Summary
Overview
Work history
Education
Skills
Certification
Languages
Accomplishments
VISA STATUS
Personal Information
Timeline
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ABDUL MAJID

ABDUL MAJID

Dubai,United Arab Emirates

Summary

Customer Service and Retail Supervisor with 7+ years of experience in high-volume environments at Etisalat, UAE. Proven track record in managing customer inquiries, resolving escalations, and achieving service delivery and sales KPIs. Expertise in optimising branch operations and enhancing team performance. Recognised for strong communication skills and ability to build lasting customer relationships.

Overview

8
8
years of professional experience
6
6
years of post-secondary education
1
1
Certification

Work history

Customer Service Supervisor

ETISALAT BY E&
Dubai, UAE
04.2023 - Current
  • Managed daily retail branch operations, leading team of over 6 customer service and sales staff.
  • Achieved KPIs in sales, customer retention, and service quality metrics.
  • Resolved escalations and high-priority complaints, reducing churn effectively.
  • Maintained high customer satisfaction through efficient problem resolution.
  • Handled complex inquiries promptly, delivering exceptional service.
  • Delegated tasks based on staff skills to optimize operational efficiency.
  • Streamlined customer queries for expedited resolutions.
  • Managed office supplies by overseeing inventory and ordering necessary items.
  • Maintained accurate and detailed inventory records.

Customer Care Representative

ETISALAT BY E&
Dubai, UAE
04.2017 - 03.2023
  • Conducted outbound calls to resolve outstanding matters, boosting customer satisfaction.
  • Established rapport with customers to encourage repeat business and enhance loyalty.
  • Oversaw training for new hires, implementing standard operating procedures.
  • Promoted cross-departmental collaboration to improve service delivery efficiency.
  • Streamlined customer care processes, enhancing operational efficiency.
  • Identified sales opportunities during interactions to drive revenue growth.
  • Demonstrated empathy while managing challenging customer issues, fostering resolution and trust.
  • De-escalated objections and disputes professionally to maintain satisfaction.
  • Established rapport with customers to encourage repeat business.
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Education

Master of Business Administration - FINANCE AND HR

JAMAL INSTITUTE OF MANAGEMNET
TIRUCHIRAPALLI, TAMILNADU , INDIA
03.2015 - 04.2017

Bachelor of Arts - COMMERCE

ANNAI COLLEGE OF ARTS AND SCIENCE
KOVILLACHERRY TAMIL NADU, INDIA
03.2012 - 03.2015

HIGHER EDUCATION - ACCOUNTS

NEW INDIAN HIGHER SECONDARY SCHOOL
RAS AL KHAIMAH, UAE
03.2011 - 03.2012

Skills

  • Customer satisfaction
  • Communication proficiency
  • Upselling and cross-selling
  • Complaint resolution
  • Promotional campaigns
  • Negotiation competence
  • Sales-Driven mindset
  • Account management
  • Team leadership
  • Market analysis
  • Administrative reporting
  • Customer retention
  • Microsoft Office proficiency

Certification


  • Best Customer Service Experience
  • Agent Elite Program
  • Agent Elite (2.0) Program
  • Retail Expert Online Certification Program
  • TDRA Customer Satisfaction 2018
  • iPhone Certification Program 2018
  • Apple Certification Program 2019
  • MATCH Expert Training Program 2019
  • Pay Attention & Sell More Program 2019
  • Be Fast Learn Fast -Agent 2020 Program
  • Be Genuinely Curious-Agent 2020 Program
  • Mastering Sales Excellence 2024

Languages

English
Fluent
Arabic
Fluent
Tamil
Native
Hindi
Fluent
Malayalam
Advanced

Accomplishments

  • AWARD ON BEST FEEDBACK ON 2022
  • SCORING THE TOP ACHIEVER IN SMART LIVING SERVICE OVER ALL RETAIL ON 2024.
  • PERFORMING THE HIGHEST VALUE OF CONTRIBUTION IN OVER ALL PRODUCTS.
  • MAINTAINING THE WHOLE YEAR FOR RECORD ON ACCESSORIES AND ELIFE CONNECTION.

VISA STATUS

ACTIVE EMPLOYNMENT VISA

Personal Information

Timeline

Customer Service Supervisor

ETISALAT BY E&
04.2023 - Current

Customer Care Representative

ETISALAT BY E&
04.2017 - 03.2023

Master of Business Administration - FINANCE AND HR

JAMAL INSTITUTE OF MANAGEMNET
03.2015 - 04.2017

Bachelor of Arts - COMMERCE

ANNAI COLLEGE OF ARTS AND SCIENCE
03.2012 - 03.2015

HIGHER EDUCATION - ACCOUNTS

NEW INDIAN HIGHER SECONDARY SCHOOL
03.2011 - 03.2012

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ABDUL MAJID