Diana Letting
Dubai
Summary
Driven After Sales Escalation Specialist with a decade-long history of exceeding performance targets. Managed escalated cases for B2B and B2C customers, ensuring timely resolutions and maintaining high customer satisfaction. Advocated for operational excellence by streamlining communication and logistics processes.
Overview
11
11
years of professional experience
Work History
After Sales Escalation Specialist
AD Tyres International SLU
04.2025 - Current
- Managed escalated after-sales cases for both B2B and B2C customers, ensuring timely resolution of delivery issues, returns, refunds, and product complaints in line with company policies.
- Acted as the key liaison between customers, warehouses, and carriers to investigate complex logistics and fulfilment issues, ensuring accurate communication and effective case resolution.
- Handled high-priority escalations involving order discrepancies, damaged goods, and missing shipments, coordinating corrective actions such as replacements, refunds, or carrier claims.
- Maintained professional customer communication throughout the escalation process, balancing customer satisfaction with operational constraints while ensuring compliance with internal procedures and service standards.
Customer Escalation manager
Deliveroo
Dubai, UAE
11.2019 - 04.2026
- Developed and implemented strategies to prevent escalations by improving product quality and enhancing customer support procedures.
- Acted as liaison between L1 teams and customers, translating complex technical issues into understandable language for stakeholders.
- Conducted regular training for support staff on effective communication, and conflict resolution techniques.
- Collaborated with partners to prioritise and implement customer-requested enhancements and bug fixes.
- Maintained detailed records of escalations, resolutions, and customer feedback for continuous improvement purposes.
Call Center Agent
Nandos
Dubai, UAE
05.2016 - 10.2019
- Managed inbound and outbound customer calls in a high-volume call center environment.
- Demonstrated strong communication skills and product knowledge to effectively assist customers with their concerns and inquiries.
- Developed expertise in troubleshooting common technical issues and providing step-by-step guidance to customers over the phone.
- Assisted in training new call center representatives on company procedures, product knowledge, and customer service best practices.
Guest Relations Officer
Intercontinental Hotel
Nairobi, kenya
04.2015 - 03.2016
- Managed guest inquiries and requests via phone, and email ensuring prompt and personalized responses to enhance guest satisfaction.
- Utilized knowledge of hotel services, facilities, and local attractions to provide recommendations and create memorable experiences for guests.
- Acted as a liaison between guests and hotel management, advocating for guest preferences and ensuring their needs were met to maintain high levels of satisfaction.
- Implemented proactive communication strategies to anticipate guest needs and address potential issues before they arose, resulting in enhanced guest experiences.
Account Manager Intern - Lifebuoy
Uniliver
Nairobi, UAE
12.2014 - 03.2015
- Conducted market research on the global health and hygiene industry, with a focus on the soap and hand hygiene segment. Analyzed market trends, competitor strategies, and consumer preferences to identify opportunities for Lifebuoy's product portfolio.
- Supported the account management team in addressing client inquiries, providing product information, and resolving issues in a timely manner.
- Collaborated with the sales team to develop sales strategies and promotional campaigns for Lifebuoy products.
- Participated in training sessions and workshops on sales techniques, account management best practices, and Unilever's business processes.
Education
Diploma -
High School
Kenya11-2014
Skills
- Ravelin Fraud Prevention
- Checkout and Stripe Checking
- Zendesk Proficiency
- MS Office and Google Sheets (Word, Excel, PowerPoint, Outlook)
- Complaint Resolution
- Customer relationship management
- Logistics coordination
Timeline
After Sales Escalation Specialist
AD Tyres International SLU
04.2025 - Current
Customer Escalation manager
Deliveroo
11.2019 - 04.2026
Call Center Agent
Nandos
05.2016 - 10.2019
Guest Relations Officer
Intercontinental Hotel
04.2015 - 03.2016
Account Manager Intern - Lifebuoy
Uniliver
12.2014 - 03.2015
Diploma -
High School