Najwa Suliman
Dubai,United Arab Emirates
Summary
Highly skilled office manager with a strong background in office management proficiency, excellent communication skills, and customer service excellence. Demonstrates strong organizational abilities, technological proficiency, and team collaboration. Adept at problem-solving, strategic planning, and change management. Proficient in technical communication, social media scheduling, and client relationship management. Committed to providing exceptional service and maintaining efficient office operations while continuously adapting to new technologies.
Experienced professional with focus on providing high-level support to executive leadership. Skilled in managing schedules, coordinating meetings, and handling confidential information, ensuring seamless daily operations. Known for exceptional organisational abilities and proactive approach to problem-solving.
Overview
15
15
years of professional experience
2008
2008
years of post-secondary education
1
1
Certification
Work History
CEO's Executive Secretary
Dubai Refreshment P.J.S.C.
Dubai, UAE
11.2024 - Current
- Contributed to team efforts; maintained open lines of communication across departments.
- Created and organized filing system; ensured easy access to important documents.
- Prioritized incoming communications to filter out basic requests and minimize disruptions.
- Partnered with management to implement processes and complete special projects.
- Booked flights and hotels for domestic and international meetings.
- Screened incoming phone calls and relayed detailed messages.
- Coordinated board meetings and prepared relevant materials to facilitate discussions.
- Facilitated effective communication between CEO and other staff members.
- Streamlined communication process by managing and prioritizing CEO's emails.
- Managed CEO's schedule efficiently, preventing double bookings or missed appointments.
- Documented conferences, meetings and appointments with verbatim reports.
- Managed over 50 customer calls per day.
Receptionist supervisor
Dubai Refreshment P.J.S.C. Pepsi Dubai
Dubai, United Arab Emirates
01.2022 - 10.2024
- Manage front desk operations, providing visitors, clients, and employees with professional and welcoming environment.
- Act as first point of contact, answering phone calls, responding to inquiries, and directing visitors to appropriate departments.
- Assist in recruitment process, including candidate sourcing, CV screening, interview coordination, and onboarding support.
- Organize company events, employee engagement activities, and training sessions.
- Ensure compliance with company policies and labour laws while supporting HR in handling employee relations and communications.
- Handled client queries, resulted in improved customer satisfaction levels.
- Responded to company enquiries quickly and professionally.
- Updated office management on team's activities and progress at weekly meetings.
- Directed customer calls and communicated messages to relevant team members.
- Managed over 50 customer calls per day.
Contact Centre Agent
Integrate Transport Center
Abu Dhabi, United Arab Emirates
01.2020 - 02.2021
- Deliver high-quality customer service by handling inbound and outbound calls, addressing inquiries and resolving issues related to transportation services.
- Assist customers in booking transportation services, and providing real-time information on schedules, routes, and service availability.
- Process complaints and feedback, escalating issues to relevant departments for timely resolution while maintaining professional tone.
- Maintain accurate records of customer interactions, logging inquiries and resolutions in CRM system.
- Assist in training new team members, offering guidance on effective communication and issue-resolution techniques.
- Acted as first point of contact for customer issues and queries.
- Identified system glitches, contributed to smooth operations.
- Provided accurate, consistent and meaningful advice to customers to boost retention.
- Maintained call centre efficiencies, ensuring clear, effective communication with all departments.
- Managed over 150 customer calls per day.
Contact Centre Agent
Federal Tax Authority
Abu Dhabi, United Arab Emirates
01.2018 - 12.2019
- Deliver high-quality customer service by handling inbound and outbound calls, addressing inquiries and resolving issues related to transportation services.
- Assist customers in booking transportation services, and providing real-time information on schedules, routes, and service availability.
- Process complaints and feedback, escalating issues to relevant departments for timely resolution while maintaining professional tone.
- Maintain accurate records of customer interactions, logging inquiries and resolutions in CRM system.
- Maintained up-to-date client records in database systems.
- Handled irate customers to maintain company reputation.
- Collaborated with team members to achieve targets.
- Resolved complex customer queries, improved service quality.
- Reported technical issues promptly for swift problem-solving.
- Accepted direct payments and set up invoicing and payment plans for complex orders.
- Managed over 88 customer calls per day.
Customer Service Executive
Landmark Group
UAE, United Arab Emirates
11.2014 - 12.2017
- Deliver exceptional customer service by assisting customers with product inquiries, recommendations, and purchases in fast-paced retail environment.
- Achieve and exceed sales targets through effective product knowledge, cross-selling, and upselling strategies.
- Handle customer complaints and returns, ensuring customer satisfaction by providing timely and professional solutions.
- Process sales transactions, and managed point-of-sale (POS) systems with accuracy and efficiency.
- Maintaining store displays and ensuring merchandise is well-stocked and organized, contributing to positive shopping experience.
- Assist in stock inventory management, including restocking shelves and conducting stock counts to maintain optimal inventory levels.
- Build strong customer relationships, contributing to repeat business and positive word-of-mouth referrals.
- Collaborate with team members to support store promotions, events, and seasonal sales campaigns.
- Handled live chat queries within strict timeframe targets.
- Built positive customer rapport through friendly, professional communication.
- Reduced customer waits times by adhering to call target timeframes.
- Explained benefits and advantages of different product and service offerings to customers.
- Updated customers on special offers and promotions for increased revenue.
- Improved company processes by analyzing customer feedback and service trends.
- Managed over 70 customer calls and email per day.
Passenger Service Agent
Khartoum International Airport
Khartoum, Sudan
03.2010 - 10.2014
- Assist passengers with check-in procedures, including issuing boarding passes, verifying travel documents, and managing baggage handling.
- Provide exceptional customer service, addressing passenger inquiries, resolving issues, and offering support for flight changes, cancellations, and delays.
- Coordinate with airport staff and airline representatives to ensure smooth boarding processes, ensuring compliance with airport and airline protocols.
- Support passengers with special needs by arranging wheelchair assistance, guiding unaccompanied minors, and addressing other service requests.
- Handle real-time flight information, communicating updates to passengers regarding departures, arrivals, and gate changes.
- Ensure compliance with airport security regulations, verifying identification and maintaining safety protocols during passenger interactions.
- Manage lost and found inquiries, assisting passengers with missing or delayed baggage claims.
- Oversaw ticketing, gate and ramp services.
- Handled disruption cases such as denied boarding situations or flight cancellations calmly.
- Negotiated unique airline discounts, resulting in significant cost savings to clients.
- Resolved complaints, cancellations and refunds with mutually beneficial solutions.
- Processed travel deposit and balance payments accurately, maintaining records of receipt.
- Managed over 40 customer calls per day.
Education
Flight Dispatch - Aviation
Khartoum Academy for Aviation - Khartoum Sudan.
SUDAN 08.2010 - 02.2011
High School degree - Hight School
Al Zubair Mohamed Salih Girls
Khartoum2007
Skills
- Office management proficiency: Efficiently coordinate appointments and manage correspondence
- Excellent communication skills: Fluent in interactions with clients and colleagues
- Strong organizational abilities: Skilled in task prioritization and maintaining records
- Customer service excellence: Committed to providing exceptional service and resolving inquiries
- Team collaboration: Works well with colleagues to achieve common goals
- Problem-solving skills: Resourceful in addressing challenges and implementing solutions effectively
- Social media scheduling
- Social media knowledge
- Filing systems
- Data entry and database management
- Client Relationship Management
- Diplomacy handling
sections.external_links.name
Languages
ENGLISH
Fluent
ARABIC
Native
French
Beginner
Certification
Volunteer in the Emirates Red Crescent 2017-2019
Air Scouting Volunteer 2012-2014
Flight Dispatch license NO 0480
UAE drivers license
Affiliations
- Swimming-Traveling-Collecting-Cooking and Baking
Timeline
CEO's Executive Secretary
Dubai Refreshment P.J.S.C.
11.2024 - Current
Receptionist supervisor
Dubai Refreshment P.J.S.C. Pepsi Dubai
01.2022 - 10.2024
Contact Centre Agent
Integrate Transport Center
01.2020 - 02.2021
Contact Centre Agent
Federal Tax Authority
01.2018 - 12.2019
Customer Service Executive
Landmark Group
11.2014 - 12.2017
Flight Dispatch - Aviation
Khartoum Academy for Aviation - Khartoum Sudan.
08.2010 - 02.2011
Passenger Service Agent
Khartoum International Airport
03.2010 - 10.2014
Volunteer in the Emirates Red Crescent 2017-2019
Air Scouting Volunteer 2012-2014
Flight Dispatch license NO 0480
UAE drivers license
High School degree - Hight School
Al Zubair Mohamed Salih Girls
Similar Profiles
MISKIA HUSSENMISKIA HUSSEN
Executive Secretary to CFO at Dubai Refreshment - Pepsi BottlerExecutive Secretary to CFO at Dubai Refreshment - Pepsi Bottler
Kifayat Ullah KhanKifayat Ullah Khan
Transport Administrator at Massar solutions P.J.S.CTransport Administrator at Massar solutions P.J.S.C
Rejy RajanRejy Rajan
Senior Relationship Manager - Broking Business at Noor Takaful P.J.S.CSenior Relationship Manager - Broking Business at Noor Takaful P.J.S.C