Summary
Overview
Work History
Education
Skills
Languages
Work Availability
Timeline
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Marwa Shaaban

Marwa Shaaban

Dubai

Summary

I am a motivated individual seeking a new role in Dubai that with extensive experience providing first-class results. Meets job demands and deadlines through diligent work-ethic and dedication to quality.

Overview

4
4
years of professional experience

Work History

Customer Relations Associate

Lufthansa
Dubai
02.2022 - 11.2022
  • Monitored customer feedback, identifying service weaknesses to develop actionable solutions.
  • Oversaw customer service apprenticeships workload, providing guidance and supervision.
  • Liaising with customers and management on a plethora of complex complaints to ensure customer satisfaction whilst also safeguarding the business.
  • Performing a high level of data management and research to ensure cases are appropriately resolved within a timely manner.

Guest Specialist

Booking.com
Cairo
04.2021 - 01.2022
  • Created customer awareness of goods, services and special promotions with creative advertising strategies.
  • Provided service to guests in both German and English languages.
  • Handled guest queries through out different channels: Chat, email and phone calls.

Customer Service Representative

Vodafone UK
Alexandria
10.2018 - 03.2021
  • Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
  • I was selected for a six month management program which provided me experience in monitoring junior employees, providing feedback to management and ensuring adherence to the company policies and procedures.
  • Achieved recognition as the best mentor in the Alexandria Vodafone Office.

Education

Bachelor of Arts - Psychology

Faculty of Arts
Alexandria , Egypt
2023

Certificate of Higher Education - Science

Montaza Girls Highschool
Alexandria, Egypt
2016

Skills

  • Skilled multitasker
  • Team management
  • Customer complaint handling
  • Training and development
  • Research ability
  • Client relations specialist
  • Highly proficient in Microsoft Office (Excel, Word, Outlook, etc)
  • Experience working with a variety of data management software (Halo, TED and Cheetah)

Languages

English
Advanced
C1
German
Advanced
C1
Arabic
Bilingual or Proficient (C2)

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Customer Relations Associate

Lufthansa
02.2022 - 11.2022

Guest Specialist

Booking.com
04.2021 - 01.2022

Customer Service Representative

Vodafone UK
10.2018 - 03.2021

Bachelor of Arts - Psychology

Faculty of Arts

Certificate of Higher Education - Science

Montaza Girls Highschool

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Marwa Shaaban