Summary
Overview
Work History
Education
Skills
Technical skills
Languages
References
Timeline
Generic
ADEL MEKKATI

ADEL MEKKATI

Customer service and sales agent
Dubai,DU

Summary

Dedicated Customer Sales and Service Agent with a proven track record in client engagement and effective problem resolution. Skilled in managing customer inquiries, facilitating sales transactions, and delivering exceptional service to guarantee customer satisfaction and loyalty. Known for outstanding communication and interpersonal abilities that cultivate positive relationships and drive repeat business. Committed to surpassing targets and playing a key role in team achievements.

Overview

8
8
years of professional experience

Work History

Customer Service and Sales Agent

Emirates Airlines
11.2023 - Current
  • Provide exceptional customer support across multiple communication channels, enhance overall customer satisfaction and loyalty
  • Conduct follow-up calls with customers to ensure their needs were met and to maintain strong relationships.
  • Efficiently handling customer inquiries and issues, ensuring a seamless experience that drove repeat business.
  • Demonstrate strong sales techniques by actively promoting products and services, resulting in increased upsell and cross-sell opportunities.

Customer Support Specialist

Dubai Electricity and Water Authority (DEWA)
09.2021 - 10.2023
  • Conduct follow-up calls to ensure customer satisfaction and address any lingering concerns
  • Collaborate with cross-functional teams to improve service delivery and streamline customer support processes
  • Identifying and escalating potential service issues, facilitating speedy resolutions and maintaining operational efficiency.
  • Developed and maintained detailed knowledge of company policies, procedures, and products to provide accurate information.
  • Demonstrated empathy and patience in all customer interactions, building trust and resolving concerns effectively.

Relationship Associate officer

Societe Generale
01.2017 - 03.2021
  • Respond to queries politely and educate customers regarding banking products and services
  • Act as a role model for the bank's digital service, promoting usage at every opportunity
  • Utilize available support tools to problem-solve and resolve queries, removing barriers
  • Capture every mandatory information with accuracy while raising service requests.
  • Built and maintained existing customer relationships, acting as a trusted advisor regarding a variety of banking activities.

Education

Bachelor of Business Administration -

University of Algiers 3
Algiers
06.2013

Skills

  • CRM Software Proficiency
  • Emotional intelligence
  • Conflict Resolution
  • Time Management
  • Sales Strategies
  • Persuasive negotiation
  • Multilingual communication
  • Up-selling techniques
  • Resilience under pressure

Technical skills

Avaya systeme

Restconnect

Genesys cloud

Sap s/4hana

Zendesk

Languages

French
Bilingual or Proficient (C2)
Arabic
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)

References

  • Mounir Rizqi, Sr Exec- Operations Management, DEWA, Dubai, 0554162415
  • Malek Attalah, Team Leader, Emirates Airlines, +971588204812

Timeline

Customer Service and Sales Agent

Emirates Airlines
11.2023 - Current

Customer Support Specialist

Dubai Electricity and Water Authority (DEWA)
09.2021 - 10.2023

Relationship Associate officer

Societe Generale
01.2017 - 03.2021

Bachelor of Business Administration -

University of Algiers 3

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ADEL MEKKATICustomer service and sales agent