Sally Mohamed Essa
Customer Care Associate
Dubai,DU
Summary
Experienced Customer care associate bringing almost 3 years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.
Overview
2
2
Languages
4
4
years of post-secondary education
5
5
years of professional experience
Work History
Sales & Customer Care Associate
Al Tayer Group
Dubai
2019.01 - Current
- Followed up on outstanding issues to complete resolutions and maintain customer satisfaction.
- Fielded inquiries via email, chat and text to offer immediate assistance with customers' needs.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Analyzed paperwork to verify completeness and eligibility for requested products and services.
- Helped customers through stressful times by giving expert help and building customized solutions for unique requirements.
- Assisted inbound callers with payment information and support by skillfully operating multiple administrative systems.
- Identified crisis calls and arranged for emergency assistance to resolve important problems such as Orders issues.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
Customer Care Agent
Ipsos Global Market Research And Public Opinion specialist
Sharjah
2017.11 - 2018.12
- Trained new personnel regarding company operations, policies and services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Maintained up-to-date knowledge of product and service changes.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Usher & Guest Organizer
Vibes Events
Dubai
2016.02 - 2017.09
- Provided information about current and future events at facility.
- Greeted customers with smile and provided friendly, knowledgeable service.
- Directed ticket holders to seats and facility locations.
- Reviewed tickets for authenticity and applicability to particular event.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
2015.03 - 2015.06
Education
BBA - Management
American College of Dubai
Dubai 2014.09 - 2018.08
Skills
Documentation and reporting
Shipping procedures understanding
Professional telephone demeanor
Customer support
Microsoft Office
Performance improvement
Customer service optimization
Complaint resolution
Timeline
Sales & Customer Care Associate
Al Tayer Group
2019.01 - Current
Customer Care Agent
Ipsos Global Market Research And Public Opinion specialist
2017.11 - 2018.12
Usher & Guest Organizer
Vibes Events
2016.02 - 2017.09
2015.03 - 2015.06
BBA - Management
American College of Dubai
2014.09 - 2018.08