Nadya Younes
Dubai,United Arab Emirates
Summary
Driven Head Of Customer Service with over 8 years of experience in CRM and Salesforce reporting, sales and negotiations, business development.
Demonstrates exceptional skills in complex problem solving, team leadership and coaching, and cross-functional collaboration to drive organizational success
Overview
9
9
years of professional experience
5
5
years of post-secondary education
Work History
Head of customer Service
CellSave Arabia UAE
Dubai
03.2024 - Current
- Drive end to end sales cycles including lead generation, lead qualification, sales presentations Sales Performance Monitoring Tracking daily, weekly, and monthly sales metrics, updating detailed performance reports, and providing actionable insights. and maintain net sales generation and account receivables
- Complaint Management Efficiently in resolving customer issues, while identifying and addressing underlying trends to improve service quality. Complains increased by 80%
- System and Reporting Enhancements: Continuously improving sales force system and updating all related reports to ensure accurate and current business data. System enhanced by 70%
- Strategic Collaboration: Working closely with senior management cross-functional teams to achieve revenue targets to align customer service initiatives with overall business strategy.
- Coordinated training programmes, enhancing team's product knowledge.
- Trained new hires on all aspects of the job, improving operational efficiency.
- Monitored team performance against set targets, driving operational improvements.
- Conducted regular performance reviews for staff development and improvement.
- Scheduled shifts based on seasonal demands and staff availability.
Client Relations Manager
CellSave Arabia UAE
07.2021 - 02.2024
- Sales Performance Monitoring Tracking daily, weekly, and monthly sales metrics, updating detailed performance reports, and providing actionable insights
- Spearheaded customer service initiatives, improving brand reputation.
- Ensured timely delivery of projects to enhance client trust.
- Handled high-value accounts with meticulous attention to detail.
- Delivered tailored solutions for maximized client satisfaction.
- Implemented efficient strategies, resulting in better client retention rates.
- Increased Clients data accuracy by 80% through managing and updating client information on Salesforce System.
- Improved Sales performance in Call Canter team by 120% by monitoring and evaluating current standards.
- Reduced customer complaints by 90% by improving current processes in response to Customers feedback.
- Strengthened client relationships by managing and resolving complex issues.
Supervisor
CellSave Arabia UAE
01.2018 - 02.2021
- Provide training for the team guidance, feedback, & keep the team motivated, anticipate escalation and take over calls when needed
- Assist in the formulation of targets for individuals, department & prepare monthly/annual reports
- Led team meetings, ensured clear communication amongst all members.
- Leading and mentoring the customer service team to drive excellence in both customer satisfaction and sales support.
- Resolved customer complaints promptly, resulted in increased customer satisfaction rates.
- Tracked employee performance, assessed daily output and implemented corrective actions to close gaps.
Sales Agent (Medical Consultant)
CellSave Arabia UAE
07.2017 - 05.2018
- Contact clients over the phone, emails and WhatsApp
- Meet or exceed daily, weekly, and monthly sales targets.
- Ensure timely communication to maintain customer interest.
- Upsell or cross-sell additional products and services during customer interactions & Cross-sell services offer Adds on services
- Documentation :ensure proper documentation
Sales Representative
CALTROP Consulting, (Fujitsu) UAE
05.2016 - 05.2017
- Identifying the customer's needs
- Managing the sales process for new prospects, from initiating the calls discussing, requirements, and close the deal
- Dealing with customers over phone, emails & Face to face
- Achieving all revenue targets & objectives
- Negotiated deals to secure long-term contracts with clients
Education
Bachelor of Science - Electrical Engineering (Telecommunication Engineering)
Academy Of Engineering Sciences
Khartoum 06.2004 - 10.2009
Skills
- CRM & Salesforce Reporting
- Project Management
- Sales & Negotiations
- Complex Problem Solving
- Team Leadership & Coaching
- Cross-functional Collaboration
- Conflict Resolution & Client Retention
- Customer experience mapping
- Decision-Making agility
- Motivating teams
- Skilled at database management
- Data analytics
- Business development
- Workforce scheduling
Languages
Arabic
Native
English
Advanced
Custom
New Business Development, Budgeting & Forecasting, CRM & Salesforce Reporting, Sales & Negotiations, Account Management, Complex Problem Solving, Team Leadership & Coaching, Strong Decision Maker, Works Well Under Pressure, Excellent Communication, Cross-functional Collaboration, Conflict Resolution & Client Retention
Personal Information
- Title: Head of Customer Service
- Date of birth: 08/01/86
- Nationality: Sudanese
Accomplishments
Certificate of Leadership Excellence
Certificate of Creative Problem Solver
Mentorship Award Certificate
Certificate of Achievement
References
References available upon request.
Timeline
Head of customer Service
CellSave Arabia UAE
03.2024 - Current
Client Relations Manager
CellSave Arabia UAE
07.2021 - 02.2024
Supervisor
CellSave Arabia UAE
01.2018 - 02.2021
Sales Agent (Medical Consultant)
CellSave Arabia UAE
07.2017 - 05.2018
Sales Representative
CALTROP Consulting, (Fujitsu) UAE
05.2016 - 05.2017
Bachelor of Science - Electrical Engineering (Telecommunication Engineering)
Academy Of Engineering Sciences
06.2004 - 10.2009
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