Diana Razouk

Experience

• 

  Syriatel

  Dec 2009 - Jan 2010

  Customer Service Specialist

  • Assist the client in high level of service as per KPI.• Assist the customer with all the services provided by the POS (point of service) Like change sim card, terminate line, reconnect line.• Follow up and solve customers’ complains with all departments. • Add or remove billing service according to customers’ requests. • Report all detected problems according to customers feed back to the direct supervisor. • Bills collection. • Serve and manage all GSM services on billing system, archiving the formal forms.• Ensure best quality service• In addition worked as (cash controller, point of service in-charge) time to time. Show less

• 

  VFS Global Services

  Nov 2011 - Feb 2014

  Customer Service Team Leader

  • Answer inbound calls as well as assist customers who have inquiries.• Handling customer/applicant queries via email, telephone or direct• Build customer’s interest in the services offered by the company• Provide personalized customer service of the highest level• Update the existing databases with changes and the status of each customer/prospective customer• Writing official mails to the applicants in order to revert their issues and queries.• Send daily call report to the management.• Monitoring the calls on the system and make staff evaluation as per the calls.• Arrange training course based on needed. • Following all the procedures required for document scrutiny & collection for visa processing.• Managing administration & logistics of passport delivery to all concerned units (consulate / applicant /logistics company etc)• Communicating the applicant’s case to the Embassy’s staff.• Promoting and selling optional services to customer.• Maintaining records of all application data.• Working as a team player from the reception, to the front desk, call center, and visiting consulates for submitting applications.• Writing official mails to the applicants in order to revert their issues and queries. Show less

• 

  VIP Education Dubai

  Jul 2014 - Feb 2015

  Operation Coordinator

  • Ensure targets for training delivery are met and within agreed timescales• Monitor plans/targets and review to identify any Academy underperformance• Gain and maintain accreditations for the Academy, its courses and training instructors and operations• Training center resource strategy development• Manage and control expenditure within agreed budgets• Plan and implement training courses and programs• Customer service measurement and advocacy paired with its management and continuous enhancement• Main point of contact for Academy and training deliverables and any associated issues• Solve queries from clients, providers, customers etc and troubleshoot effective solutions• Partner with Marketing and Sales on external communications/public relations linked to Academy• With Marketing and Sales develop and facilitate professional, positive and enduring relationships with clients, customers and partnerships to promote and increase awareness of the Academy• Manage training schedule/calendar• Develop and update Company website with Academy Centre profile and services/courses on offer• Manage and ensure the effective maintenance of manual or on-line training booking system/s• With training instructors devise, monitor, update and maintain training course materials• Liaise with the vendors & external service providers, undertaking contract management, performance monitoring and re-tendering• Provide line management and relevant stakeholders with regular updates and reporting• Ensure adequate quality control processes are in place and non-conformance instances are handled in accordance with Company requirements• Optimize and direct the allocation and planning of tasks and jobs in tune with team skill sets and experience• Manage, coach, mentor and develop direct reports/ others to support project deliverables to harness and encourage team work, energy and creativeness• Working with marketing team to start digital marketing and social media. Show less

• 

  HDTC Training & Consulting

  Jan 2015 - now

  • Prospect for potential new clients and turn this into increased business.• Cold call as appropriate within your market or geographic area to ensure a robust pipeline of opportunities. • Meet potential clients by growing, maintaining, and leveraging your network.• Identify potential clients, and the decision makers within the client organization.• Research and build relationships with new clients.• Set up meetings between client decision makers and company’s practice leaders/Principals.• Plan approaches and pitches. * Work with team to develop proposals that speaks to the client’s needs, concerns, and objectives.• Participate in pricing the solution/service.• Handle objections by clarifying, emphasizing agreements and working through differences to a positive conclusion. • Present an image that mirrors that of the client.• Submit weekly progress reports and ensure data is accurate.• Ensure that data is accurately entered and managed within the company’s CRM or other sales management system.• Forecast sales targets and ensure they are met by the team.• Track and record activity on accounts and help to close deals to meet these targets.• Work with marketing staff to ensure that prerequisites (like prequalification or getting on a vendor list) are fulfilled within a timely manner.• Ensure all team members represent the company in the best light.• Present business development training and mentoring to business developers and other internal staff.• Research and develop a thorough understanding of the company’s people and capabilities.• Understand the company’s goal and purpose so that will continual to enhance the company’s performance• Working with marketing team to start digital marketing and social media. Show less

  • Account Director

    Dec 2024 - now

  • Senior Business Leader & Training Planning Manager

    Jan 2023 - Jan 2025

  • Business Development Manager

    Jan 2015 - Jan 2023