUNICATIONS
Intermediate
COMMUNICATIONS
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
POLITICAL SCIENCES
Intermediate
POLITICAL SCIENCES
Intermediate
PROACTIVITY
Intermediate
PROACTIVITY
Intermediate
PROBLEM SOLVING
Intermediate
PROBLEM SOLVING
Intermediate
RESULTS FOCUSED
Intermediate
RESULTS FOCUSED
Intermediate
SAP APPLICATIONS
Intermediate
SAP APPLICATIONS
Intermediate
STRATEGIC PLANNING
Intermediate
STRATEGIC PLANNING
Intermediate
BRAND LOYALTY
Intermediate
BRAND LOYALTY
Intermediate
COMMUNICATIONS
Intermediate
COMMUNICATIONS
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
POLITICAL SCIENCES
Intermediate
POLITICAL SCIENCES
Intermediate
PROACTIVITY
Intermediate
PROACTIVITY
Intermediate
PROBLEM SOLVING
Intermediate
PROBLEM SOLVING
Intermediate
RESULTS FOCUSED
Intermediate
RESULTS FOCUSED
Intermediate
SAP APPLICATIONS
Intermediate
SAP APPLICATIONS
Intermediate
STRATEGIC PLANNING
Intermediate
STRATEGIC PLANNING
Intermediate

Languages

Urdu

Beginner

English

Beginner

Hobbies and interests

LEAN
HIKING ARTANIME
LEAN
HIKING ARTANIME