Inspired Customer Relationship Executive with 9 years of customer care & sales expertise. Renowned for assessing operational
needs and developing solutions to save costs, improve revenues, and drive customer satisfaction with problem solving &
interpersonal skills . Resourceful and well-organized with outstanding leadership and team-building record.
Customer Service Agent at Dubai International Airport (DXB)
.Responsible for working on the phone and in person to provide information about travel plans for customers.
.Giving the customer information about arrival and departure times, with a particular airline.
.Guiding passengers to proper terminal, explaining airport regulations.
.Responsible to take care irritated customers and calm the situation in best possible manner.
Customer Service Agent at Dubai Metro
.Provide safe, reliable, convenient and comfortable tram journeys.
.Provide the very best in customer service and information.
.Monitor and maintain station operational status and to ensure the safety and comfort of passenger movement within the tram
and station premises.
.Assist and mitigate overcrowding on platforms to ensure that passengers flows are managed in an orderly manner.
.Developed new process for employee evaluation which resulted in marked performance improvements.
.Monitored multiple databases to keep track of all reported complaints for timely resolution.
.Supported Project Manager in improving operations and resolving issues to deliver top-notch customer service.
.Reporting & analysis with monthly dashboard floating of complaints (Service Request & Emails) representing issues and their
mitigation plans to enhance customer experience & sales goals.
.13 new resources trained to meet departmental sales targets .
.Targeted the high usage customers to offer them best offers (Bundles/Devices/Services) which resulted 4% increase in 1 month
.Managing and ensuring healthy relationships with Client's stakeholders, Internal and External Support Functions.
.Sell products by establishing contact and developing relationships with prospects; recommending solutions.
.Developed ambitious sales targets based on extensive market research and analysis as per customer needs.
.Ensure efficient business through appropriate sales, services and marketing plans.
.Improved customer satisfaction level from 29% to 42 % in 6 months by analyzing their needs and offer them to upgrade to value
.Average Revenue per user (ARPU) increased from 640 to 930/month.
.Decreased in complaint logging time (72 Hrs. to 18 Hrs.) by an automatic loader which increased customer experience by 27 % for
.Excellence is YOU award given by the Manager for the best customer care services.
.Portfolio management by maintaining numbers of health status.
.Achieve monthly collection/Churn targets.
.Make telephone calls to prospective customers to provide product information.
.Serving high ARPU customers with an end-to-end resolution of complaints/relevant queries.
.Work with Sales Manager in implementing sales promotion activities.
.Achieve quarterly sales and collection campaigns targets set by the department.
.Ensure negotiations and reach a fair conclusion from both business and customer perspectives.
.98% collection target achieved by keeping strong follow up with customers with an end to end resolution.
.The top performer of Quarter (2014-Q3) awarded for outstanding performance.
.Easy Paisa account activation targets overachieved (42%) as per agreed KPIs set by Management (30%).
.Inbound calls at Telenor Helpline 345.
.Suggest/sell VAS Products to subscribers as per their Usage.
.Resolving customer queries and providing First Call Resolution.
.Provide information regarding products and Services of Telenor as per policy.
.VAS targets achieved as A+ to meet assigned KPIs.
.Consecutive "Employee of the month" nomination for 5 times in 2012.