Abderrazak Kerroum
Dubai,UAE
Summary
Enthusiastic professional dedicated to providing world class customer service. Possesses drive and aptitude to build relationships with VIP customers on phone, mail and chat. Works to deadlines and consistently meets targets.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
Work history
Relationship Officer (SHEIKHS & Royalties)
Etisalat by E&
Ajman, UAE
09.2022 - Current
- Manage accounts for royal families by different means of communication.
- Address customer complaints and escalate to Relations Manager when needed.
- Provide special assistance and immediate problem solving
- Built customer loyalty by actioning feedback for enhanced service provisions.
- Delivered high level of service to clients to maintain and extend relationships for future business opportunities.
- Handled customer concerns and complaints to resolve issues and build loyalty.
- Optimised sales volume by managing accounts and building rapport.
- Investigated low-performing accounts and adapted strategy to support sales and retention.
- Accurately maintained organized, updated files in digital formats.
- Predicted and interpreted consumer trends to improve product offerings.
Customer service representative
AE
Dubai
12.2019 - 08.2022
- Follow communication procedures, guidelines and policies
- Resolve product or service problems by clarifying the customer's complaint ; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Maintain financial accounts by processing customer adjustments
- Contribute to team effort by accomplishing related results as needed
- Manage large amounts of incoming calls
- Generate sales leads
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships of trust through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/team sales targets and call handling quotas
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Go the extra mile to engage customers
- Resolve customer complaints via phone, email.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Assisted customers with varying questions using product knowledge and service expertise.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Processed inbound customer calls, providing information on service or product upgrades
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Built customer rapport by providing friendly, genuine service, increasing customer retention.
- Maintained compliant documentation on company CRM for reliable company records.
Education
Master - Public Relation
University of Algiers 3
Algiers,Algeria2019
Bachelor's degree - Information and Communication Science
University of Algiers 3
Algiers,Algeria 09.2014 - 09.2017
Baccalaureate degree - foreign languages
Mokrani 1 High school
Algiers,Algeria 09.2013 - 07.2014
Skills
- Exceptional communication skills and a force of convince
- Impeccable workethic
- Ability to work in a team
- Quadrilingual ( Arabic,French,English,Spanish,intermediate Russian)
- Multi-task skills
- Attention to details
- QUALIFICATIONS
- 3 years UAE experience in customer care (Etisalat)
- Intern at Toyota Algeria in marketing department
- (Groupe Abdul Latif Jameel)
- In depth knowledge with cryptocurrencies and
- Blockchains
- In-depth knowledge in communication field and
- Specialized in public relations
- Good convincing skills and Self-confidence
- Demonstrated powerful communication skills by
- Efficiently guiding potential clients through the sales
- Process
- Executed all presentations, ordering, inventory, sales
- And planning
- COMPUTER SKILLS
- Office for the company:
- Word, Excel, PowerPoint
- Statistical software: SPSS, XLSTAT, EVIEWS
- Database Management Software: Access
- METAtrader4 (MT4)
- CIM (Etisalat company system)
- OKM (Etisalat company knowledge software)
Interests
- Real estate
- Cryptocurrencies
- Charity work
- Travel
- Football
Languages
English
Fluent
French
Fluent
Arabic
Fluent
Spanish
Advanced
Russian
Intermediate
Timeline
Relationship Officer (SHEIKHS & Royalties)
Etisalat by E&
09.2022 - Current
Customer service representative
AE
12.2019 - 08.2022
Bachelor's degree - Information and Communication Science
University of Algiers 3
09.2014 - 09.2017
Baccalaureate degree - foreign languages
Mokrani 1 High school
09.2013 - 07.2014
Master - Public Relation
University of Algiers 3
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