Kainat Shaikh
Senior Customer Experience Manager
Dubai
Summary
Dedicated Customer Experience Manager with more than five years of experience in expert leadership. Serving as an escalation point for clients and internal departments to guarantee quick problem resolution and consistently excellent customer service. Strong people management skills and ability to coach, lead and develop employees. Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results.
Overview
12
12
years of professional experience
Work History
Senior Customer Experience Manager
InstaShop, DMCC
Dubai, UAE
07.2023 - Current
- Liaised closely with sales/business development teams to understand and meet customers' needs effectively.
- Met customer call guidelines for service levels and handle time while maintaining abandoned rate under 6%.
- Cultivated environment to encourage continual process improvements.
- Managed difficult situations, ensuring customer retention and loyalty.
- Managed workflow to continuously exceed quality service goals.
- Improved customer satisfaction by implementing new feedback systems.
- Developed new employees and ongoing performance assessments to maintain high-quality customer service.
- Engaged with external stakeholders to facilitate development and delivery of key customer initiatives.
- Conducted regular staff training, enhancing their problem-solving abilities.
- Reduced resolution time with effective complaint-handling strategies.
- Collaborated with marketing teams for brand-consistent communication strategies.
- Led multi-disciplinary team, fostering environment of continuous improvement.
- Developed standard operating procedures to streamline customer service operations.
- Conducted regular audits to ensure regulatory compliance.
- Maintained user retention rate at 70%.
Customer Experience Manager
InstaShop, DMCC
Dubai, UAE
08.2022 - 04.2023
- Created detailed reports for management on the status of quality assurance activities.
- Enhanced overall product quality by implementing robust QA processes and procedures.
- Coordinated with other departments to ensure seamless customer experience across all platforms.
- Directed call centre workflow, delegating tasks and continuously monitoring performance for adequate staffing and service levels.
- Led cross-functional teams to deliver top-notch customer service experiences.
Junior Customer Experience Manager
InstaShop, DMCC
Dubai, Dubai
12.2021 - 08.2022
- Monitored time taken to resolve customer issues, ensuring efficient problem-solving.
- Regularly analyze customer feedback to identify trends, areas for improvement, and successful practices.
- Established ability to resolve customer issues during initial interaction.
- Ensure that service levels promised to customers are consistently met.
- Track how well company retains customers, indicating effectiveness of customer experience.
- Encourage and measure collaboration among team members to enhance overall customer experience.
- Achieved established KPIs with 10% de-growth within team
Quality Assurance Supervisor
InstaShop, DMCC
Dubai, Dubai
05.2021 - 12.2021
- Fostered culture of continuous improvement within the team to increase productivity levels.
- Conducted thorough investigations into product failures, and implemented corrective actions promptly.
- Established effective quality assurance processes to enhance product reliability.
- Trained and mentored 15 direct reports within Quality Assurance department.
- Promoted from Quality Assurance Coordinator to Quality Assurance Supervisor within two years.
- Streamlined workflow, and enhanced efficiency in production process.
- Managed team tasks, and provided training on quality assurance processes and procedures.
Customer Service Executive
Airblue
Dubai, Dubai
02.2016 - 06.2019
- Warmly greeted customers with positive telephone etiquette, asking well-rounded questions to identify issues.
- Exceeded targets by delivering comprehensive and consistent service.
- Assisted in training new staff to ensure consistency in service delivery.
- Delivered exceptional service to increase customer loyalty.
- Increased client retention by 64% through outstanding account management.
- Kept up-to-date with company policies, ensuring correct information was given at all times.
Customer Service Representative
British Council
Sharjah, Sharjah
09.2014 - 10.2015
- Answered customer telephone calls promptly and improved on-hold wait times.
- Boosted monthly sales revenue by skilfully promoting diverse product and service options.
- Managed high volume of inbound calls for quick resolution of customer issues.
- Mitigated conflicts by providing timely and effective solutions to disputes raised by customers.
- Maintained up-to-date knowledge, resulting in effective product promotion.
- Managed 150+ daily calls, taking orders and escalated cancellations.
- Achieved top performer award thrice during employment period
Telesales Representative
Al Tareef LLC
Sharjah, Sharjah
10.2013 - 04.2014
- Handled inbound telephone calls from interested customers.
- Provided constructive feedback to management, contributing towards process improvement efforts.
- Maintained and recorded customer information in database.
- Managed high volume of inbound and outbound calls daily for meeting performance targets.
- Made 250+ calls per day.
- Followed up on potential leads from various sources, increasing conversion rate.
- Answered 120+ customer queries daily via inbound calls, emails and live chats while managing outbound sales calls.
Sales Executive
Starlight Airlines
Sharjah, Sharjah
03.2013 - 08.2013
- Attended freight handling training about aviation during 6 months internship program
- Effectively handled daily customer meetings, sales calls and account management tasks, improving sales team efficiency.
- Maintained contact with customers throughout sales and pre-delivery process.
- Managed client relationships from early stages of sales process through to post-sales
- Developed customer loyalty with excellent customer service, leading to repeat business.
Education
MBA - Human Resource Management
Collège De Paris
Sharjah01.2025
BBA - Bachelors in Commerce
University of Sindh
Dubai12.2017
High School Diploma - Commerce
Pakistan Islamia Higher Secondary School
Sharjah04.2014
Skills
- Performance Management
- Logistics policies and procedures (Aviation)
- Project coordination
- Budgeting and reporting
- Call centre operations
- Employee, Stakeholder & Operations management
- Customer relationship management
- Time management
- Omnichannel optimisation
- Knowledge in GDPR
- Quality assurance and control
- Event planning
- Microsoft Outlook, Word and Excel proficiency
Languages
Urdu
NATIVE LANGUAGE
English
Master or proficient
C2
Hindi
Master or proficient
C2
Arabic
Elementary
A2
Timeline
Senior Customer Experience Manager
InstaShop, DMCC
07.2023 - Current
Customer Experience Manager
InstaShop, DMCC
08.2022 - 04.2023
Junior Customer Experience Manager
InstaShop, DMCC
12.2021 - 08.2022
Quality Assurance Supervisor
InstaShop, DMCC
05.2021 - 12.2021
Customer Service Executive
Airblue
02.2016 - 06.2019
Customer Service Representative
British Council
09.2014 - 10.2015
Telesales Representative
Al Tareef LLC
10.2013 - 04.2014
Sales Executive
Starlight Airlines
03.2013 - 08.2013
MBA - Human Resource Management
Collège De Paris
BBA - Bachelors in Commerce
University of Sindh
High School Diploma - Commerce
Pakistan Islamia Higher Secondary School
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