Summary
Overview
Work History
Education
Skills
Software
Certification
Timeline
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SALWA WELD RAFS

Abu Dhabi,AZ

Summary

Experienced customer service with over 10years of experience in Front Office . Excellent reputation for resolving problems and improving customer satisfaction.

Overview

1
1
Language
4
4
Certifications
10
10
years of professional experience

Work History

Front Office Officer

FAB Bank
01.2016 - Current
  • Served customers in a friendly, efficient manner following outlined steps of service.
  • Resolved problems, improved operations and provided exceptional service.
  • Created plans and communicated deadlines to ensure projects were completed on time.
  • Improved the cost through consistent hard work and dedication to GCS Soft services .
  • Monitored all company inventory to ensure stock levels and databases were updated.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Increased customer satisfaction by resolving front office issues.
  • Delivered Customer first culture to customer locations within specific timeframes.

Customer Care /Receptionist

01.2016 - 05.2016
  • Answered central telephone system and directed calls accordingly.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Confirmed appointments, communicated with clients and updated client records.
  • Supported various administrative duties by proofreading, transcribing and invoicing.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Sorted, received and distributed mail correspondence between departments and personnel.
  • Aggregated and prepared documentation and reports for office meetings, distribution and filing.
  • Kept records in CRM to maintain customer data.
  • Monitored and screened visitors to verify accessibility to inter-office personnel.
  • Resolved customer problems and complaints.
  • Received and routed business correspondence to correct departments and staff members.

Customer Service Representative

Air Arabia Sharjah Airport
09.2015 - 12.2015
  • Provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Answered constant flow of customer calls with minimal wait times.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Recommended products to customers, thoroughly explaining details.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Implemented and developed customer service training processes.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Provided ongoing guest service, including bundles advice.

Associate/Customer Service Assistant

Abu Dhabi International Airport
09.2013 - 08.2015
  • Worked varied hours, days, nights and weekends as business needs dictate.
  • Worked alongside retail representatives to enhance product presentations and advertising collateral.
  • Managed customer relations and customer service through daily communication and interaction.
  • Maximized customer interactions by promptly identifying needs and wants.
  • Increased customer satisfaction significantly within department.
  • Provided quotes to customers for purchase of products.
  • Collected, arranged and input information into database system.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Achieved Target by completing Sales with accuracy and efficiency.
  • Boosted customer experiences by delivering superior customer service, issue resolution and merchandising.

Receptionist

Delano Marrakech, Morgan’s Hotel Groups
05.2012 - 03.2013
  • Confirmed appointments, communicated with clients and updated client records.
  • Answered central telephone system and directed calls accordingly.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Maintained building security by monitoring logbook and issuing visitor badges.
  • Kept records in CRM to maintain customer data.
  • Resolved customer problems and complaints.
  • Corresponded with clients through email, telephone or postal mail.
  • Supported various administrative duties by proofreading, transcribing and invoicing.
  • Managed multi-line phone system directing individuals to desired personnel and providing general information about operations.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Responded to inquiries from callers seeking information.

Receptionist

Marmara Medina Hotel
08.2011 - 09.2012
  • Confirmed appointments, communicated with clients and updated client records.
  • Answered central telephone system and directed calls accordingly.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Maintained building security by monitoring logbook and issuing visitor badges.
  • Kept records in CRM to maintain customer data.
  • Resolved customer problems and complaints.
  • Corresponded with clients through email, telephone or postal mail.
  • Supported various administrative duties by proofreading, transcribing and invoicing.
  • Checked-in visitors, distributed visitor badges and managed logbooks to comply with security initiatives.

Education

Emirates Institute For Banking & Financial Studies
UAE Abu Dhabi

OFPPT- INSTITUT SUPERIEUR DU TOURISME, Marrakesh

High School Diploma -

Al Ouda Saadiya
Marrakech

Skills

Front desk experience

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Software

Microsoft office

Certification

Appreciation certificate for Success Story, Dfs Middle East.

Timeline

Front Office Officer

FAB Bank
01.2016 - Current

Customer Care /Receptionist

01.2016 - 05.2016

Customer Service Representative

Air Arabia Sharjah Airport
09.2015 - 12.2015

Associate/Customer Service Assistant

Abu Dhabi International Airport
09.2013 - 08.2015

Receptionist

Delano Marrakech, Morgan’s Hotel Groups
05.2012 - 03.2013

Receptionist

Marmara Medina Hotel
08.2011 - 09.2012

High School Diploma -

Al Ouda Saadiya

OFPPT- INSTITUT SUPERIEUR DU TOURISME, Marrakesh

Emirates Institute For Banking & Financial Studies

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