Microsoft office
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 DhabiOFPPT- INSTITUT SUPERIEUR DU TOURISME, Marrakesh
High School Diploma -
Al Ouda Saadiya
Marrakech Skills
Front desk experience
Data management
Self-motivated professional
Verbal and written communication
Analytical skills
Critical thinking
Software
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