ABIGAEL SIRMA
Dubai
Summary
Enthusiastic Senior Customer Service Representative with more than 10 years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.
Overview
14
14
years of professional experience
Work History
Customer Service
BAIT AL RIFA TECHNICAL SERVICES
01.2024 - Current
- Answering and directing phone calls
Client Service Associate
Al Ras Supply Company (Casual Staff)
03.2023 - 12.2023
- Generated weekly reports on customer service metrics, such as average response times, customer satisfaction ratings, and customer inquiries
Cleaner
Dania Maids Cleaning Company | Cleaning Services I
02.2020 - 12.2021
- Developed and executed a customer loyalty program that increased retention rates by 90%
- Cleaned and sanitized bathrooms, kitchens and other similar areas according to established protocols.
- Enhanced workplace cleanliness by performing thorough daily cleaning tasks, including sweeping, mopping, and dusting.
- Removed trash, debris and other waste materials from premises.
- Used time management and efficient cleaning methods to meet deadlines.
- Cleaned and polished glass doors, mirrors and other surfaces to maintain professional appearance.
- Handled equipment, chemicals, and materials properly and with caution.
- Confirmed all cleaning tools and equipment were stored properly after use.
- Emptied trashcans and transported waste to collection areas.
- Maintained a well-organized storage area for cleaning supplies to ensure easy access and efficient use of materials.
- Cleaned and maintained lobbies, offices and other common areas in commercial buildings.
- Provided assistance to other staff members with cleaning of difficult areas.
- Improved overall facility hygiene by sanitizing high-touch surfaces regularly to minimize the spread of germs.
- Performed deep-cleaning tasks for carpets, upholstery, and window treatments to extend their lifespan and maintain appearance.
- Strengthened teamwork within the cleaning staff by actively communicating updates on tasks completed or pending work requirements.
- Increased customer satisfaction by maintaining clean restrooms and public spaces in a timely manner.
- Contributed to a positive working environment by addressing and resolving maintenance issues promptly.
- Developed strong relationships with clients through professionalism and consistent delivery of reliable services tailored to their specific needs.
- Demonstrated an outstanding commitment to safety protocols by consistently wearing protective gear during cleaning tasks that involved hazardous materials or situations.
- Adapted quickly to last-minute cleaning requests, ensuring that all areas were presentable for unexpected visits.
- Maintained high standard of cleanliness in high-traffic areas, contributing to positive first impression for visitors.
- Maintained detailed logs of cleaning schedules and tasks, ensuring accountability and consistency.
- Fostered safer work environment by promptly addressing spills and potential hazards.
Airline Customer Service Agent
KLM Airline
12.2015 - 08.2019
- Provided timely and accurate information to customers regarding flight schedules, fares, and promotions
Customer Service Agent
The Cigna Group
02.2011 - 11.2015
- Exceeded customer satisfaction targets by responding to inquiries within 1 minute and resolving complex customer issues in a timely manner
Education
Bachelors in Business Administration and Management -
Kenya Utalii College
Associate of Science - Information Technology
Eldoret National Polytechnic
Eldoret, Kenya11.2011
Skills
- Effective Time Management
- Computer Skills
- Ability to Work Under Pressure
- Communication Skills
- Strong customer service
- Customer Service and Engagement
- Payroll Customer Service
- Conflict Resolution
- Customer service improvement
- IT Customer Service
Timeline
Customer Service
BAIT AL RIFA TECHNICAL SERVICES
01.2024 - Current
Client Service Associate
Al Ras Supply Company (Casual Staff)
03.2023 - 12.2023
Cleaner
Dania Maids Cleaning Company | Cleaning Services I
02.2020 - 12.2021
Airline Customer Service Agent
KLM Airline
12.2015 - 08.2019
Customer Service Agent
The Cigna Group
02.2011 - 11.2015
Bachelors in Business Administration and Management -
Kenya Utalii College
Associate of Science - Information Technology
Eldoret National Polytechnic
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