Mona Elgadi
Dubai
Summary
Experienced customer-oriented with strong multi-tasking skills and ability to efficiently prioritize task looking for a challenging career opportunity In a well-established organization to improve my knowledge, skills and utilize my previous work experience.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Tips and Toes
07.2023 - Current
- Schedule and confirm appointments for salon services, and schedule and cancel appointments as requested by clients.
- Answer incoming calls and respond to client inquiries regarding services, prices, and promotions. Provide knowledgeable and friendly assistance to clients, addressing their needs and concerns.
- Promote salon services and products to clients, explaining benefits and features. Upsell additional services when appropriate.
- Assist in handling customer complaints and feedback, escalating issues as necessary
Customer Service Representative
RTA - Roads and Transport Authority
03.2021 - 05.2023
- Answering inquiries about all RTA services
- Manage large amounts of inbound and outbound calls in a timely manner
- Follow communication 'scripts' when handling different topics
- Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
- Build sustainable relationships and engage customers by taking the extra mile
- Seize opportunities to promote rta services
- Keep records of all conversations in our call center database in a comprehensible way
- Frequently attend educational seminars to improve knowledge and performance level
- Meet personal/team qualitative and quantitative targets
Customer Service Representative
Sephora Middle East
01.2021 - 12.2021
- Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, following up to ensure resolution
- Provide accurate, valid and complete information by using the right methods/tools
- Assist with placement of orders, refunds, or exchanges
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Resolve customer complaints via phone and email
Call Center Representative
Al Ghurair Properties
06.2020 - 12.2020
- Understanding and assisting clients with the property information and location inquiries then transferring it to the property specialist
- Entering client inquiries in the CRM system transferring it to the leasing department
- Completing call notes and call reports as necessary and updating them in the CRM
- Recording details of comments, inquiries, complaints, and escalated to the concerned department
- Making outbound calls ensuring the customer inquiries and sending it to the property
Education
Bachelor Degree of Arts (B.A.) - English language & Literature
Omdurman Islamic Universit
Omdurman01.2018
Professional program training - English Language for Communication
Cambridge
Online01.2018
Skills
- Handle Workload and Time Management
- Effective Communication Skills
- Computer Skills
- Active listening
- People Oriented
- Adaptability
- Multi-tasking
- Familiarity with CRM Systems and Practices
Languages
English
Advanced (C1)
Arabic
Bilingual or Proficient (C2)
Tagalog
Bilingual or Proficient (C2)
Timeline
Customer Service Representative
Tips and Toes
07.2023 - Current
Customer Service Representative
RTA - Roads and Transport Authority
03.2021 - 05.2023
Customer Service Representative
Sephora Middle East
01.2021 - 12.2021
Call Center Representative
Al Ghurair Properties
06.2020 - 12.2020
Bachelor Degree of Arts (B.A.) - English language & Literature
Omdurman Islamic Universit
Professional program training - English Language for Communication
Cambridge
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