HANAN SAYED IBRAHIM
Dubai
Summary
Experienced Customer Service professional adept at delivering top-notch service and adeptly managing multiple tasks. Committed to fostering profitable relationships and driving business growth. Skilled Social Media Specialist with a keen eye for detail and expertise in web strategies. Recognized for exceptional copywriting, brand management, and marketing prowess.
Overview
10
10
years of professional experience
1
1
Certification
Work History
E-commerce Specialist
Blink E-commerce
07.2023 - 01.2024
- Monitored customer service standards
- Resolved billing errors and provided company information.
- Maintained working knowledge of company products, services and promotions.
- Proficient in Shopify System.
- Manage product listings, including Social Media, content creation, and optimization.
- Managed inventory levels for accurate stock-keeping, reducing backorders and maintaining customer satisfaction.
- Conducted regular competitor analysis to stay informed of industry trends and maintain a competitive edge in the marketplace.
- Monitored website traffic and customer reviews to evaluate responses to site updates.
- Monitored trends in online retail to identify new opportunities for growth.
Order Management Specialist
Storeus.com
07.2022 - 07.2023
- Reviewed orders for accuracy and completeness
- Stayed updated on new products and order processes
- Managed orders across multiple systems
- Coordinated with sales and operations teams
- Ensured compliance with company policies
- Handled inventory organization and rotation
- Processed customer credit applications
- Proficient in Magento System.
- Supported sales team for increased revenue generation by efficiently managing orders and maintaining customer satisfaction.
Senior Customer Service Representative
Noon.com
09.2018 - 07.2022
- managed customer inquiries via email, chat, and social media, delivering prompt, personalized, and empathetic support to enhance satisfaction and loyalty
- Resolved client conflicts promptly to maintain key accounts
- Provided knowledgeable responses to customer inquiries
- Utilized Zendesk, Agent One, and Sprinkler System for issue resolution
- Enhanced customer retention and drove sales through effective dispute resolution.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Worked with Goodwill Validation Dispute Resolution Team
- Provided dedicated support to teams in Bahrain and India throughout their onboarding process, ensuring seamless integration and fostering a productive working environment
- Achieved successful dispute resolutions through active listening and empathetic communication skills.
- Validated over 2000 cases from the Customer Experience team
- Disputed cases against the Customer Service Team for re-validation
- Promoted upselling opportunities when appropriate, contributing to increased revenue generation through add-on sales or upgrades of existing products services.
Customer Service Representative
Dubai Health Authority, DHA
08.2017 - 09.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Managed inquiries for Primary Health Care Centers, including booking new appointments, scheduling, and providing information.
- Assisted in the registration of new professional licenses and health facilities.
- Handled inquiries related to Medical Fitness and Medical Education for employees.
- Addressed Occupational Health Card inquiries and assisted with various health funding options.
- Provided primary customer support internally and externally.
- Proficient in the Salama System.
- Handled an average of 100 inbound customer calls daily.
Customer Service Representative
Raya Contact Center (Etisalat UAE Project)
02.2014 - 04.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Updated account information to maintain customer records
- Maintained customer satisfaction with forward-thinking strategies focused on
- addressing customer needs and resolving concerns.
- Training support for new Batches.
- Floor support for agent's inquiries and Customer escalations.
- Worked as Quality Assurance Specialist monitoring, inspecting, and
- proposing measures to correct or improve the organization's final products to
- meet established quality standards.
- Experience with CIM, CRM and CMS System.
Education
Bachelor - Management Information Systems
Modern Academy
Cairo, Egypt06.2011
Skills
Skills:
Product LifeCycle Management, Internal and External Communication, Merchandising for Retail Strategic Partnership, Asset Management Performance, New Product Introduction, Category Growth, MS Excel, Effective leader, Customer Needs Assessment, Order Fulfillment, Customer service-oriented, Content Marketing, Order process management, Product Management, Social Media Management, Shipment Processing, Customer Support
- Shopify, Zendesk, Magento, Salesforce, CRM, CIM, Salama System, Agent One, and Sprinkler System
Software:
Certification
- Certified Social Media Specialist, Integrated Marketing Foundation IMFND
Languages
Arabic
English
Timeline
E-commerce Specialist
Blink E-commerce
07.2023 - 01.2024
Order Management Specialist
Storeus.com
07.2022 - 07.2023
Senior Customer Service Representative
Noon.com
09.2018 - 07.2022
Customer Service Representative
Dubai Health Authority, DHA
08.2017 - 09.2018
Customer Service Representative
Raya Contact Center (Etisalat UAE Project)
02.2014 - 04.2017
Bachelor - Management Information Systems
Modern Academy
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