Samavia Shafiq
Dubai,UAE
Summary
Experienced Contact Center Manager with 6 years of expertise in customer service operations. Proven ability to lead teams, manage contact center technologies, and optimize CRM, IVR, and telephony platforms to improve productivity, service quality, and customer experience. Strong in performance management, process improvement, and stakeholder coordination to consistently meet SLAs and business objectives.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
Customer support specialist
Kvadrat
Dubai, UAE
2025.05 - 2025.12
- Established communication channels with clients via phone, email, and showroom visits.
- Processed quotations, contracts, sample requests, order entry, invoicing, delivery coordination, and payment follow-up.
- Prepared accurate sales presentations, reports, and confidential communications.
- Maintained CRM records (Dynamics 365), ensuring data integrity for projects, accounts, and sales activities.
- Monitored deadlines, pipeline tasks, and follow-ups to guarantee timely execution.
- Coordinated customer meetings, sales events, workshops, and team.
- Liaised between clients and internal teams to resolve issues and ensure seamless order fulfillment.
- Oversaw vendor registration processes, ensuring timely approvals and accurate documentation.
- Managed shipment bookings and coordinated with freight forwarders for deliveries and customs compliance.
- Managed vehicle registrations and compliance documentation for smooth transportation operations.
- Managed sales materials, product samples, and administrative documentation.
- Supported Safety, Health, and Environment requirements during client visits and team events.
- Built and maintained relationships with architects, designers, key clients, and internal stakeholders to support business growth.
Sales coordinator
Crystal Arc
Dubai, UAE
2024.05 - 2025.12
- Coordinated sales activities with effective communication between sales teams and clients.
- Maintain accurate records and documentation of customer interactions and transactions. Manage and update customer databases and CRM systems
- Business support to management and senior leaders .
- Processed purchases and sales orders promptly in CRM & MS office .
- Resolve customer issues and complaints efficiently, ensuring customer satisfaction
- Enhanced customer satisfaction by managing sales enquiries effectively.
- Coordinate with internal teams ie sales , finance , logistics & factory team to ensure seamless order delivery.
- Manage over 50 customer calls on daily basis
Assistant manager Call/Contact Center
Gerry's International (Visa Business Unit)
Islamabad, Pakistan
2020.12 - 2023.09
- Design, implement, and enhance CRM and IVR functionalities to improve productivity, First Call Resolution (FCR), and customer satisfaction scores.
- Own and manage IVR channels, ensuring self-service journeys meet business demand and customer expectations.
- Support migration of services from agent-assisted channels to digital and automated self-service platforms, including AI-based virtual assistants.
- Act as the primary support point for contact centre telephony systems, including standard platforms, softphones, and extensions.
- Coordinate with IT and telecom partners (Zong, Jazz , Ufone & Telenor) to ensure uninterrupted contact centre operations.
- Supervise assigned team members, ensuring adherence to operational procedures, quality standards, and service level agreements (SLAs).
- Identify process improvement opportunities and lead automation initiatives to streamline workflows and reduce manual intervention.
- Work closely with department operations to document, validate, and manage business required documents.
- Plan and manage User Acceptance Testing (UAT) with IT and business teams, monitor post-go-live technology deployments, and perform daily oversight of contact centre applications, IVR lines, and transaction flows to ensure successful delivery and system stability.
- Ensure customer complaints and service requests related to contact centre channels are resolved within defined TATs.
- Oversee reconciliation and fulfillment of daily channel transactions with service providers.
- Enhance and maintain CRM solutions to support customer engagement and operational efficiency.
- Improved team performance by monitoring productivity, quality assurance results, and turnaround times while providing ongoing coaching and feedback.
- Review and maintain Standard Operating Procedures (SOPs to ensure alignment with system and process updates.
- Prepare management information system (MIS) reports, performance dashboards, and productivity metrics.
- Coordinate broadcast communications such as SMS and email campaigns in partnership with Marketing teams.
- Build strong working relationships with internal stakeholders, senior management, and external service providers.
Supervisor-Contact Centre
Gerry International ( Visa Business Unit)
Islamabad, Pakistan
2018.07 - 2020.12
- Resolved call and email inquiries promptly and professionally to maintain service excellence
- Monitored employee attendance records for maintaining discipline within the team.
- Fostered a positive work culture to boost employee morale.
- Managed daily operations to increase productivity.
- Oversaw inventory management to avoid any shortage or excess stock issues.
- Negotiated vendor contracts and managed relationships
- Supervised daily operations, acting as point of contact for any queries or obstacles
- Effectively managed incoming and outgoing mail to maximize office efficiency
- Coordinated sales activities with effective communication between sales teams and clients
- Maintained electronic and physical records of invoices and supporting documents
- Produced weekly, daily and monthly activity reports and forecasts
- Coached team to deliver top-quality customer service and uphold brand values
Executive
Gerry's International (Visa Business Unit)
Islamabad, Pakistan
2017.04 - 2018.06
- Managed high volume of inbound calls, ensuring swift response times.
- Improved team productivity through effective collaboration and teamwork.
- Resolved conflicts in a respectful manner, promoting a positive image of the company.
- Documented all phone interactions for record keeping and quality control purposes.
- Maintained professional demeanour during challenging customer interactions, maintaining calm under pressure.
- Assisted in training new staff members, fostering a supportive work environment.
- Managed and escalated complaints effectively, resulting in positive customer outcomes.
Education
Bachelor of Business Administration(BBA) -Honours - Marketing & Management
Preston University
Pakistan 2014.10 - 2019.02
Skills
- Customer service operations
- Positivity and resilience
- Stakeholder management
- Sales cycle understanding
- CRM Software proficiency
- Client Relationship Management
- Interpersonal communications
- Excellent verbal and written communication
- Record maintenance & CRM proficiency
- Advanced Microsoft Office : word , excel & PPT
- Microsoft 365 Dynamics
- Power BI
- Understanding of KPI
Certification
Power BI:
- Proficient in designing interactive dashboards and reports for business analytics and decision-making.
- Skilled in data modeling, DAX calculations, and creating visual insights from complex datasets.
- Experience in connecting multiple data sources (Excel, SQL, SharePoint) and transforming raw data into meaningful KPIs
Microsoft Excel:
- Comfortable using Excel for data entry, organization, and basic analysis. Skilled in creating tables, formulas (SUM, AVERAGE, COUNT), and using VLOOKUP for data lookup.
- Able to sort, filter, and format data to support reporting and analysis.
- Experience in preparing data for dashboards and visual reports.
Languages
English
Urdu
Timeline
Customer support specialist
Kvadrat
2025.05 - 2025.12
Sales coordinator
Crystal Arc
2024.05 - 2025.12
Assistant manager Call/Contact Center
Gerry's International (Visa Business Unit)
2020.12 - 2023.09
Supervisor-Contact Centre
Gerry International ( Visa Business Unit)
2018.07 - 2020.12
Executive
Gerry's International (Visa Business Unit)
2017.04 - 2018.06
Bachelor of Business Administration(BBA) -Honours - Marketing & Management
Preston University
2014.10 - 2019.02