Salesforce
Monir Al-Taher
CRM Specialist
Dubai, UAE
Summary
Experienced Customer Relations/Customer Service Executive with over 4 years of experience in the hospitality/customer service industry. Excellent reputation for resolving problems and improving customer satisfaction.
Organized and dependable candidate, successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
2
2
Languages
Work History
CRM Specialist
Arada
Sharjah
07.2022 - Current
- Headed implementation of Salesforce, and migration from Microsoft Dynamics 365
- Automated 80% of manual workflows to save average of 4 manpower hours, per agent, per day.
- Heading 2 projects of 12 buildings each, 12 buildings are Student Accommodation, and 12 residential buildings.
- Assisting Chief Community Officer with any inquiries, or complaints regarding 24 buildings aforementioned.
- Maintained up-to-date knowledge of Salesforce and performed competitor analysis.
- Assisted in creating marketing campaigns for the Student Accommodation, to targeted audience via various social media platforms.
Lifestyle Manager
Quintessentially
Dubai
02.2022 - 07.2022
- Conducted competitive research to understand best practices and potential differentiators.
- Implemented and developed ticketing support and phone systems.
- Coached, supported and developed team with goal of continuous growth and skill improvement.
- Tracked and optimized team metrics such as overall production, conversion rates, product types and customer satisfaction.
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
- Identified issues, analyzed information and provided solutions to problems.
- Maintained energy and enthusiasm in fast-paced environment.
Reservation and Guest Relations Manger
Juan Bodega
Dubai
03.2022 - 07.2022
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Collaborated with team members to achieve target results.
- Used coordination and planning skills to achieve results according to schedule.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Worked with customers to understand needs and provide excellent service.
- Improved operations through consistent hard work and dedication.
- Managed team of employees, overseeing hiring, training and professional growth of employees.
- Saved $34,000 by implementing cost-saving initiatives that addressed long-standing problems.
Membership Coordinator
The Arts Club
Dubai
01.2021 - 02.2022
- Actively engaged clients upon entrance with pleasant greeting.
- Maintained membership database, ensuring that all information was current and accurate.
- Prepared marketing materials that would be sent out to members, which detailed new events, promotions and activities that were coming up.
- Identified issues and immediately stepped up to guarantee speedy and effective resolutions.
- Diligently trained all staff employees to be welcoming and helpful to members, which increased overall service expectations.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Exhibited high energy and professionalism when dealing with clients and staff.
Group Reservations Agent
Four Seasons Hotels And Resorts
Dubai
11.2020 - 01.2022
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Conducted research, gathered information from multiple sources and presented results.
- Carried out day-to-day duties accurately and efficiently.
- Used Microsoft Word and other software tools to create documents and other communications.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Delivered services to customer locations within specific timeframes.
- Worked with customers to understand needs and provide excellent service.
Education
BBA - Restaurant And Food Services Management
LTUC Hospitality
Amman, Jordan 01.2018 - 01.2020
Bachelor of Arts - Audio Engineering
SAE Institute
Amman, Jordan 01.2017 - 01.2018
Skills
Business development and planning
Systems and software programs
Sales Reporting
Coaching and mentoring
Strategic planning
Software
Dynamics 365
Microsoft Suite
Web development languages (PHP/NodeJS/SQL/NOSQL/CSS/HTML)
Timeline
CRM Specialist
Arada
07.2022 - Current
Reservation and Guest Relations Manger
Juan Bodega
03.2022 - 07.2022
Lifestyle Manager
Quintessentially
02.2022 - 07.2022
Membership Coordinator
The Arts Club
01.2021 - 02.2022
Group Reservations Agent
Four Seasons Hotels And Resorts
11.2020 - 01.2022
BBA - Restaurant And Food Services Management
LTUC Hospitality
01.2018 - 01.2020
Bachelor of Arts - Audio Engineering
SAE Institute
01.2017 - 01.2018