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
Effective communication with external parties and product promotion
Cross-functional problem-solving and tailored service delivery
Compliance management and documentation expertise
Strong organizational skills and record-keeping
Sales and supply chain management proficiency with JD Edwards ERP system
Sales and supply chain management proficiency with JD Edwards ERP system
Sales and supply chain management proficiency with JD Edwards ERP system
Active contributor to process improvement and training
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