Omar Khalifeh
Dubai
Summary
Diligent customer service manager with solid background in managing customer service teams and optimizing customer satisfaction. Spearheaded initiatives that improved service quality and response times. Demonstrated leadership and conflict resolution skills in high-pressure environments.
Overview
4
4
years of professional experience
Work History
Customer Service Manager
DayToday International Trading
Dubai, United Arab Emirates
02.2024 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Followed through with client requests to resolve problems.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Designed incentive programs to motivate staff and improve service levels.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
Airport Service Agent
Dnata
Dubai, UAE
03.2023 - Current
- Company Overview: Emirates | Dubai, UAE
- Prevented unauthorized boarding by thoroughly inspecting and verifying passenger documentation.
- Maximized service efficiencies by ensuring clear communication with ground personnel and flight crews, using communications radio equipment.
- Smoothened check-in procedures by providing effective and efficient passenger assistance at self-service check-in kiosks.
- Accepted, tagged and loaded baggage and cargo onto carts, lifting.
- Loaded and unloaded commercial cargo items, verifying transport and customs documentation.
- Loaded passenger luggage onto conveyors in arrivals halls for quick flight turnarounds.
- Reported damaged, missing and suspicious luggage to senior handlers for investigation.
- Emirates | Dubai, UAE
E-COMMERCE CONSULTANT
MakanE
Dubai, UAE
02.2022 - 02.2023
- Company Overview: Dubai, UAE
- Develop and execute sales strategies to drive online product sales and increase market share.
- Proficiently leveraged Pipedrive and Salesforce CRMs for Comprehensive Client Management.
- Manage a portfolio of e-commerce accounts, ensuring customer satisfaction and retention.
- Conduct market research to identify trends, competitor activity, and emerging opportunities.
- Collaborate with cross-functional teams to optimize website content, user experience, and SEO.
- Build and maintain strong client relationships through regular communication and follow-ups.
- Provide product recommendations, demos, and presentations to potential customers.
- Dubai, UAE
BUSINESS DEVELOPMENT EXECUTIVE
SPD Contracting
Dubai, UAE
04.2021 - 01.2022
- Company Overview: Dubai, UAE
- Identified and pursued valuable business opportunities to generate new company revenue and improve bottom-line profitability.
- Developed and executed strategic initiatives to implement key changes and improvements in business development and sales programs.
- Defined and integrated roles, responsibilities, and processes for the business team and data management organization.
- Evaluated current service needs and product satisfaction levels with established customers to improve offerings.
- Collaborated with sales and marketing departments to support business objectives and client acquisition.
- Developed and implemented value-added strategies to increase relationships.
- Planned marketing initiatives and leveraged referral networks to promote.
- Dubai, UAE
Education
Bachelor of Business -
Canadian University of Dubai CUD
12.2019
Skills
- Problem solving
- Airport safety procedures
- Customer relationship management (CRM)
- B2B -Sales
- Decision making
- MS Office
- Time management
- Customer relations
- Complaint resolution
- Customer retention
- Proficient in SmartPos Software
- Problem-solving
- Proficient in CRM tools
Languages
Arabic
English
Timeline
Customer Service Manager
DayToday International Trading
02.2024 - Current
Airport Service Agent
Dnata
03.2023 - Current
E-COMMERCE CONSULTANT
MakanE
02.2022 - 02.2023
BUSINESS DEVELOPMENT EXECUTIVE
SPD Contracting
04.2021 - 01.2022
Bachelor of Business -
Canadian University of Dubai CUD