Odai Arabiat

Experience

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  Zain

  May 2011 - Mar 2013

  Customer Care Representative

  *Manage large amounts of incoming calls*Identify and assess customers’ needs to achieve satisfaction*Build sustainable relationships of trust through open and interactive communication*Provide accurate, valid and complete information by using the right methods/tools*Meet personal/customer service team sales targets and call handling quotas*Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution*Keep records of customer interactions, process customer accounts and file documents*Follow communication procedures, guidelines and policies*Take the extra mile to engage customers Show less

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  BCI Mobile

  Mar 2013 - Jul 2021

  • Ensure consistent delivery of high-quality service to customers and customer’s satisfaction.• Ensure the consistent achievement of the customer care levels and standards.• Determine customer service requirements through surveys, focus groups and benchmarking best practices.• KPI monitoring (waiting & serving time, customer’s satisfaction).• Managing and handling Samsung service and sales campaigns.• Build trust, communicate effectively, solve problems creatively and demonstrate high integrity and transparency with customers.• Lead all employees in a proper way.• Obtain and evaluate all relevant information to handle inquiries and complaints.• Assist in the establishment of a customer care policies and procedures.• Provide training, coaching, development and motivation for agents and new recruits.• Plan, prepare and devise work schedules.• Resolve complaints and answers questions of customers regarding service and procedures.• Interpret and communicates work procedures and company policies to the staff.• Review and check work of customer care agents such as reports, records and applications for accuracy and content.• Respond promptly to customer inquiries if the customer care agents can't solve the customer case.• Plan and develop improved procedures that may be used for customer service improvement.• Handle all financial affairs of the branch.• Apply financial audits and make reports using POS.• Follow up with complaints, track and solve them using CMS.• Follow up with issues and complaints posted on social media to solve them. Show less Applies the product return status report to the customer care manager. Ensures consistent delivery of high-quality services to customers. Deposit daily cash of both service center and showroom. Send daily sales report to the marketing manager. Send daily cash report to customer care manager. Managing swap units and spare parts store issues. Transfer all defected to the main SVC. Managing the branch issues: attendance, schedule, leaves and vacation, uniform and cleanness of branch. Show less

  • Branch Manager

    Mar 2013 - Jul 2021

  • Acting branch manager

    Oct 2015 - Oct 2016

  • Senior Customer Care representative

    Mar 2013 - Oct 2015
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  Al Nisr Al Arabi Insurance

  Oct 2021 - Feb 2022

  Sales Consultant
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  ISystem

  Feb 2022 - Sept 2022

  Showroom Manager

  Apple Premium Reseller

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  CTM Marketing & Travel Solutions

  Sept 2022 - Dec 2022

  Sales Manager

  Marketing services & Travel solutions

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  MetLife

  Dec 2022 - now

  Sales Manager

  Lead and manage a team of insurance agents and advisors to achieve sales targets and objectives.Develop and implement sales strategies to drive revenue growth and meet company goals.Provide training, coaching, and mentoring to sales team members to improve their skills and product knowledge.Build and maintain strong relationships with clients, ensuring their insurance needs are met.Monitor and analyze sales performance metrics, identify areas for improvement, and take corrective actions.Stay updated on industry trends, competitors, and market conditions to make informed decisions.Ensure that the sales team adheres to all regulatory and compliance requirements in the insurance industry.Prepare and present sales reports to senior management.Recruiting a strong sales team by finding and hiring individuals with the skills and potential to be excellent in selling the company's products and services. Show less