Aroub Abuazizah
Customer Experience Specialist
Dubai
Summary
A motivated professional with extensive experience in customer service and sales, adept at building strong customer relationships and understanding their needs. Demonstrates excellent communication and interpersonal skills to deliver exceptional service.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
3
3
Languages
Work History
Escalation Specialist
Deliveroo
07.2024 - Current
- Championed a customer-centric approach within the escalation team, consistently advocating for clients'' best interests and satisfaction.
- Reduced case resolution time by closely monitoring progress and following up with relevant parties as needed.
- Ensured smooth transitions between shifts by providing thorough updates on ongoing cases during shift handovers.
- Monitored and analyzed customer feedback to track patterns in feedback and report areas for improvement to management.
- Trained staff on operating procedures and company services.
- Collaborated with management to develop strategies for dealing with common customer pain points and recurring issues.
Service Excellence Advisor
Farfetch
03.2023 - 03.2024
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Mentored junior advisors, fostering a supportive team environment focused on growth and learning.
- Utilized advanced CRM tools to track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns.
- Organized exclusive events for VIP clients, showcasing new collections and strengthening brand loyalty.
- Utilized social media platforms to engage with existing clients as well as attract new customers, showcasing the latest luxury product offerings.
- Managed client database efficiently, utilizing CRM tools to track customer preferences and personalize future interactions.
- Recommended complementary purchases to customers, increasing revenue.
Disputes Specialist & Social Media Executive
Majid Al Futtaim Retail - (Carrefour) - Head Office
03.2020 - 03.2023
- Achieved high levels of accuracy in data entry tasks through close attention to detail and regular quality checks.
- Supported strategic planning activities by providing accurate back office data and insights, aiding in decision-making processes.
- Mentored junior staff members, providing guidance on best practices in back office operations.
- Optimized workflow, delegating tasks to appropriate team members based on skills and expertise.
- Analyzed trends and reported on areas of improvement or change.
- Handled sensitive situations professionally, demonstrating empathy towards customers while enforcing company policies fairly.
- Assessed financial risk associated with each case, balancing customer needs against potential losses for the organization.
- Kept high average of performance evaluations.
Administrative Assistant
MBH Advocates & Legal Consultants
11.2017 - 01.2019
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Improved document processing speed by introducing automated templates for routine correspondence.
- Managed filing system, entered data and completed other clerical tasks.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
Education
High School Diploma -
National Charity School
Sharjah, United Arab Emirates 04.2001 -
Skills
Complaint Handling
De-Escalation Techniques
Client Retention Strategies
Social Media Monitoring
Content optimization
Platform Expertise
Marketing tools
Brand Development
Technical Skills
- SPRINKLR
- QUALTRICS
- SAP CRM
- SUGAR CRM
- MICROSOFT OFFICE
- ZENDESK
- EMPLIFI
- SALESFORCE
Timeline
Escalation Specialist
Deliveroo
07.2024 - Current
Service Excellence Advisor
Farfetch
03.2023 - 03.2024
Disputes Specialist & Social Media Executive
Majid Al Futtaim Retail - (Carrefour) - Head Office
03.2020 - 03.2023
Administrative Assistant
MBH Advocates & Legal Consultants
11.2017 - 01.2019
High School Diploma -
National Charity School
04.2001 -
Similar Profiles
Shruthi Hassan AppuShruthi Hassan Appu
Senior Database Administrator at DeliverooSenior Database Administrator at Deliveroo
Bence AcsBence Acs
Delivery driver at DeliverooDelivery driver at Deliveroo
Anchal MehdirattaAnchal Mehdiratta
Growth Account Manager at DeliverooGrowth Account Manager at Deliveroo