Abuelgasim Alhaseen
Dubai
Summary
A hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. A highly motivated employee with a desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Personable and dedicated Customer Service Representative with extensive experience in the Customer Service industry. Solid team player with an upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic, and results-oriented with a demonstrated passion for building relationships, cultivating partnerships, and growing businesses.
Overview
10
10
years of professional experience
Work History
Senior Customer Service Specialist
Eyewa.com
11.2020 - Current
- Resolved customer complaints promptly and efficiently.
- Monitored customer feedback surveys and implemented strategies to improve customer satisfaction scores.
- Maintained records of all customer interactions, inquiries, and transactions.
- Educated customers about products, pricing and policies to address and resolve issues.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
Escalation Specialist
Noon.com
10.2018 - 09.2020
- Maintaining a positive, empathetic and professional attitude toward customers at all times
- Responding promptly to customer inquiries
- Communicating with customers through various channels Emails live chat, twitter, Facebook
- Acknowledging and resolving customer complaints
- Knowing our products inside and out so that you can answer questions
- Processing orders, forms, applications, and requests
- Keeping records of customer interactions, transactions, comments and complaints
- Communicating and coordinating with colleagues as necessary
- Providing feedback on the efficiency of the customer service process
- Managing a team of junior customer service representatives
- Ensure customer satisfaction and provide professional customer support.
Social Media Specialist
WADI.COM
01.2018 - 10.2018
- Developing social media content plans that are consistent with the company's brand identity
- Creating consistent, meaningful content on all social media platforms, including writing and editing social media posts, improving customer engagement, and promoting social media campaigns
- Managing a high volume of daily social media posts
- Communicating with social media followers, including responding to queries in a timely manner
- Developing and managing social influencer programs and attending social influencer events
- Using analytical tools such as Google Analytics, Hootsuite Pro, and Facebook Insights to monitor and evaluate the company's social media presence and performance
- Preparing monthly reports on social media marketing efforts
- Suggesting recommendations to adjust the social media marketing strategy for optimal results
- Staying up to date on best practices and emerging trends in social media
- Performing other duties when needed.
Customer Service Front Desk
Aramex
09.2013 - 09.2018
- Handle all GCS cases, follow up and close all requests
- Attending customer's inquiries by fulfilling their requirements, solve their problems, follow up their cases, and update them
- Respond to all requests that are under IRT "Immediate Respond Team" as per the standard (respond within 24/7 and by 10 seconds to 10 minutes"
- Manage and meet customer expectations Respond to all customer's inquiries to improve their customer service experience
- Provide excellent customer service for customers as per Aramex CS standards Facilitate the flow of information horizontally and vertically Collaborate with the team to achieve the team objectives Serve all customer's inquiries and provide full information and advice
- Close pending cases in a timely manner
- Achieve Aramex customer service KPIs Pass the customer service audits
- Support to solve the bad address shipments if needed Implement Customer Service KPIs Sustain high customer satisfactory service level Follow up on domestic and express outstanding shipments for cash if needed Ensure customer satisfaction to retain customer
Education
Diploma degree - COLLEGE OF ARTS, Department of English Language and Literature
University of Khartoum
12.2011
Skills
- Escalation Management
- Client Engagement
- Customer Relations
- Sales
- Company Branding
Languages
Arabic
First Language
English
Proficient
C2
Timeline
Senior Customer Service Specialist
Eyewa.com
11.2020 - Current
Escalation Specialist
Noon.com
10.2018 - 09.2020
Social Media Specialist
WADI.COM
01.2018 - 10.2018
Customer Service Front Desk
Aramex
09.2013 - 09.2018
Diploma degree - COLLEGE OF ARTS, Department of English Language and Literature
University of Khartoum
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