Mashael AlRaffaa

Experience

• 

  Princess Nourah Bint Abdulrahman University

  Jan 2017 - Jan 2017

  Trainee
• 

  English Educational Centre

  Oct 2020 - Nov 2020

  Customer Service Representative

  - Communicating with customers via phone, emails, chat and in person.- Providing knowledgeable answers to inquiries about services, prices and classes availability.- Working with internal departments to meet customers’ needs. - Data entry and record keeping.- Creating content for the centre on social media platform such as Twitter, instagram and Snapchat.- Welcoming the customers and fill them with information about the centre, courses, teachers and ministry certificates.- Accompanying the customer around the centre.- Responding to emails. Show less

• 

  NAQEL Express

  Mar 2021 - now

  • Supervising the submission of applications for exemption certificates (SABER platform), verifying the conformity of shipments to customs standards and procedures for import and export, and promoting the concept of full compliance with customs regulations, in line with the sponsoring regulations and internal policies.• Translating customs documents and records, auditing documents, contracts, and all details, ensuring that the contents comply with the standards and policies adopted within the company and the laws governing them, and providing consultations and technical opinions.• Verifying shipment codes and checking them through the approved systems and documents, in addition to translating documents related to shipping, extracting information, and clarifying all items between interested parties and stakeholders, helped to facilitate customs procedures and enhance their efficiency.• Communicating and negotiating with stakeholders and companies, coordinating the procedures for returned shipments, dealing with administrative and organizational procedures and reservations, and preparing shipping forms and documents, including customs statements and invoices, to speed up the return of shipments.• Following up on cargo clearance operations within all ports (Air – Sea - Land), and updating the information and data on shipments through the system periodically, to ensure the accuracy of operations, transparency, and documentation of customs procedures.• Preparing periodic reports reflecting the KPIs of customs clearance, communicating with departments to address pending operations, and providing a weekly KPIs presentation that includes the cases of shipments, the duration of their clearance, and the difficulties facing the customs clearance department. Show less • Managed customer needs effectively, provided comprehensive answers to their questions and queries, and offered appropriate solutions to the problems and challenges facing them while delivering customer service that met their aspirations and fulfilled their wishes with the highest level of quality.• Communicated with customers through all approved channels (Calls, E-mails, WhatsApp), provided services and offers, and explained procedures clearly and with the highest quality, to ensure complete satisfaction and address their needs accurately.• Organized expedited shipment booking processes for customers, accurately entered customer data through approved systems, and continuously audited it to prevent errors and reduce service time to the lowest possible level, achieving maximum efficiency.• Analyzed customer needs accurately, updated data and information periodically, developed effective risk management plans, and participated with departments in developing proposals aimed at continuous improvement and enhancing the quality of service. Show less

  • Customs Translator

    Feb 2022 - now

  • Customer Service Agent

    Mar 2021 - Feb 2022