Imad Sleiman
Dubai
Summary
Dedicated and results-oriented professional with extensive experience in administration, customer service, and contact centre management. Proven ability to handle diverse responsibilities including social media management, guest relations, technical assistance, and client feedback. Adept at training and motivating teams, optimizing operational efficiency, and ensuring high levels of customer satisfaction through effective problem-solving and quality assurance strategies.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Global Service Support/ Customer Experience
Etihad Airways, Dnata Travel DXB
Dubai
12.2018 - Current
- Handling Social Media, Guest Relations, Feedback, Executives and VIP complaint cases.
- Help Desk, Contact Centre and Technical Assistance.
- Ticketing and Reservation.
- Providing the client with all feedback and support to achieve his satisfaction.
- Offered training and support to keep team members motivated and working toward objectives.
- Delegated daily tasks to team members to optimize group productivity.
- Reviewed completed work to verify consistency, quality and conformance.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Delivered constructive call process feedback.
- Maintained strong call control and quickly worked through scripts to address problems.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Communicated with employees and supervisors about workplace adherence to laws, importance of status and ways to enhance compliance.
- Developed and executed quality assurance programs to monitor and improve contact centre agent performance.
- Analyzed customer feedback, call recordings, and metrics to make data-driven decisions for process enhancement.
- Conducted regular evaluations of customer interactions, identifying areas for improvement and providing feedback to agents.
- Responded to inquiries and resolved administrative issues promptly and professionally.
- Assisted in the preparation of reports, presentations.
- Provided first-level leadership support to the team, overseeing day-to-day operations and reporting updates to the Officer/Line Manager.
- Successfully managed a large volume of service requests within a 24/7 shift environment, ensuring timely resolution and adherence to procedures.
- Trained and motivated team members to achieve organizational objectives and maintain high productivity levels.
- Analyzed CRM reports, customer feedback, and call recordings to make data-driven decisions for process enhancement.
CUSTOMER SERVICE AGENT
DNATA TRAVEL DXB
05.2017 - 12.2018
- Managing social media channels, including Facebook, Twitter & Live Chat
- Proposing new ideas, concepts and creativity for social media content
- Providing online customer care service
- Managing complains and technical support issues
- BUSINESS DOCUMENT This document is intended for business use and should be distributed to intended recipients only.
Self Employed
EMPLOYEE, IMAD NAIEF PLASTER & TILE CO. SHJ
Dubai
01.2008 - 01.2016
- Large knowledge of Marble, Granite and tiles work,
- Ensuring a high quality work meets the client expectation
- Professional Communication skills
- Sales and Marketing solutions
- Supervision power and Quality control
- Expert in Tiles Works and Mechanical Installation
- Quoting and estimating
- Man power control and supervision
- Sale and Customer service plan.
- Coordinated office activities and operations to ensure efficiency and compliance with company policies
- Implemented improved handling procedures for Emergency Leave, absenteeism records and payroll ensuring accuracy and compliance
- Provided administrative support to various departments, including HR, finance, and marketing.
- Managed daily office operations, including scheduling, correspondence, and supply management.
TECHNICAL MACHINE PROGRAMMER AND OPERATOR, Technical Team Leader
DAR AL ROKHAM LLC DUBAI
01.2003 - 01.2007
- Designing a team work support
- Drawing solutions to provide a high quality output
- High communications with projects managers and site team
- Apply quality control, tests and inspection as required
- Reporting Letters, inter reports and technical reports
- Correspondence with the client and follow up
- Providing the client with all feedback and support to achieve his satisfaction.
Education
AL AHLYA CHIRATY SCHOOL DUBAI
01.1999
Skills
- Effective presentation and communication skills
- High self confidence
- Strong interpersonal skills
- Ability to handle surprises
- Decision making and problem solving skills
- Excellence Communication skills and Negotiating skills
- Team Collaboration
- Customer Success
- Team Leader multi tasking
- Social media
- Sales force CRM
- Quality Assurance and Improvement
Certification
- Customer Success Management Certification Programs CCSM Level 1
- Quality Management System
- Data Privacy Basics
- PCI DSS - Securing Point of Sale Devices
- Customer Experience: Journey Mapping
Interests
Sports, Scuba Diving, Traveling and Reading.
Timeline
Global Service Support/ Customer Experience
Etihad Airways, Dnata Travel DXB
12.2018 - Current
CUSTOMER SERVICE AGENT
DNATA TRAVEL DXB
05.2017 - 12.2018
Self Employed
EMPLOYEE, IMAD NAIEF PLASTER & TILE CO. SHJ
01.2008 - 01.2016
TECHNICAL MACHINE PROGRAMMER AND OPERATOR, Technical Team Leader
DAR AL ROKHAM LLC DUBAI
01.2003 - 01.2007
AL AHLYA CHIRATY SCHOOL DUBAI
- Customer Success Management Certification Programs CCSM Level 1
- Quality Management System
- Data Privacy Basics
- PCI DSS - Securing Point of Sale Devices
- Customer Experience: Journey Mapping
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