ABIGAIL SERWAAH
Dubai,UAE
Summary
Experienced in managing CRM systems, improving lead management processes, monitoring team performance, and using data to support better business decisions. Skilled in customer journey analysis, NPS/CSAT measurement, mystery shopping programs, and working with different teams to improve customer experience and business performance.
Overview
9
9
years of professional experience
Work history
Quality Assurance Lead
Gaia Living Real Estate
Dubai , UAE
01.2026 - Current
- Managed QA processes for real estate operations using Bitrix24 CRM, ensuring data accuracy and process compliance.
- Audited lead management, follow-ups, and sales pipelines to improve customer journey and conversion performance.
- Monitored agent performance and CRM usage to maintain service quality standards.
- Generated reports and KPIs from Bitrix24 to support management decision-making.
- Improved CRM structure, dashboards, and workflows for better operational efficiency.
- Supported training and quality alignment across sales teams.
- Identified process gaps and implemented corrective actions to enhance customer experience and sales performance.
Project / Partnership Coordinator
Renascence Customer Experience Marketing Management
Dubai
01.2025 - Current
- Manage end-to-end mystery shopping projects, including planning, auditor allocation, fieldwork execution, quality control, and reporting.
- Design, review, and maintain customer journey questionnaires to ensure alignment with client objectives and brand standards.
- Train and calibrate over 50 mystery auditors to ensure consistent, accurate, and evidence-based evaluations across all projects.
- Monitor project timelines, audit completion rates, and data quality to ensure successful delivery of client requirements.
- Analyze customer journey performance and identify service gaps, operational issues, and opportunities to improve customer experience.
- Performed end-to-end coordination of mystery shopping projects across multiple retail brands and locations.
- Collaborate with clients and internal stakeholders to drive continuous improvement in customer satisfaction, service delivery, and overall customer experience.
- Coordinated staff training sessions to enhance skills and knowledge base.
- Handled administrative tasks, freeing up time for senior staff members.
Telecommunication Specialist
Gaia Living Real Estate
Dubai
01.2024 - Current
- Generated over 100 leads through cold calling, resulting in business growth.
- Follow up successful sales calls to ensure quality.
- Provide quick project consultations.
- Record lead information and details in CRM.
- Made sure contractual obligations were met ahead of agreed service delivery.
- Updated databases with current client, contract and service agreements.
Telecommunication specialist
PRE/ Home & Joy Real estate
Dubai
01.2022 - 01.2024
- Identify potential sellers in the secondary real estate market through various channels, including databases, referrals, online platforms and networking.
- Conduct outbound calls to prospective clients who are interested in selling properties in the secondary market. Build rapport, understand their requirements collect the information and assess their needs and preferences.
- Prepare collected information for further preparation of listings and share it with colleagues in the relevant department.
- Prepare the reports with the results in accordance with the goals and plans of the company.
Customer service and Telesales Executive
Cake Rocks Bakery and coffee shop
Dubai
01.2020 - 01.2021
- Doubled customer phone call enquiry and collaborated follow ups.
- Earned performance awards for achieving good customer satisfaction rating and securing 25 high-profit accounts.
- Confidently handled cash and credit card payments.
- Handled customer complaints professionally.
Customer care and Sales Executive
Aryan Group
Dubai
01.2018 - 01.2020
- Reviewed customer feedback to enhance service delivery.
- Advised management of customer service trends, creating proactive strategies to maintain best practices.
- Offered prompt solutions to maintain customer satisfaction.
Education
Certificate - Project Management Foundation
Project Management Institute
/2025 - /2025
Certificate - Agile Foundation
Project Management Institute
/2025 - /2025
Professional Diploma in Nursing - Nursing
Skill Developement Council Canada
UAE /2023 - /2025
Caregiver - Care Giving
SPETI
UAE /2025 - /2025
EILTS - International English Language Testing System
British Council
Communication - Diploma in Communication Studies
Alison
Ireland /2024 - /2024
NCFE Cache Level 2 - Introducing caring for children and young people
Exeed College
UAE /2021 - /2021
High School Diploma - Business
Yaa Asantewaah Senior High School
Ghana /2013 - /2016
Skills
- Relationship Management
- Project Management
- Market research techniques
- Quality Assurance
- Customer Experience Management (CX)
- CRM Management (Bitrix24)
- Project Management
- Business Process Improvement
- Customer Satisfaction (CSAT) & NPS Analysis
- Stakeholder Management
- Performance Monitoring & KPI Management
- Team Leadership & Coordination
- Time management efficiency
KEY ACHIEVEMENTS
- Sales Increase Initiative: Doubled service sales by restructuring communication process.
- Top Sales Performer: Secured 25 top-profit accounts, exceeding sales goals.
- Customer Satisfaction Champion: Led team to improve customer satisfaction rating by 30%.
- Lead Generation Expert: Generated 100+ sales leads monthly through strategic cold calling.
Affiliations
- Research
- Reading
- Customer experience research
- Music
- Traveling
Languages
English
Advanced
Timeline
Quality Assurance Lead
Gaia Living Real Estate
01.2026 - Current
Project / Partnership Coordinator
Renascence Customer Experience Marketing Management
01.2025 - Current
Telecommunication Specialist
Gaia Living Real Estate
01.2024 - Current
Telecommunication specialist
PRE/ Home & Joy Real estate
01.2022 - 01.2024
Customer service and Telesales Executive
Cake Rocks Bakery and coffee shop
01.2020 - 01.2021
Customer care and Sales Executive
Aryan Group
01.2018 - 01.2020
High School Diploma - Business
Yaa Asantewaah Senior High School
/2013 - /2016
NCFE Cache Level 2 - Introducing caring for children and young people
Exeed College
/2021 - /2021
Communication - Diploma in Communication Studies
Alison
/2024 - /2024
Caregiver - Care Giving
SPETI
/2025 - /2025
Professional Diploma in Nursing - Nursing
Skill Developement Council Canada
/2023 - /2025
Certificate - Agile Foundation
Project Management Institute
/2025 - /2025
Certificate - Project Management Foundation
Project Management Institute
/2025 - /2025
EILTS - International English Language Testing System
British Council