Safura Abbas
Commercial Customer Support Specialist
Summary
Highly motivated and customer-focused professional with a proven track record in managing order processing, providing exceptional customer service, and ensuring compliance with legal and regulatory requirements. Seeking a challenging role where I can leverage my diverse skills and experience to effectively handle customer complaints and escalations, collaborate with cross-functional teams, and foster strong relationships with clients. Committed to consistently delivering high-quality work, meeting customer needs, and driving business growth.
Awarded as the “Best Customer Service Champ”
Overview
18
18
years of professional experience
2
2
years of post-secondary education
3
3
Languages
Work History
Commercial Customer Support Specialist
Sennheiser Consumer Audio Middle East
Dubai
10.2021 - 06.2023
- Managed sales quotes, orders, replacements, repairs, supply chain, shipments, certifications, payments, and invoicing for the Middle East using JD Edwards ERP system.
- Served as a liaison between commercial functions, including key account managers, planning, logistics, finance, inspection bodies, and customers.
- Handled customer complaints and provided knowledgeable assistance via phone, email, and chat, ensuring timely resolution and documentation in CRM tool.
- Managed Amazon accounts for the Middle East, coordinating with distribution and vendor teams for smooth order delivery.
- Obtained necessary certifications for product import/export in the Middle East, such as Certificate of Origin, Certificate of Conformity, SABER, and BAYAN copy.
- Assisted and trained colleagues and new hires on Middle East processes, actively contributing to process improvement.
Customer Service & Escalations Specialist
Hewlett Packard International
Dubai
04.2019 - 04.2021
Managed and organized calendars, scheduling meetings and appointments efficiently.
- Prepared accurate and professional correspondence and documents.
- Compiled monthly time and workload reports, providing valuable insights for management.
- Troubleshooted and resolved hardware technical issues for laptops, minimizing user downtime.
- Provided helpdesk support and assistance to users, effectively managing and resolving incidents.
- Collaborated on team projects, demonstrating strong teamwork skills.
- Consistently met deadlines and delivered high-quality work, working efficiently and effectively.
- Prepared accurate and professional correspondence and documents.
- Compiled monthly time and workload reports, providing valuable insights for management.
- Troubleshooted and resolved hardware technical issues for laptops, minimizing user downtime.
- Provided helpdesk support and assistance to users, effectively managing and resolving incidents.
- Collaborated on team projects, demonstrating strong teamwork skills.
- Consistently met deadlines and delivered high-quality work, working efficiently and effectively.
Business to Business Division Specialist
Etisalat
02.2017 - 03.2019
- Provided exceptional customer service to business clients, meeting their needs and requirements.
- Stayed up-to-date with product knowledge and promotions to effectively communicate and promote offerings.
- Addressed customer complaints for the Middle East and North Africa regions, resolving issues promptly.
- Identified and introduced tailored services to meet clients' specific needs, fostering strong relationships.
- Adhered to company policies and procedures, consistently delivering high-quality work and maintaining standards of excellence.
- Stayed up-to-date with product knowledge and promotions to effectively communicate and promote offerings.
- Addressed customer complaints for the Middle East and North Africa regions, resolving issues promptly.
- Identified and introduced tailored services to meet clients' specific needs, fostering strong relationships.
- Adhered to company policies and procedures, consistently delivering high-quality work and maintaining standards of excellence.
Client Services Account Manager
Hexagon Advisory Ltd
Dubai
01.2016 - 02.2017
- Managed the formation of companies, ensuring compliance with legal and regulatory requirements.
- Responded promptly to client inquiries, assessed needs, resolved issues, and provided follow-up support.
- Handled documentation for company formation and conducted necessary background checks.
- Facilitated license renewals and assisted with company liquidations when required.
- Organized client files, including contracts, interactions, and relevant information.
- Scheduled and attended meetings with clients, fostering relationships and addressing business needs.
- Cultivated relationships with customers and the community to drive business growth.
- Responded promptly to client inquiries, assessed needs, resolved issues, and provided follow-up support.
- Handled documentation for company formation and conducted necessary background checks.
- Facilitated license renewals and assisted with company liquidations when required.
- Organized client files, including contracts, interactions, and relevant information.
- Scheduled and attended meetings with clients, fostering relationships and addressing business needs.
- Cultivated relationships with customers and the community to drive business growth.
Account Opening Officer
HSBC Bank
Bangalore
07.2011 - 06.2012
- Managed account opening for both Premier and Non-Premier customers, ensuring a seamless and personalized experience.
- Handled inbound calls, addressing customer queries related to retail products and providing accurate information.
- Activated new accounts and assigned customer identification numbers, ensuring all necessary documentation and processes were completed.
- Provided customers with comprehensive information about account services, guiding them through various options and features.
- Assisted customers with international account opening applications, ensuring compliance with relevant regulations and procedures.
- Successfully handled customer complaints and questions, resolving issues promptly and ensuring customer satisfaction.
- Conducted interviews with customers to gather necessary information for opening new accounts, adhering to regulatory requirements.
- Explained account terms and conditions to customers, ensuring they fully understood the obligations and benefits.
- Greeted customers and provided detailed information about the new account opening process, addressing any concerns or questions.
- Verified customer identity and meticulously reviewed documentation for accuracy and compliance.
- Tracked and processed customer account requests and applications, ensuring timely completion and accurate record-keeping.
- Responded promptly and professionally to customer inquiries regarding new accounts and account services, delivering exceptional customer service.
- Handled inbound calls, addressing customer queries related to retail products and providing accurate information.
- Activated new accounts and assigned customer identification numbers, ensuring all necessary documentation and processes were completed.
- Provided customers with comprehensive information about account services, guiding them through various options and features.
- Assisted customers with international account opening applications, ensuring compliance with relevant regulations and procedures.
- Successfully handled customer complaints and questions, resolving issues promptly and ensuring customer satisfaction.
- Conducted interviews with customers to gather necessary information for opening new accounts, adhering to regulatory requirements.
- Explained account terms and conditions to customers, ensuring they fully understood the obligations and benefits.
- Greeted customers and provided detailed information about the new account opening process, addressing any concerns or questions.
- Verified customer identity and meticulously reviewed documentation for accuracy and compliance.
- Tracked and processed customer account requests and applications, ensuring timely completion and accurate record-keeping.
- Responded promptly and professionally to customer inquiries regarding new accounts and account services, delivering exceptional customer service.
MIS & Tech Support Representative
Hewlett Packard International
Bangalore
02.2009 - 04.2011
- Managed and organized calendars, efficiently scheduling meetings and appointments.
- Prepared accurate and professional correspondence and documents.
- Compiled monthly time and workload reports, providing valuable insights for management.
- Troubleshooted and resolved hardware technical issues for laptops, minimizing user downtime.
- Provided helpdesk support and assistance to users, effectively managing and resolving incidents.
- Collaborated on team projects, demonstrating strong teamwork skills.
- Consistently met deadlines and delivered high-quality work, working efficiently and effectively.
- Prepared accurate and professional correspondence and documents.
- Compiled monthly time and workload reports, providing valuable insights for management.
- Troubleshooted and resolved hardware technical issues for laptops, minimizing user downtime.
- Provided helpdesk support and assistance to users, effectively managing and resolving incidents.
- Collaborated on team projects, demonstrating strong teamwork skills.
- Consistently met deadlines and delivered high-quality work, working efficiently and effectively.
Advanced Resolution Expert
Dell International Services
Bangalore
11.2005 - 02.2009
- Managed order processing and support for US customers, including handling complaints and escalations.
- Collaborated with cross-functional teams to resolve complex customer issues and maintain comprehensive records of interactions and resolutions.
- Managed high call volumes, prioritizing and resolving issues within designated timeframes.
- Handled order entry, returns, replacements, status inquiries, and follow-ups.
- Assisted customers with product information,rebate and warranty inquiries, ensuring accurate and helpful information.
- Ensured efficient and accurate processing of all customer requests and transactions to maintain high customer satisfaction.
Education
Bachelor of Commerce -
Manav Bharti University
Sultanpur 06.2010 - 05.2012
Skills
Exceptional customer service and issue resolution
Timeline
Commercial Customer Support Specialist
Sennheiser Consumer Audio Middle East
10.2021 - 06.2023
Customer Service & Escalations Specialist
Hewlett Packard International
04.2019 - 04.2021
Business to Business Division Specialist
Etisalat
02.2017 - 03.2019
Client Services Account Manager
Hexagon Advisory Ltd
01.2016 - 02.2017
Account Opening Officer
HSBC Bank
07.2011 - 06.2012
Bachelor of Commerce -
Manav Bharti University
06.2010 - 05.2012
MIS & Tech Support Representative
Hewlett Packard International
02.2009 - 04.2011
Advanced Resolution Expert
Dell International Services
11.2005 - 02.2009
Similar Profiles
Asuncion RedondoAsuncion Redondo
Regulatory Affairs and Compliance Manager at Johnson and Johnson Consumer Middle East FZ-LLCRegulatory Affairs and Compliance Manager at Johnson and Johnson Consumer Middle East FZ-LLC
SHANKAR SHASHIKANT TANAWADESHANKAR SHASHIKANT TANAWADE
Team Leader at Sennheiser (Sonova Consumer Hearing India pvt Ltd)Team Leader at Sennheiser (Sonova Consumer Hearing India pvt Ltd)
Naushar NasarullaNaushar Nasarulla
HVAC - Senior Sales and Technical Manager at Lennox Middle East (LNX Middle East)HVAC - Senior Sales and Technical Manager at Lennox Middle East (LNX Middle East)