Jilan Nassan
Dubai,UAE
Summary
Dedicated and results-oriented Senior Sales and After-Sales Coordinator with a distinguished record of performance, notably recognized in 2018, 2020, and 2021. Demonstrates exceptional organizational and communication skills, consistently achieving customer satisfaction. Adept at streamlining operations and contributing to the success of the organization. Eager to take on new challenges and continue delivering impactful results.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Acting Team Leader
Al Futtaim Automotive
Dubai, UAE
01.2022 - Current
- Led daily operations, collaborating with management for efficiency enhancements.
- Conducted focused training sessions, fostering collaboration and ensuring peak performance.
- Motivated and coached team members to achieve KPIs.
- Supported quality and training through call evaluations, feedback, and process improvements.
- Managed escalated complaints and supervised inbound/outbound activities for operational efficiency.
- Delegated tasks strategically and set performance goals, providing valuable feedback.
- Spearheaded recruitment and training initiatives, promoting continuous improvement.
- Supported team to overcome new challenges by forecasting knowledge and skills gaps.
- Reported on team performance to higher leadership, proactively offering action for areas of improvement.
- Collaborated with colleagues from different backgrounds to tackle new challenges.
Senior Coordinator Sales & After Sales | Operation
Al Futtaim Group
Dubai, UAE
01.2017 - 12.2021
- Championed adherence to operational best practices and company policies.
- Supporting management by raising complaints which is shared by Ministry of economy and escalated to right department and provided feedback to management
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Developed empowering employee culture focused on equipping staff to independently meet customer needs.
- Worked actively with management team to create daily and weekly sales plans based on weekly sales trends.
Reservations Executive
Ameely Travel
Dubai, UAE
01.2016 - 01.2017
- Represented brand to domestic and international guests with exemplary presentation skills.
- Upsold guest experiences to maximise average booking value.
- Managed high volumes of incoming calls using VoIP system.
- Processed payments and online bookings with zero error.
- Dealt with high-volume calls and emails competently to meet service targets.
- Applied upselling strategies to achieve revenue increase through car hire and tour bookings.
Education
Bachelor of Education - Turkish Language and Literature
Aleppo University
Syria08.2015
Skills
- Talent development
- Operations coordination
- Strategies and goals
- Customer Relations Management
- Leadership
- Time management
- Complaint management
- Hands-on experience on SAP IS AUTO, Connect, Geneysis, and Qualtrics
Languages
Arabic
Native
English
Fluent
Turkish
Native
Accomplishments
My exemplary end-of-year performance was acknowledged in the years 2018, 2020, and 2021, earning recognition as a distinguished employee. Additionally, I have received the esteemed Employee of the Month award on more than three occasions, underscoring my consistent commitment to excellence and valuable contributions to the organization.
Certification
Scrum Master Certified (SMC) Scrum Alliance – 2022
Training &Facilitation Certified
ATD Certificates 2023
First Aid Educator
Timeline
Acting Team Leader
Al Futtaim Automotive
01.2022 - Current
Senior Coordinator Sales & After Sales | Operation
Al Futtaim Group
01.2017 - 12.2021
Reservations Executive
Ameely Travel
01.2016 - 01.2017
Bachelor of Education - Turkish Language and Literature
Aleppo University
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