NAIMA EL FASSI
Dubai
Summary
Polite and professional customer service , successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
4
4
years of professional experience
2
2
years of post-secondary education
3
3
Languages
Work History
Call center Agent
Dashing International Group
Dubai
07.2020 - Current
- Communicating and coordinating with colleagues as
- PROFILE necessary
- Coordinating with insurance representatives for patients
- Identifying and assessing patients’ time flexibility to achieve
- Hardworking Customer service professional with demonstrated commitment to providing incredible service
- Strong communication skills that allow to listen to customer problem and suggest acceptable solutions
- Answer calls and respond to emails
- Handle customer inquiries both over phone and by email
- Research required information using available resources
- Resolved over then 20 customer issues per shift by searching and exploring answers , implementing solutions and escalating unresolved problems to upper management
- Provide customers with product and service information
- Enter new customer information into system
- Update existing customer information
- Process orders, forms and applications
- Identify and escalate priority issues
- Route calls to appropriate resource
- Follow up customer calls where necessary
- Document all calls information according to standard operating procedures
- Complete call logs
- Produce call reports
Receptionist
Royal Aesthetica Poly Clinic
Dubai
02.2020 - 04.2020
- Maintaining positive, empathetic and professional attitude toward customers always
- Managing over then 40 incoming calls and customer service inquiries and all appointments related to doctors. satisfaction
- Follow communication procedures, guidelines and policies
- Managing documents for company (Trade License, DHA License
- Owners Documents)
- Keeping records of customer interactions, transactions, comments and complaints
- Assist HR Manager for making staff files, updating employee’s record with performance and termination letters
- Maintains employee’s database with visa expiry and insurance details.
Customer service representative
Roseberry Supermarket
Dubai
03.2018 - 02.2019
- Maintaining positive, empathetic and professional attitude toward customers always
- Managing more then 50 incoming calls and customer service inquiries
- Dealing with suppliers and wholesalers for procurement stock
- Identifying and assessing customers’ needs to achieve satisfaction
- Follow communication procedures, guidelines and policies
- Responding promptly to customer inquiries
- Communicating with customers through various channels
- Acknowledging and resolving customer complaints
- Collected and analyzed customer information to prepare product or service report
- Keeping records of customer interactions, transactions, comments and complaints.
Retail Sales Associate
Italian Multi Brand Boutique)
Agadir
09.2016 - 01.2018
- Helped customers complete purchases, locate items and join reward programs.
- Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
- Issued receipts and processed refunds, credits or exchanges.
- Answered questions about store policies and addressed customer concerns.
- Increased sales 20% and customer satisfaction through personalized servicing
Education
Bachelor of Arts - English Language
Ibn Zohr University
Agadir Morocco 01.2015 - 01.2016
Diploma - English
Ibn Zohr University
Agadir Morocco 01.2013 - 01.2014
Skills
Problem Resolvingundefined
Timeline
Call center Agent
Dashing International Group
07.2020 - Current
Receptionist
Royal Aesthetica Poly Clinic
02.2020 - 04.2020
Customer service representative
Roseberry Supermarket
03.2018 - 02.2019
Retail Sales Associate
Italian Multi Brand Boutique)
09.2016 - 01.2018
Bachelor of Arts - English Language
Ibn Zohr University
01.2015 - 01.2016
Diploma - English
Ibn Zohr University
01.2013 - 01.2014
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