DINARA KELEMETOVA
Abu Dhabi,UAE
Summary
With over 5 years of working as a customer service provider, I have developed useful skills such as; excellent problem solving skill, leadership skill, among many others. I am willing to dedicate all available and necessary resources, such as time, energy, skills, information and necessary materials to the achievement of the organization's goals.
Overview
3
3
Languages
5
5
years of post-secondary education
6
6
years of professional experience
Work History
Call Center Supervisor
Louvre Abu Dhabi
Abu Dhabi, UAE
01.2019 - Current
- Training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
- Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
- Answering agent questions regarding best practices or difficult calls.
- Identifying operational issues and suggesting possible improvements.
- Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
- Preparing reports and analyzing data to assist management to determine call center goals.
- Working with other supervisors and management team members to support agents and maximize customer satisfaction.
- Created team rotations to man center effectively during peak hours.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Customer Service Supervisor Cum Public Relations Officer
Xtreme Clean
Abu Dhabi, UAE
12.2016 - 01.2018
- Managing incoming calls and customer service inquiries.
- Identifying and assessing customers' needs to achieve satisfaction.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Responsible for day to day operations.
- Scheduling cleaning agent's visit to assigned customers.
- Handling cash procedures.
- Handling all paperwork related to employment process according to rules and regulations (issuing work permits, residence visas, health insurance, visa cancellation etc.) Issuing and renewal of all companies' licensing (trade license, tenancy contracts, etc).
- Interviewing new staff for company.
- City : Abu Dhabi Country : United Arab Emirates Start Date : 12-2016 End Date : 01-2018.
Sales Advisor
Al Jaber Optical
Abu Dhabi, UAE
04.2016 - 11.2016
- Listened to customer details and offered matching solutions to meet wide range of requirements.
- Identified client needs, built relationships and overcame objections to drive sales.
- Utilized effective communication and active listening skills to create client rapport to grow profitability.
- Recommended accurate and effective solutions to customers after identifying problems.
Personal assistant/ Administrator
Progymnasium 35
Nalchik, UAE
08.2013 - 02.2016
- Manage inbound telephone calls to Principal.
- Monitoring reporting manager's email and responding if required.
- Maintain Principal's diary and coordinate meetings and appointments.
- Taking notes and writing minutes during meetings.
- Conducting or preparing any research that reporting manager may require.
- Organizing travel and itineraries.
- Arranged domestic and international travel plans and itineraries, including flight, car service and restaurant reservations.
Education
Bachelor of HRM -
Synergy University
Moscow 09.2013 - 08.2018
Skills
Proficiency with technology, especially computers, software applications
Strong understanding of company products, policies and servicesExcellent problem solving, leadership and customer service skillsAbility to remain calm and courteous under pressure and navigate tense situations especially during busy hours
Customer service skillsProblem solvingWritten communication skillsSchedule Coordination
Report writing
Staff Management
Scheduling
Timekeeping Abilities
Employee Training
Information Tracking
Team Leadership
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Call Center Supervisor
Louvre Abu Dhabi
01.2019 - Current
Customer Service Supervisor Cum Public Relations Officer
Xtreme Clean
12.2016 - 01.2018
Sales Advisor
Al Jaber Optical
04.2016 - 11.2016
Bachelor of HRM -
Synergy University
09.2013 - 08.2018
Personal assistant/ Administrator
Progymnasium 35
08.2013 - 02.2016