Amina El Bachiri
Sharjah,SH
Summary
Motivated customer service professional with proven record of building dynamic relationships and retaining clients. Highly effective in coaching peers while demonstrating exemplary communication skills. Smart Online Chat Specialist offering more than 4 years of experience in customer service. Known for saving customer relationships that had been deemed irreparable. Looking for another great opportunity to improve the user experience.
Overview
5
5
years of professional experience
Work History
Live Chat Agent
Air Arabia Group HQ
09.2023 - Current
- Achieved high levels of customer retention, establishing rapport and trust through empathetic interactions.
- Identified opportunities for upselling and cross-selling during interactions, boosting revenue generation efforts.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Handled inbound customer chat conversations from various websites.
Call Center
Air Arabia Group HQ
01.2022 - 09.2023
- Handles customers' enquiries, requests and complaints in a positive effective manner whilst ensuring company's branding and corporate image are reflected in a positive manner and as per approved quality standards
- Responds to customers' incoming calls pertaining to all kinds of enquiries, requests, and complaints timely and accurately to reflect a positive image of the company
- Provides accurate information about the company's products and services; processes travel bookings, modifications and cancellations on reservations
- Handles customers' complaints of different nature, identifies and prioritizes problems according to complexity, and provides immediate solutions accordingly
- As needed, escalates complaints to concerned parties in Contact Center or any other division and follows up on action taken
- Promotes the company's products and services through cross-selling such as ancillaries, holidays packages, loyalty programs, etc
- Ensuring monthly targets are met.
Customer Service & Coordinator
Sudhir Gensets Free Zone Sharjah
10.2020 - 07.2021
- Keep tracking outstanding debts
- Sending emails to the clients with the latest updates
- Comply with requirements when legal action is unavoidable
- Update statement of account
- Sending emails to the clients with the latest updates
- Coordinate the team & be aware to not be late for clients
- Following up with the team
- Preparing Contracts & Quotations & Invoices
- Organize clients (payment request) - Entering service reports Data on Excel sheet.
CEO Secretary & Administrator
Mohammad Al Najjar advocates & legal consultants
11.2018 - 03.2020
- Answering phones and email, filing, take notes/messages and redirect calls when appropriate
- Creating and maintaining schedules for lawyers & CEO
- Ordering supplies, copying, faxing and maintaining the office
- Greet visitors and perform initial screening of clients
- Preserve an updated case record system and sending emails to the clients with the latest update
- Managing the office
- Arranging appointments and contacting with VIP customers
- Following up with the employees and sending reports to the Director Manager.
Education
Bachelor's degree - Business Economics
Sharjah Uni
Skills
- Regulatory Compliance
- Issue and Complaint Resolution
- Oracle EnterpriseOne
- Understanding Customer Needs
- Estimating
- Customer services
- Computer Skills
- Call Documentation
- Teamwork and Collaboration
Personal Information
- Age: 27
- Nationality: Moroccan
- Visa Status: Air Arabia Visa
Languages
Arabic
Bilingual or Proficient (C2)
English
Advanced (C1)
Timeline
Live Chat Agent
Air Arabia Group HQ
09.2023 - Current
Call Center
Air Arabia Group HQ
01.2022 - 09.2023
Customer Service & Coordinator
Sudhir Gensets Free Zone Sharjah
10.2020 - 07.2021
CEO Secretary & Administrator
Mohammad Al Najjar advocates & legal consultants
11.2018 - 03.2020
Bachelor's degree - Business Economics
Sharjah Uni
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