Summary
Overview
Work History
Education
Skills
Interests
Languages
Timeline
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Abderrazak Kerroum

Abderrazak Kerroum

Dubai

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

5
5
years of professional experience

Work History

Client Relationship Executive

DAMAC Properties
02.2024 - Current
  • Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
  • deliver exceptional customer experience to tenants, and property owners throughout phone and emails.
  • assist the clients handover process by ensuring all relevant information is thoroughly communicated and aligned with the concerned departments to provide continued support and ensure successful delivery.
  • deliver exceptional service to standard and high-value clients, fostering trust and long-term loyalty.
  • handle collections queries and client disputes.
  • No Objection Certificate (resell) handling by communicating with relevant department
  • Payment Follow-ups and aligning with finance team.
  • Coordinate with back office, leasing team, and internal departments to ensure a seamless experience for clients.
  • in depth knowledge with CRM Software (Salesforce,Genesys)

Senior customer service representative

Etisalat by E&
08.2020 - 02.2024
  • Address customer complaints and escalate to officer when needed.
  • Handle high call volumes with accuracy and efficiency for optimum productivity.
  • Answer customer telephone calls promptly and improved on-hold wait times.
  • Provide assistance and immediate problem solving
  • Built customer loyalty by actioning feedback for enhanced service provisions.
  • Maintain call centre efficiencies, ensuring clear, effective communication with all departments.
  • Handle customer concerns and complaints to resolve issues and build loyalty.
  • Assisted customers with varying questions using product knowledge and service expertise.
  • Used outstanding problem-solving and communication skills to appease dissatisfied customers.
  • Receive inbound calls, providing information on service or product upgrades
  • Adhere strictly to policies and procedures for continued company compliance.

Customer service representative

Raya contact center
12.2019 - 08.2020
  • 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
  • Managed 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, Algeria
2019

Bachelor's degree - Information and Communication Science

University of Algiers 3
Algiers, Algeria
2017

Baccalaureate degree - foreign languages

Mokrani 1 High school
Algiers, Algeria
2014

Skills

  • Exceptional communication skills and a force of convince
  • Impeccable workethic
  • Ability to work in a team
  • Quadrilingual (Arabic,French,English,Spanish)
  • Multi-task skills
  • Attention to details
  • in depth knowledge with UAE customer client relationship specifications
  • In depth knowledge with cryptocurrencies and Blockchains
  • In-depth knowledge in communication field and
  • Good convincing skills and Self- confidence
  • Demonstrated powerful communication skills by
  • Efficiently guiding potential clients through the sales process

Interests

  • Travel
  • Football
  • Charity work


Languages

English
Fluent
French
Fluent
Arabic
Fluent
Spanish
Advanced

Timeline

Client Relationship Executive

DAMAC Properties
02.2024 - Current

Senior customer service representative

Etisalat by E&
08.2020 - 02.2024

Customer service representative

Raya contact center
12.2019 - 08.2020

Master - Public Relation

University of Algiers 3

Bachelor's degree - Information and Communication Science

University of Algiers 3

Baccalaureate degree - foreign languages

Mokrani 1 High school

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Abderrazak Kerroum