Heba Shahin
Customer Relations Professional
Dubai
Summary
Heba is a versatile professional with extensive experience in customer service, support, and library management. She has excelled in managing customer complaints, enhancing client communication, and ensuring satisfaction. Her background as a librarian showcases her skills in information management and customer service within educational contexts. Known for her adaptability and proactive approach, Heba is dedicated to building positive relationships and enhancing user experiences, making her an excellent candidate for a librarian role.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Consumer Affairs Associate
du
6 2023 - Current
- Acts as the liaison with the Telecommunications Regulatory Authority for major customer complaints.
- Analyzes regulatory complaints for severity and compliance impact.
- Manages critical complaints following regulatory guidelines and ensures transparency.
- Offers insights for process improvements and strategies to prevent future issues.
Social Media Customer Support Associate
du
03.2022 - 06.2023
- Managed social media customer complaints with empathetic, timely responses.
- Worked with Customer Service and Product teams for satisfactory resolutions.
- Built relationships online, engaging with comments and messages authentically.
- Engaged with influential community members to foster positive contributions.
Customer Experience Recovery Associate
du
07.2019 - 02.2022
- Worked with clients to understand needs and create custom solutions for retention.
- Enhanced communication between clients, management, and sales to address customer needs.
- Engaged with customers post-sale with additional offerings and gathered feedback.
- Offered process improvement insights in meetings, benefiting the department.
Back Office Associate
du - Teleperformance
11.2017 - 03.2019
- Was promoted to manage customer complaints via contact center, email, and chat.
- Worked with frontline teams for accurate solutions.
- Communicated with customers for updates and resolutions.
- Engaged in training for updated best practices and improved strategies.
Customer Service Representative
du - Teleperformance
10.2016 - 11.2017
- Improved satisfaction through active listening and communication.
- Used CRM for detailed documentation and teamwork to enhance service.
- Achieved targets in call time, resolution, and satisfaction ratings.
- Developed communication, problem-solving, and adaptability in a dynamic telecom setting.
Librarian
Alef Bookstores
12.2013 - 09.2015
- Managed acquisition process for new materials, ensuring the library's collection remained current and relevant.
- Optimized space utilization within the library facility through thoughtful design and organization of physical layouts.
- Increased patron satisfaction with timely responses to reference inquiries, utilizing extensive knowledge of information sources.
- Conducted comprehensive collection analysis to identify gaps or redundancies, optimizing resource allocation and budget management.
Teacher
Primary School
11.2011 - 10.2013
- Encouraged student teamwork with group projects.
- Used positive reinforcement for focus and productivity.
- Improved curriculum and teaching methods for better comprehension.
- Boosted participation and critical thinking with debate discussions.
Education
Bachelor of Arts - Spanish Literature
Cairo University
09.2007 - 06.2011
Skills
Customer service
Community Management
Critical Complaint Resolution
Communication
Problem-Solving
Collaboration
Time Management
Attention to Detail
Multitasking
Data Entry
Timeline
Social Media Customer Support Associate
du
03.2022 - 06.2023
Customer Experience Recovery Associate
du
07.2019 - 02.2022
Back Office Associate
du - Teleperformance
11.2017 - 03.2019
Customer Service Representative
du - Teleperformance
10.2016 - 11.2017
Librarian
Alef Bookstores
12.2013 - 09.2015
Teacher
Primary School
11.2011 - 10.2013
Bachelor of Arts - Spanish Literature
Cairo University
09.2007 - 06.2011
Consumer Affairs Associate
du
6 2023 - Current
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