Experience

• 

  Du

  Mar 2007 - Apr 2009

  Life cycle management

  Worked with Life Cycle Management Team, forming and defining the process, creating a Work Structure. • Retaining and following up on the cases to retain the customer. • Trained office colleagues for a new process (Call Select).• Out-calling customers for feedback on Du services.• Running an audit on the calls made by an outsourced team.

• 

  Emirates nbd

  Apr 2009 - Apr 2011

  Card retentions

  Retain customer credit cards, explaining and upselling of services on cards, upgrading cards to Skywards, assigning of Service Requests, consolidation of data and creating MIS at the end of month.

• 

  Cex webuy.com

  Oct 2014 - now

  • Working as a part of WeCare (Customer service) team, first as an Associate and then promoted to be a Supervisor.• Handling customer queries and complaints from all regions through emails.• Helping stores with queries and doubts, liaising with stores and other departments to effectively resolve customer concerns.• Handling customer queries via Social Media – Facebook and Twitter.• Helping the Ecommerce team with customer information and assisting the relevant Ecommerce stores with ordering Stationery and UPS collections for dispatching online orders.• Supervising a team of 10 Associates – assigning cases, email monitoring, attendance marking, leave and roster update/ creation, answering queries and clearing doubts and providing process update trainings.• Holding New-Starter and process trainings for new staff members. Show less

  • eCommerce Operations Manager - India

    Dec 2017 - now

  • WeCare Supervisor

    May 2011 - now

  • Store Manager

    Oct 2014 - Dec 2017