Fatima Zahra Arich
Dubai
Summary
Detail-oriented professional with expertise in social customer care, e-commerce, and team leadership. Demonstrates strong written communication, creative thinking, and a client-focused approach to relationship management. Skilled in time management, multi-tasking, and fostering teamwork to achieve organisational goals. Recognised for being punctual, organised, and a fast learner with a proven ability to adapt quickly in dynamic environments. Committed to leveraging skills and experience to drive operational excellence and enhance customer satisfaction.
Overview
13
13
years of professional experience
Work History
Customer service representative
Wheely LTD
Dubai, UAE
10.2024 - Current
- Delivered exceptional customer service across multiple communication channels, including calls, live chat, and emails, ensuring the highest standards of professionalism and efficiency.
- Ensured strict adherence to operational SLAs, protecting customers' time and enhancing satisfaction levels.
- Maintained rigorous luxury communication standards to provide an elite level of service to all customers.
- Consistently met customer satisfaction targets, contributing to the overall success of the team and company.
- Investigated and resolved customer and chauffeur issues promptly, ensuring a seamless experience for all parties involved.
- Actively identified, prioritized, and escalated customer feedback to senior management and relevant teams to drive continuous improvement.
- Played a key role in enhancing customers' experiences with the service, supporting company growth through high-quality interactions.
- Managed high volume of inbound calls for quick resolution of customer issues.
- Trained new hires for improved productivity and efficiency on the job floor.
- Developed strong relationships with customers fostering brand loyalty and repeat business.
- Mitigated conflicts by providing timely and effective solutions to disputes raised by customers.
Senior Customer Care Representative
Kayfi.com
Dubai
08.2022 - 08.2024
- Handling social media pages of the company and taking care of the Google Reviews
- Attending customer's inquiries/Requests and solving their complaints
- Coordinating with the 3PLS to ensure a smooth delivery experience
- Assisting in the events the company hosts and helping in raising awareness of the brand
- Managing Booths and pop ups in different emirates
- Getting in touch with Influencers and contest winners
- Running surveys to check customer satisfaction
- Organizing in house activities for the teams to ease up work tension and stress
- Maintaining excellent client satisfaction by providing in depth support
- Streamlined operations by implementing efficient procedures for handling customer requests and complaints.
- Assessed feedback from customers for improvements in product and service quality.
- Collaborated with the sales department to ensure seamless service delivery across all channels.
- Offered detailed advice on product and service benefits.
Senior Social Media Specialist
Noon
Dubai
01.2018 - 06.2022
- In these two years, I got the chance to be part of serving directly the customers and I was part of the inbound team, then chat and email, and lastly the social media department where I used to handle the company's social media platforms
- Alongside the customer service role, I was given marketing and content-related tasks, such as reviewing posts and giving ideas for our Snapchat and IG stories
- Added to that, I'd get in touch with winners through our platforms to get their details, help coordinate between our department and partnerships one
- Train new joiners for our big Yellow Friday Sale and help them have a smooth onboarding
- Give creative public replies on our IG page and not only noon's yet all the within apps ( NowNow, NoonFood, Noon Grocery, Kul, SIVVI...)
Quality analyst
Mo call
Casablanca
01.2015 - 01.2018
- Mo call Center Quality analyst: I was auditing the interactions that agents used to have with client, giving the needed coaching when necessary and I had a fair share in improving the knowledgebase so that it helps giving the customers the best service they can ask for
Event organiser
Sunderland University
01.2014 - 01.2015
- Sunderland University Student activities organizer I had the privilege to work with the Sunderland university branch in Casablanca Morocco where I was in charge of all the university's open days and events, which we used to plan inside the university and outside
Event organiser
White Rose Association
01.2013 - 01.2014
- My main task with this association was to arrange events for charity purposes, encourage wealthy people to donate money for the poor ones through a series of events which were held in different places and cities in Morocco
Store Manager
Mango
Casablanca
01.2012 - 01.2013
- Completed opening and closing procedures each day
- Assisted in recruiting, hiring and onboarding store staff
- Provided excellent customer care through prompt complaint resolution and quality of service
- Analyzed daily and weekly sales results and maintained ongoing, productive dialogue with area manager and peers on sales performance
- Oversaw daily store cleaning and general store maintenance to keep high company standards
- Checked invoices from suppliers against physical stock records to identify discrepancies
Education
Bachelor Degree -
Ispits
Casablanca /2014 - /2017
Skills
- Social customer care
- Organized
- Punctual
- Multi-Tasker
- Fast-Learner
- Team-work
- Creative thinking
- Time management
- Strong written communication
- Client-Focused approach
- E-Commerce experience
- Team Leadership
- Relationship Management
Languages
Arabic
Native
English
Native
French
Native
Turkish
Intermediate
References
References available upon request.
Timeline
Customer service representative
Wheely LTD
10.2024 - Current
Senior Customer Care Representative
Kayfi.com
08.2022 - 08.2024
Senior Social Media Specialist
Noon
01.2018 - 06.2022
Quality analyst
Mo call
01.2015 - 01.2018
Event organiser
Sunderland University
01.2014 - 01.2015
Event organiser
White Rose Association
01.2013 - 01.2014
Store Manager
Mango
01.2012 - 01.2013
Bachelor Degree -
Ispits
/2014 - /2017
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