Farah Ahmed
Dubai
Summary
Focused on enhancing expertise in customer experience and satisfaction by contributing to a dynamic, forward-thinking organization that empowers ambitious professionals to grow, lead, and drive success.
Overview
10
10
years of professional experience
Work history
Team Leader
Raya CX - Majid Al Futtaim - SHARE Rewards - UAE
Dubai, UAE
2025.08 - Current
- Ensured adherence to company policy by all team members, maintaining professionalism at all times.
- Leading daily customer operations to ensure consistent, high-quality service delivery aligned with customer satisfaction goals.
- Utilizing reporting, analytics, and CRM systems to track performance, generate insights, and support decision-making.
- Collaborating with technical and marketing teams to support operations and customer initiatives.
- Managing tasks and workflows to ensure timely execution of operational and project-related activities.
- Delivering personalized support for priority members with high-value transactions and complex requests.
- Planning and coordinating events and operational activities to support engagement and execution.
- Adapting quickly to fast-paced environments and changing priorities while maintaining service quality.
Team Leader
Teleperformance - Majid Al Futtaim - SHARE Rewards - UAE
Dubai, UAE
2024.12 - 2025.08
- Ensured adherence to company policy by all team members, maintaining professionalism at all times.
- Leading daily customer operations to ensure consistent, high-quality service delivery aligned with customer satisfaction goals.
- Utilizing reporting, analytics, and CRM systems to track performance, generate insights, and support decision-making.
- Collaborating with technical and marketing teams to support operations and customer initiatives.
- Managing tasks and workflows to ensure timely execution of operational and project-related activities.
- Delivering personalized support for priority members with high-value transactions and complex requests.
- Planning and coordinating events and operational activities to support engagement and execution.
- Adapting quickly to fast-paced environments and changing priorities while maintaining service quality.
Team Coach
Teleperformance - Majid Al Futtaim - SHARE Rewards - UAE
Dubai, UAE
2024.01 - 2024.11
- Supporting agents through real-time guidance during complex or escalated customer interactions.
- Tracking agent KPIs (e.g., quality scores, adherence, productivity) and identifying development areas.
- Conducting one-on-one coaching sessions and follow-ups to reinforce performance improvement plans.
- Assisting in onboarding and training new agents on processes, systems, and customer experience standards.
- Managing scheduling and rostering to ensure optimal coverage, productivity, and adherence to service levels.
- Promoting a positive team environment through engagement, motivation, and continuous support.
- Ensuring consistent adherence to service standards, policies, and communication guidelines.
Senior Customer Service Representative
Teleperformance - Majid Al Futtaim - SHARE Rewards - UAE
Dubai, UAE
2023.06 - 2024.01
- Handling high-value and priority members by delivering personalized, premium-level customer support across multiple channels.
- Managing complex and escalated cases to ensure timely resolution and a seamless customer experience.
- Building strong relationships with VIP customers through proactive communication and tailored solutions.
- Monitoring transactions and member activity to ensure accuracy, compliance, and service excellence.
- Coordinating with internal departments (e.g., technical, marketing, and operations) to resolve VIP-related requests efficiently.
- Maintaining detailed case documentation and follow-ups to ensure end-to-end resolution.
- Assisting with service recovery actions to maintain trust and enhance overall member satisfaction.
- Ensuring adherence to service standards, SLAs, and brand tone for high-priority interactions.
Customer Service Representatives
Teleperformance - Majid Al Futtaim - SHARE Rewards－ UAE
Dubai, UAE
2022.05 - 2023.06
- Handled phone, email and social media enquiries with consistent customer service across multiple channels.
- Handled difficult situations calmly, delivered positive outcomes under pressure.
- Developed rapport with customers through empathetic listening skills.
- Improved customer satisfaction by efficiently resolving complaints and issues.
Training Center Assistant Manager
British Educational Institutes － Khartoum
Khartoum, Sudan
2019.05 - 2021.12
Training Coordinator
BRITISH Educational Institutes － Khartoum
Khartoum, Sudan
2016.06 - 2018.10
Skills
- Team Performance Management
- Team Engagement and Support
- Live Interaction Support
- Customer Experience Optimization
- Expertise in Customer Experience Delivery
- Reporting, Analytics, and CRM Tools
- Cross-Functional Collaboration
- Interdepartmental Coordination
- Project and Workflow Management
- High-Value Member Care
- Event Coordination
- Adaptability
Languages
Arabic
Native
English
Upper intermediate
B2
Timeline
Team Leader
Raya CX - Majid Al Futtaim - SHARE Rewards - UAE
2025.08 - Current
Team Leader
Teleperformance - Majid Al Futtaim - SHARE Rewards - UAE
2024.12 - 2025.08
Team Coach
Teleperformance - Majid Al Futtaim - SHARE Rewards - UAE
2024.01 - 2024.11
Senior Customer Service Representative
Teleperformance - Majid Al Futtaim - SHARE Rewards - UAE
2023.06 - 2024.01
Customer Service Representatives
Teleperformance - Majid Al Futtaim - SHARE Rewards－ UAE
2022.05 - 2023.06
Training Center Assistant Manager
British Educational Institutes － Khartoum
2019.05 - 2021.12
Training Coordinator
BRITISH Educational Institutes － Khartoum
2016.06 - 2018.10