Rukhshona Quvatova
Dubai,UAE
Summary
Dynamic professional with over 12 years of experience in administration, communication, and leadership. Skilled in KPI management, CRM tools (including Salesforce), customer support, and staff hiring and development. Strong in critical thinking, negotiation, conflict resolution, and multilingual communication, with a proven ability to drive customer satisfaction and team performance.
Overview
12
12
years of professional experience
7
7
years of post-secondary education
Work history
Contact Center Manager
Ilyas & Mustafa Galadari Group
Dubai, UAE
07.2022 - 02.2026
- Led operational improvements that reduced abandoned call rate from 65% to 1%.
- Supervising front of house, call center and social media teams; scaled department from 3 to 45 staff.
- Resolving escalated customer issues and providing feedback to management.
- Partnering with HR on recruitment, performance management, and staff development.
- Managing daily customer service operations, ensuring compliance with company policies and consistently high service standards.
- Implemented KPIs, customer service policies, and improvement initiatives in collaboration with senior leadership and operations.
- Analyzing customer feedback and service data to drive continuous operational and performance improvements.
- Improved efficiency and team performance through process optimization and regular team communication.
- Developed and delivered training programs to enhance product knowledge and customer engagement.
- Preparing, analyzing, and presenting daily, weekly, and monthly contact center performance reports to Board of Directors.
- Optimizing shift scheduling for peak demand.
Supervisor FOH Operations & Call Centre
Museum of The Future
Dubai
12.2021 - 07.2022
- Supervised front of house, call center, museum ticketing counters, ensuring consistently high standards.
- Managed KPIs and call centre metrics to improve efficiency.
- Resolved customer issues and escalations professionally.
- Analysed performance data and implemented service improvements.
- Optimised staff scheduling and workforce coverage.
- Worked flexible hours, covering nights, weekends and bank holidays.
- Delivered comprehensive training sessions to enhance employee knowledge and skills.
Team Leader - Customer Service
Nakheel PJSC
Dubai, UAE
04.2020 - 12.2021
- Managed daily FOH operations, including staffing, scheduling, and workflow optimization for peak business hours in Shopping malls.
- Trained, coached, and mentored team members to improve service quality, product knowledge, and customer engagement.
- Handled escalated customer complaints and inquiries promptly and professionally to maintain satisfaction and loyalty.
- Implemented performance metrics and feedback systems to monitor staff effectiveness and drive continuous improvement.
- Collaborated with cross-functional departments and mall tenants to ensure seamless customer experiences across all touchpoints.
- Organized team meetings and training sessions to communicate best practices and enhance frontline service delivery.
Sales Assistant Manager (support)
Nakheel PJSC
Dubai, UAE
09.2019 - 04.2020
- Developed comprehensive sales strategies to engage prospective clients and expand market presence.
- Collaborated with marketing teams to align promotional activities with sales objectives.
- Collaborated with mall restaurants and shops to get discounts in order to increase foot traffic in Nakheel malls
- Organized events
- Developed strong relationships with consulates, hotels, travel agencies, universities and schools to enhance collaboration and service delivery.
Customer Service Assistant
Nakheel PJSC
Dubai, UAE
08.2015 - 09.2019
- Assisted general inquiries received at customer service counter, e-mail or phone from stakeholders and customers.
- Handled customer feedback and complaints with professionalism to promote customer satisfaction.
- Engaged with customers to create welcoming atmosphere and encourage repeat visits.
- Communicated effectively with colleagues to ensure seamless service delivery.
- Managed over 100 customers per day
Sales Associate
Apparel Group
Dubai, UAE
04.2014 - 07.2015
- Provided product recommendations and sales support, consistently achieving sales targets
- Handled customer inquiries, complaints, and transactions with professionalism and accuracy.
- Supported visual merchandising, promotional displays, and inventory management.
- Trained new staff on store policies, product knowledge, and sales techniques.
Education
Bachelor's degree - World Economic
Tajik State University of Commerce
Dushanbe, Tajikistan 09.2012 - 06.2019
Skills
- Team Leadership & Coaching
- Customer Service & Satisfaction Management
- Front-of-House & Call Centre Operations
- Performance Monitoring & KPI Management
- Conflict Resolution & Complaint Handling
- Workflow & Staff Scheduling Optimization
- Training & Staff Development
- Cross-Department Collaboration
Languages
English: Full Professional Proficiency
Russian: Native Proficiency
Farsi: Native Proficiency
Arabic: Limited Working Proficiency
REPRESENTED NAKHEEL PJSC IN:
- Port Rashid
- Big5 Exhibition
- Conference in Skyline University
- Consulate General of India
Timeline
Contact Center Manager
Ilyas & Mustafa Galadari Group
07.2022 - 02.2026
Supervisor FOH Operations & Call Centre
Museum of The Future
12.2021 - 07.2022
Team Leader - Customer Service
Nakheel PJSC
04.2020 - 12.2021
Sales Assistant Manager (support)
Nakheel PJSC
09.2019 - 04.2020
Customer Service Assistant
Nakheel PJSC
08.2015 - 09.2019
Sales Associate
Apparel Group
04.2014 - 07.2015
Bachelor's degree - World Economic
Tajik State University of Commerce
09.2012 - 06.2019