Naseem A.

Experience

• 

  Al khotwa Al Thakeya Institute

  Apr 2017 - May 2017

  Secretary

  - Answered phone calls and redirect them when necessary.- Managed the agenda and arranged new meetings and appointments.- Created reports by collected information.- Arranged appointments, meetings and reservations as needed. - Compiled requested data and information from various sources including email and other correspondence, meeting minutes and records and other documents.

• 

  Aramex

  Oct 2018 - Oct 2022

  - listened and resolved customer CITC complaints regarding shipping services and documents needed.- Obtained the reward of employee of the month more than 3 times.- Supported Team’s leader with provided the interactive daily , weekly and quarterly reports.- handled the CITC complaints & Supported the Team with analytical reports of complaints.- Supported the accounting team with compensations reports and calculations.- Enhanced the level of service by provided the needed reports for most complicated complaints.- Enhanced the level of service of the operations by supported them with the needed information.- Empowered the high level of communication with internal and external departments. - Enhanced the team’s KPI by provided high level of services. Show less

  • Customer Service Executive

    Jun 2019 - Oct 2022

  • Contact Center Executive

    Oct 2018 - Jun 2019
• 

  Terhab | ترحاب

  Oct 2022 - now

  Take ownership of customers issues and follow problems through to resolution.Set a clear mission and deploy strategies focused towards that mission.Develop service procedures, policies and standards.Keep accurate records and document customer service actions and discussionsCompile accurate reportsRecruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.Create an employee's engagement plan to enhance their performance.Adapt COPC standards and set plans based on it. Show less Training new customer service team members.Using customer relationship management software (CRM) to document customer interactions.Monitoring average call length and overall team volume.Listening to individual calls to ensure quality.Leading performance reviews for team members.Creating intervention and improvement plans for team members.Creating reports for the director of customer services.Suggesting new procedures to improve customer service.Resolving escalated customer issuesMotivating customer service team to meet goals. Show less

  • Customer Service Supervisor

    Dec 2023 - now

  • Customer Service Team Lead

    Oct 2022 - Nov 2023