Aya Ismail ElSharkawy
Dubai
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency, and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, ability to work well with others, in both supervisory and support staff roles.
Overview
9
9
years of professional experience
31
31
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
Senior Customer Relations Manager
DAMAC properties
Dubai
12.2019 - Current
- Handing over units to more than 200+ clients including Elite customers, Collecting dues more than 1.5 M per week.
- Answering and solving customers queries via several channels.
- Achievements:.
- Retain customers by 20%.
- Increase customer satisfaction by 25%.
- Average Increase of CSATs and NPS by 30%
- Problem solving. Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Experienced with SalesForce customer relationship management (CRM) system.
Senior Analyst
Marcura LLC
Dubai
09.2018 - 09.2019
- Collecting information related to over 10 ports and 50 cargo blends worldwide on weekly basis, sending reports to customers advising status of ports, checking line-ups with agencies and updating same in SQL.
- Mapped processes to holistically examine business flow and identify improvement opportunities.
- Validated results and performed quality assurance to assess accuracy of data.
- Conducted Shipping technical research to support data resolution and production updates.
Senior Executive Customer Experience
DA-Desk FZ LLC
Dubai
09.2017 - 09.2018
- Receiving Calls and contacting clients regarding any issues with DA-Desk online system.
- Used critical thinking to break down problems, evaluate solutions and make decisions which increased satisfaction level by 10%
Technical Vessel Operator
Dolphin Marine Co
Alexandria
12.2015 - 06.2016
- Performed status check of vessel’s safety equipment like fire extinguishers or firefighting room systems or lifesaving appliances and arrange for engineer according to flag , IMO and brand name.
- Used coordination and planning skills to achieve results according to schedule.
- Provided competitive quotation to clients to save 10% of job total cost.
Senior Vessel Operator
Al Baharia Shipping Company
Alexandria
10.2014 - 12.2015
- Arranged necessary documents according to type of operations needed like transiting S.C, discharging or loading in any Egyptian ports.
- Supply vessel with any services needed as cash to master, water, bunkering, provisions and arranging for crew change.
- Offered friendly and efficient service to all customers, handled challenging situations with ease which increased satisfaction level by 15%
Education
MBA - International Management
York St. John University
York 07.2018 - Current
TEST D’ÉVALUATION DE FRANÇAIS - French Studies
TEF Certificate
Dubai, UE 10.2021 - 10.2023
IELTS Certificate - English
IELTS
Dubai, DU 04.2021 - 04.2023
Bachelor degree - Management
Alexandria University
Alexandria 09.2008 - 05.2014
Diplôme Universitaire - Management
University of Poitiers, Notre Dame De Sion College
Alexandria 09.2008 - 09.2011
Diplome Des Affaires - B2 - French Business Management
Chambre De Commerce Et D'industrie De Paris
Paris 09.2010 - 11.2010
High School Diploma -
College De Notre Dame De Sion
Alexandria 10.1995 - 05.2008
Skills
Customer Relations
Responsible
Collaboration
Works Well Under Pressure
Strong English language skills
Proficient in French
Quick-learning
Team leader
sports
Passionate player of Tennis and Fencing
Certification
Dr. Rommel Sergio : Professor in HR management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
TEST D’ÉVALUATION DE FRANÇAIS - French Studies
TEF Certificate
10.2021 - 10.2023
IELTS Certificate - English
IELTS
04.2021 - 04.2023
Senior Customer Relations Manager
DAMAC properties
12.2019 - Current
Senior Analyst
Marcura LLC
09.2018 - 09.2019
MBA - International Management
York St. John University
07.2018 - Current
Senior Executive Customer Experience
DA-Desk FZ LLC
09.2017 - 09.2018
Technical Vessel Operator
Dolphin Marine Co
12.2015 - 06.2016
Senior Vessel Operator
Al Baharia Shipping Company
10.2014 - 12.2015
Diplome Des Affaires - B2 - French Business Management
Chambre De Commerce Et D'industrie De Paris
09.2010 - 11.2010
Bachelor degree - Management
Alexandria University
09.2008 - 05.2014
Diplôme Universitaire - Management
University of Poitiers, Notre Dame De Sion College
09.2008 - 09.2011
High School Diploma -
College De Notre Dame De Sion
10.1995 - 05.2008