Elaf Abdelhalim
Dubai,DU
Summary
Dedicated and customer-focused professional seeking a challenging customer service position where my communication skills, problem-solving abilities, and commitment to customer satisfaction can contribute to the success of the organization.
Overview
7
7
years of professional experience
Work History
Planning Lead
JTI
04.2022 - 12.2023
- Enhanced project efficiency by streamlining communication between planning and execution teams.
- Prepare monthly production plan according to market demand and factory capacity.
- Run monthly MRP to monitor stock level and ordering.
- Tracking the shipments during the month to ensure the ETAs are approximately.
- Optimized scheduling processes for improved resource allocation and cost reduction.
- Developed comprehensive project plans to ensure timely completion of deliverables.
- Collaborated with cross-functional teams to identify potential risks and implement mitigation strategies.
Product Cost Lead
JTI
06.2021 - 04.2022
- Improved project efficiency by streamlining post-production workflows and implementing new software solutions.
- Managed multiple projects simultaneously, ensuring timely completion and delivery within budgets.
- Developed raw materials cost analysis model to reflect the correct value of the inventory.
- Developed strong relationships with clients by maintaining regular communication and providing exceptional customer service.
- Achieved monthly closing deadline .participate in the monthly stock count and report the inventory value and COGS.
- develop variance analysis model to emphasize the FX impact, currency split impact and actual variance of the material.
IT and ERP Supervisor
SUR International Investments
01.2020 - 06.2021
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Established ERP needs via business process analysis and consultation.
- Participate in decision-making to optimize and improve technology management system.
- Established cost control reporting system.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
Customer Service Representative
MTN Sudan
01.2017 - 03.2018
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
Bachelor of Science - Accounting And Finance
Sudan University For Science And Technology
Khartoum, Sudan12.2016
Skills
- Change Management
- Continuous Learning
- Quality Assurance
- Contract Management
- Complaint Resolution
- Report Generation
- Scheduling
- MS office
- Time management
- Analytical thinking
- ERP Software
- CRM software
Languages
English
Advanced (C1)
Arabic
Bilingual or Proficient (C2)
Timeline
Planning Lead
JTI
04.2022 - 12.2023
Product Cost Lead
JTI
06.2021 - 04.2022
IT and ERP Supervisor
SUR International Investments
01.2020 - 06.2021
Customer Service Representative
MTN Sudan
01.2017 - 03.2018
Bachelor of Science - Accounting And Finance
Sudan University For Science And Technology
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