SAMEERA G. H.
Dubai
Summary
Passionate with outstanding experience in the industries with a focus on business growth, product management, operations, and demonstrated skills in exceptional customer experience. The department's revenue growth was supported by consistently exceeding monthly performance goals by 23% and generating high-quality business account leads. Enhancing client portfolio analysis through the MIS report applications and by utilizing ethical business practices.
Ambitious and results-driven sales and marketing professional who interacts with clients to build trust and profitability. A track record of successfully establishing customer relationships and closing sales. Effectively handle multiple priorities while maintaining a positive attitude, reliability, and organized. Willingness to accept additional responsibilities, a motivated job seeker with strong administrative skills prepared to assist the team in achieving company objectives. To look for and keep a full-time job that offers professional challenges. flexible, and active to perform in a variety of work environments.
Overview
9
9
years of professional experience
Work History
Admin HR Operations Officer
Al Mashriq Group of Companies
KHI
05.2022 - 04.2023
- Managed employee schedules while ensuring adherence to company rules
- Provided staff members timely, helpful performance reviews
- Evaluation of work performance, distribution of the workload, and submission of performance data to superiors
- Oversee the performance of team members and offer them guidance, soft skill trainings and assistance
- Key Achievements: Enhance the HR development systems and initiatives by planning, recommending, and implementing more efficient processes
- Develop and maintain HR and administrative policies and internal rules and regulations by recommending and implementing process enhancements and administrative procedures.
Quality Assurance Analyst_Customer Support
Tribe Consulting
KHI
06.2018 - 02.2022
- Created and maintained a proactive customer portfolio by assisting businesses related to the group and generating new business leads
- Created and evaluated internal and external quality reports for management review
- Conducted call monitoring and provided the site management team with trend data
- Listened to customer calls as part of an initiative to understand the wants & needs of the audience
- Key Achievements: Utilizing a quality monitoring data management system, tracked performance at both the team and individual level increased by 23% each month
- Planned and directed training sessions for call centre staff on call calibration, which increased monthly productivity by 10%
- Contributes to the development of call monitoring system formats and quality standards to raise customer satisfaction and appreciation
- Achieved customer appreciation by accurately and quickly resolving complaints.
Business Support Sales Officer Inbound
DGS- Digital Global Services ( IBEX)
KHI
05.2016 - 04.2018
- Established communication standards for addressing the demands, problems faced by customers
- Met set goals by managing daily quotas of shift calls
- Serve as a point of contact between call center management and the agents by offering ideas to improve the workplace
- Managed alerts to track patterns in customer calls and supervise the processing of orders, applications, and forms submitted by customers
- Key Achievements: Upselling of products and services to international clients resulted in a 32% increase in sales revenue managed independently
- Analysing and addressing customer complaints led to higher customer retention and higher monthly profit margins
- Prompt handling of incoming calls has successfully enabled safe call logs to be accurately updated in the database
- Achieved quarterly goals by providing customers with helpful solutions while upselling products and services.
Customer Relationship Officer
Emirates Islamic Bank ( EIB)
SHJ
02.2014 - 03.2016
- Managed clients portfolios and raise consumer awareness of financial products with an emphasis on adaptability, security, flexibility, and safety to meet client needs
- Acquired a thorough understanding of operations, including coordination, MIS Reporting, PDC clearing, and corporate client services
- Encourage customer recommendations to create the perfect product mix, fostering stronger customer bonds and facilitating retention
- Process all new account types and FD products, as well as all upper mass customer requests
- Key Achievements: Keeping resources and activities in balance, were able to provide highly customized, effective, and efficient customer service
- By promptly responding and successfully retaining 20% of clients with existing services, were able to upsell new services and win over more devoted clients
- Maintained strong client relationships by offering them top-notch service and attending to their needs for bank financial products.
Education
Bachelor of Business Administration -
BPU
01.2013
Skills
- Customer Experience
- Advance Telecommunication
- Lead Pipeline Generation
- Teamwork
- Compliance Assurance
- Service Quality
- MS Office Suite
- Proficient E-com & Digital Marketing
Contacts
+054 7126967, +971 50 3327813, sameera.agh23@gmail.com, Dubai, United Arab Emirates
Honorsandtrainings
- HONORS, 2015 Spot Excellence: Positive Attitude, EIB , UAE, 01/01/15
- HONORS, 2014 Retail Selling Skills, 01/01/14
- TRAININGS, 2013 Putting Customer Service into Practice, Attitudes, MAF , UAE, 01/01/13
- TRAININGS, 2018 Excellence Skills Training Collections Team, TRIBE,KHI,PK, 01/01/18
- TRAININGS, 2017 Reward and Insurance Training, IBEX, KHI,PK, 01/01/17
Personal Information
Driving License: Dubai Driving License
Languages
- Arabic
- English
Timeline
Admin HR Operations Officer
Al Mashriq Group of Companies
05.2022 - 04.2023
Quality Assurance Analyst_Customer Support
Tribe Consulting
06.2018 - 02.2022
Business Support Sales Officer Inbound
DGS- Digital Global Services ( IBEX)
05.2016 - 04.2018
Customer Relationship Officer
Emirates Islamic Bank ( EIB)
02.2014 - 03.2016
Bachelor of Business Administration -
BPU
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