Rowan Ashraf
Dubai
Summary
Customer-focused professional with extensive experience in customer service and team management. Established strong customer relationships through attentive and friendly interactions. Resolved inquiries efficiently to achieve performance targets, with a solid background in aviation, ticketing and cargo operations.
Overview
7
7
years of professional experience
10
10
years of post-secondary education
Work history
Senior Cargo Customer Service Agent
Emirates
11.2023 - 11.2025
- Handle customer service inquiries for Emirates SkyCargo via phone, email, and in-person
- Coordinate and book cargo shipments according to customer requirements
- Manage special cargo requests including perishable, dangerous, and oversized shipments
- Track shipments and proactively resolve delays or issues
- Collaborate with operations, sales, and customs teams for smooth cargo flow
- Support last-mile delivery operations and customer queries (Emirates Delivers)
- Coordinate with delivery teams and third-party partners
- Assist customers with customs documentation and clearance
- Resolve delivery complaints and ensure customer satisfaction
- Conducted outbound calls, improved brand awareness among potential customers.
- Submit daily reports to management to confirm organisational alignment.
- Coordinate with CASA to ensure comprehensive addressing and resolution of customer inquiries.
- Deliver daily updates during meetings to ensure all departments remain informed and aligned.
Sponsorship Sales Manager
Impactic
01.2023 - 10.2023
- Developed and sold sponsorship packages for various corporate events
- Negotiated contracts and pricing with potential and existing sponsors
- Maintained long-term relationships to secure recurring sponsorships
- Coordinated with event planning and marketing teams to align sponsor benefits
- Prepared and delivered presentations and proposals to attract sponsors
- Managed sponsor activation and ensured fulfillment of contractual obligations
Team Lead – Service Delivery Management (Finnair Account)
Sutherland Global Services
Cairo
05.2022 - 12.2022
- Led a team responsible for service delivery and customer satisfaction
- Monitored team performance and conducted coaching sessions
- Managed escalations and ensured timely resolution of issues
- Implemented process improvements to enhance efficiency
- Coordinated with Finnair client representatives to align service standards
Back Office Agent – Remitly Account
Sutherland Global Services
Alexandria
04.2022 - 05.2022
- Processed international money transfer transactions and verifications
- Handled backend queries and compliance documentation
- Maintained accurate records and transaction logs
- Assisted with customer queries escalated from front-line agents
Quality Analyst & Trainer – FTD Account
Sutherland Global Services
Alexandria
01.2022 - 04.2022
- Monitored and evaluated call quality and service delivery
- Provided feedback and coaching to agents for performance improvement
- Developed training materials and conducted sessions for new hires
- Ensured adherence to client standards and compliance requirements
Back Office Agent – Remitly Account (Voice/Non-Voice)
Sutherland Global Services
Alexandria
04.2021 - 01.2022
- Assisted customers through voice and non-voice channels regarding money transfers
- Handled transaction verifications and backend processes
- Supported compliance and fraud prevention measures
Quality Analyst – Green Dot Account
Sutherland Global Services
Alexandria
03.2021 - 04.2021
- Conducted quality assessments for customer service interactions
- Provided coaching and feedback to improve agent performance
- Prepared quality reports for management review
SME – FTD Account
Sutherland Global Services
Alexandria
01.2021 - 03.2021
- Acted as subject matter expert to support agents on complex queries
- Developed knowledge base and training guides
- Assisted in resolving escalated customer issues
Technical Support Agent – Optimum Account
UX Centers
Alexandria
04.2020 - 12.2020
- Provided technical assistance and troubleshooting for client software
- Responded to customer inquiries and resolved technical problems
- Documented issues and coordinated with development teams
Client Representer – Health Insurance Account
Unity Outsourcing
Alexandria
10.2019 - 03.2020
- Served as primary contact for health insurance clients
- Managed claims processing and client inquiries
- Coordinated with insurance providers and healthcare facilities
SME – Health Insurance Account
Unity Outsourcing
Alexandria
11.2018 - 10.2019
- Provided expert support on insurance policy and claim procedures
- Trained new employees on client-specific processes
- Assisted in quality assurance and compliance activities
Education
Bachelor’s Degree - English Department, Business Finance Department
Faculty of Commerce
01.2018 - 01.2022
High School - undefined
Zahran Language School
01.2012 - 01.2018
Skills
- Multi-line phone proficiency
- Invoice processing
- Business administration
- Staff management and team bonding
- Employee training and development
- Mail handling
- Performance improvement
- Microsoft PowerPoint, Word, Excel
- CRM software
- Conflict resolution and problem-solving
- Time management
- Email correspondence
- Multitasking aptitude
- Team player
- Data entry and report generation
- Fluent in Arabic (mother tongue) and English
- Communication proficiency
LANGUAGES
Arabic
Native
English
Proficient (C2)
German
Upper intermediate (B2)
Spanish
Beginner
ACTIVITIES & HOBBIES
Reading and writing short notes, Drawing and singing, Practicing yoga and Pilates for relaxation and wellness, Enjoying books and continuous learning
Timeline
Senior Cargo Customer Service Agent
Emirates
11.2023 - 11.2025
Sponsorship Sales Manager
Impactic
01.2023 - 10.2023
Team Lead – Service Delivery Management (Finnair Account)
Sutherland Global Services
05.2022 - 12.2022
Back Office Agent – Remitly Account
Sutherland Global Services
04.2022 - 05.2022
Quality Analyst & Trainer – FTD Account
Sutherland Global Services
01.2022 - 04.2022
Back Office Agent – Remitly Account (Voice/Non-Voice)
Sutherland Global Services
04.2021 - 01.2022
Quality Analyst – Green Dot Account
Sutherland Global Services
03.2021 - 04.2021
SME – FTD Account
Sutherland Global Services
01.2021 - 03.2021
Technical Support Agent – Optimum Account
UX Centers
04.2020 - 12.2020
Client Representer – Health Insurance Account
Unity Outsourcing
10.2019 - 03.2020
SME – Health Insurance Account
Unity Outsourcing
11.2018 - 10.2019
Bachelor’s Degree - English Department, Business Finance Department
Faculty of Commerce
01.2018 - 01.2022
High School - undefined
Zahran Language School
01.2012 - 01.2018