Hi, I’m
Israe Mattar
Supply Chain Analyst
Dubai, UAE,DU
Summary
Experienced Customer Experience Specialist with over 4 years of experience Customer Experience analyst. Able to communicate information and ideas appropriately using language and style of communication.
Overview
6
years of professional experience
4
years of post-secondary education
10
Certificates
Work History
Emaar Properties PJSCDubai, UAE
Customer Relationship Management
04.2022 - Current
Job overview
- Handling customers Inquiries after getting Sales and Purchase Agreement for Home Orientation and Handover
- Cooperating with Contractor support team for maintenance of snagging list provided by customer
- Handling customer complaints about maintenance requests and warranty claims including but not limited to service providers, Engineers, and inspections for providing materials
- Manage exceptions for properties of expired warranty in case it can be granted
- Coordinating with service providers booked from EmaarOne App and Community Management for Entry Permits and labors details
- Handling inquiries for Property Transfer coordinating with Dubai Land Department
AramexDubai, UAE
Acting as Customer Success Supervisor
01.2022 - 04.2022
Job overview
- Handling escalation and customer requesting supervisor calls
- Managing 4 customer Success Specialists with handling their accounts and adhering to SLA and KPIs Handling documents from JAFZA and DAFZA
- Assisting team in reporting and presentations
- Avoiding outstanding for handled accounts and making sure delivery is made within promised time Increasing overall customer satisfaction rates from 70% to 92% for KSA and GCC
- Ensure seamless transaction liaising with Pricing and Billing teams
- Ensuring that service is delivered at highest quality standards possible
- Abiding with company rules and regulations and educating customers with terms and conditions accordingly
AramexDubai, UAE
Senior Supply Chain Analyst
10.2020 - 01.2022
Job overview
- Focal point for customer's express and ecommerce shipping requests
- Assist customers\clients on status of their shipment, outstanding shipments or tracking
- Manage end to end shipment life cycle liaising with all internal and external stakeholders
- Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution
- Handling high volume of inbound inquiries via Calls, Social media, Chat.. etc
- Responsible for all KPIs and SLAs agreed with allocated customers Ensure seamless transaction liaising with Pricing and Billing teams
- Ensuring that service is delivered at highest quality standards possible
- Abiding with company rules and regulations and educating customers with terms and conditions accordingly
- Drives solution of customer complaints by solving it directly or assigning tasks to other function
- Acts as first contact point for customer claims; supports customer in notification and reception of claims, provides claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are complete
- Ensure seamless transaction liaising with Pricing and Billing teams
Noon E-commerceDubai, UAE
WhatsApp Executive
01.2020 - 10.2020
Job overview
- Assisting customers through WhatsApp Chats
- Delivering prominent information to customers regarding their order and assisting to resolve order related issues
- Providing prompt service
- Ensuring that service is delivered at highest quality standards possible
- Abiding with company rules and regulations and educating customers with terms and conditions accordingly
Noon E-commerceDubai, UAE
Escalation Desk Supervisor
10.2019 - 11.2019
Job overview
- Frontline Live Escalation Floor Support & VIP Customers Expert
- Training Recruits & Non-Voice front-liners (10 Members)
- Customer Excellence & Satisfaction - work collaboration with
- Marketplace Team and after-sales
- Ex Member of Core Team - Handles all types of customer requests
- Handling Signature and VIP customers' requests and complaint
Noon E-commerceDubai, UAE
CIR (Customer Initiated Return) Executive
02.2019 - 06.2019
Job overview
- Coordinate between customers and Customer initiated Return department, and Aramex for return
- Book Return on behalf of customer with Aramex upon their request with most suitable time and address, and provide customer with return reference number
- Answer all customers' queries regarding return period and SLA and provide full resolution in case of escalation
- Handle MCI\DED cased - Return Related - and follow up. • Update customers with lasted update form each department (after-sales, quality check, WH operations etc..)
Noon E-commerceDubai, UAE
Marketplace Operations and Fulfillment Executive
12.2018 - 02.2019
Job overview
- Coordinate with sellers and Marketing team to provide full description for item
- Assist sellers on how to submit their request through website to become part of Noon Marketplace Sellers
- Arrange delivery for items B2B from Sellers\First-mile to WH in timely manner
- Provide daily report for sellers' performance forB2B & B2C shipments
Noon E-commerceDubai, UAE
Customer Support Specialist
10.2018 - 12.2018
Job overview
- Provided primary customer support to internal and external customers
- Assisting customers through calls Responding promptly to customer inquiries
- Acknowledging and resolving customer complaints Processing orders, forms, applications, and requests
- Ensure customer satisfaction and provide professional customer support
Indian and Japanese EmbassyRabat, Morocco
Senior Translator & Interpreter
10.2016 - 07.2018
Job overview
- Translating Legal Documents, and helping visa applicants through process
- Act as first point of contact for Ambassador, and participate in Meetings\Conferences as private translator
- Translate legal Documents and take responsibility for any outstanding of junior executives
- Personal assistant for Ambassadors and\or any of community and family members
Ibn Tofile UniversityKenitra, Morocco
Assistant Professor of English
Job overview
- Provide and prepare classes on behalf of professor
- Assist students in general questions and study material
- Perform teaching in case of absence of professor
Sofitel HotelRabat, Morocco
Guest Service Agent
03.2015 - 07.2015
Job overview
- Greeting guests and assisting to check them in, and helping with luggage
- Providing answers for their inquiries simple and efficiently
- Send service if needed, and provide guidance for guests, and handle incoming calls
Education
IBN TOFIL UNIVERSITYMorocco
English Literature from Literature, English Literature and linguistics
09.2017 - 07.2018
IBN TOFIL UNIVERSITYMorocco
Associate of Arts from English Studies
09.2014 - 05.2018
Additional Information
‣ Microsoft:
- Artificial Intelligence on Microsoft Azure
- Microsoft Azure Machine Learning
‣ IBM Skills Network:
- Data Science Methodology
‣ Rutgers the State University of New Jersey:
⁃ Supply Chain Management Specialization Specialization Course Certificates
- Supply Chain Operations
- Supply Chain Logistics
- Supply Chain Planning
- Supply Chain Sourcing
- Supply Chain Management Strategy
‣ Aramex University: Dangerous Goods Regulation Awareness
Skills
Strategic Thinking & Planning and execution
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