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NAIM KARIM BAHNA

Dubai, UAE – Residence Visa

Mobile +971-**-******* / +971-**-*******

ac2uag@r.postjobfree.com

CAREER OBJECTIVE

Self-motivated & highly professional with extensive accomplishments within diverse environments utilizing exemplary operations management, analytical, organizational, & people skills. Moves & relates effortlessly across all levels of Management & especially towards Marketing Organizations, Customer Service, Hospitality, Banking, Executive Assistance and Management Field.

CAREER SUMMARY

Diligent and skilled professional with more than 16 years of experience of customer service and sales experience including management of call center operations, hiring and training of employees, order fulfillment, sales and support, reports and documentation, and conflict resolution.Possess the required determination to improve performance with utmost sense of obligation & carefulness.Management background includes operations, profit &loss, recruiting & staff development, quality assurance, marketing, sales, & public relations. Proven ability to increase market share, outperform competition, & increase profits. Strategic planner skilled at both short- & long-range goal setting. Easily establish rapport & build strong customer relations. Solid understanding of sales techniques, strategies for building a strong client base, & systems which facilitate consistent follow-up & foster customer satisfaction. Communication skills demonstrated through verbal & writing abilities, client relations, marketing expertise, customer service skills, training new employees, & the ability to produce in-depth reports & correspondence.

Sales Consulting / Marketing Management

Customer Service & Quality Assurance

Vendor / Public Relations

Office Administration / Executive Assistance

Market Expansion / Promotion

Call Center / Office Administration

Problem Solving/Troubleshooting

Public Relations

EMPLOYMENT EXPERIENCE

MH Alshaya CO. L.L.C (LOGISTICS / Retail – Home Furnishing + Food & Beverage) 2014 to Present

Customer Service Manager

Duties:

Maintain internal systems to ensure quality and continuity of standards, including the delivery of internal and external service level agreements.

Training, assigning, scheduling, coaching, counseling, and disciplining employees communicating job expectations planning, monitoring, appraising, and reviewing job contributions planning and reviewing compensation actions enforcing policies and procedures.

Continuously explore opportunities to affect additional cost savings and improve service standards.

Compile research and feedback findings and develop opportunities to benefit the Business.

Ensure adherence of all divisions / company, local and legal requirements.

Ensure that housekeeping and safety standards in the work place are consistent with company policy and laid down standards, and maintain standards appropriate to changing requirements/work practices.

Follow and apply company policies and procedures

Manage a team including workload, motivation, training and appraisals.

Build team and implement processes to become World class.

Process documentations in a timely and communicate progress to relevant parties and Line Manager.

Develop efficient processes to meet company objectives.

Develop and implement systems and procedures to enhance department contribution to business and overall security of assets and information in compliance with company policy and local law.

Develop internal and external relationships to benefit the department and company.

Monitor Distribution Centre's (DC) correspondence through calls, Customer Relationship Management (CRM) updates, and emails to improve quality service, minimize errors, and track operative performance.

Delivering high standard of service to customer.

Ensuring that all agents have the knowledge & skills to answer customer requirements & quires to support.

Ensuring that at peak time the number of agents on duty are enough to minimize the call waiting time.

Handling the most complex customer issues.

Meeting sales & profitability targets.

Provide reports to a various aspect to monitor, analyze & plan performance of the call center to the other members of the management team.

Monitor random calls to improve quality.

Keeping the department running in an efficient and profitable manner to increase customer satisfaction, loyalty and retention and to meet their expectations.

Collate and recording data and Key Performance Indicator KPI to improve the level of customer service and to ensure delivering the products to the customers as per SLAs.

Ensure that the right level of resources is available to meet customer demands.

Monitors staff performance continuously and at a minimum formally appraises staff annually.

Response to Brand Team request and queries merchandisers Liaise with local Government authorities for specific documents (DM, MOH, Municipality, etc.).

Arrange Free Zone Transfers and also customs documentation for the same preparation of Export Documents coordinating with the customs brokers compiles statistics and prepares various reports for management.

Coordinating with Brand Team (Weekly Pick Plan, Forecast, Exceptional and urgent picks/Outbound follow up &query) Handling Outbound shipping documents on daily basis.

Communicate via phone calls and emails to Brand and Local distribution centers for any queries or requirements on daily basis. Attending conference calls and meetings on daily basis and discussing current weekly Shipping Meeting Coordination. Updating Brand RDC Information Board. Compliance with Quality Safety Health Environment policies and requirements.

Dubai Taxi ID No: 2070033 + RTA Roads & Transport Authority 2007 to 2014

Call Center Operation Supervisor (Dispatch Center)

Duties:

Takes orders by obtaining and verifying information.

Enters orders by transmitting information.

Dealing with Dubai Taxi Drivers (Hala Taxi / Lady Taxi) and (Franchising Taxi Companies like Cars Taxi, Metro Taxi, Arabia Taxi & National Taxi).

Using D8 Dispatch system for Bookings.

Supervising driver team ensuring working planning and training.

Managing day-to-day fleet operation activities.

Coordinating the acquisition, management and disposal of fleet vehicles

Provides product/service information by answering questions; offering assistance.

Maintains call center database by entering and verifying information; updating contact log.

Improves quality results by recommending changes.

Handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions.

Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs.

Became the lead “go-to” person for new reps and particularly challenging calls as one of the company’s primary trainers of new and established employees.

Keeps equipment operational by following established procedures; reporting malfunctions.

Updates job knowledge by participating in educational opportunities.

Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve Productivity.

Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.

Monitors competition by gathering current marketplace information on pricing, products, new products, delivery schedules, merchandising techniques, etc.

Recommends changes in products, service, and policy by evaluating results and competitive developments.

Al AQSA Wood Working Tools Co 2003 to 2006

Senior Sales (Indoor – Outdoor)

Duties:

Welcomes customers by greeting them; offering them assistance.

Directs customers by escorting them to racks and counters; suggesting items.

Advises customers by providing information on products.

Helps customer make selections by building customer confidence; offering suggestions and opinions.

Documents sale by creating or updating customer profile records.

Processes payments by totaling purchases; processing checks, cash, and store or other credit cards.

Keeps clientele informed by notifying them of preferred customer sales and future merchandise of potential interest.

Services existing accounts, obtains orders, and establishes new accounts by planning and organizing daily work schedule to call on existing or potential sales outlets and other trade factors.

Adjusts content of sales presentations by studying the type of sales outlet or trade factor.

Focuses sales efforts by studying existing and potential volume of dealers.

Submits orders by referring to price lists and product literature.

Keeps management informed by submitting activity and results reports, such as daily call reports, weekly work plans, and monthly and annual territory analyses.

Monitors competition by gathering current marketplace information on pricing, products, new products, delivery schedules, merchandising techniques, etc.

Recommends changes in products, service, and policy by evaluating results and competitive developments.

ABU DHABI COMMERCIAL BANK 2002 to 2003

Customer service & collection

Duties:

Calling the clients to recover debt.

Initiate contact with debtors and effectively communicate the importance of payment.

Accurately research accounts and establish leverage.

Provide solutions to debtor and assist with structuring payment plans.

Assist with department training and general record keeping.

EMPLOYMENT EXPERIENCE

Arabianbiz Savers Card – Telemarketing 2001 to 2002

Sony Gulf Electronics in Gitex

Worked at D x B Shopper as a Salesman

EDUCATION AND CERTIFICATION

Al Ma’arifa private School Sharjah, UAE

High School – 2001

HEIMC Institute

Certificate for completing the course of “Excellence in Customer Service” – 2009

Roads & Transport Authority (RTA)

Certificate for the “Time Management” Course – 2011

Certificate for Participating At the “Skill of Negotiation and Persuasion” Course – 2012

Certificate for Participating in the Training Program "Team-Building Skills"– 2012

Certificate for the Outstanding Efforts and Effective Role in Customer Service.

Spearhead Training

Certificatefor Successfully Completing Training Course Entitled “Building Customer Service Culture”– 2012

COURSES & TRAINING

House of Expertise INTL Management Consultancy

Completed Course in Customer Service Excellence – 2009

ADCB Bank

Completed Training for six months (Certificate for Achievement) for attending the collection skills and Negotiation Techniques Workshop

Light institute.

Finished & completed a course in English (A +)

SPECIAL SKILLS

Computer & IT:

Microsoft Office™ (Word™, Excel™ PowerPoint™)

Windows™ (7™, Vista™, XP™)

Outlook, Adobe Photoshop,

Language:

English – Fluent / Arabic – Native

PROFESSIONAL REFERENCES

oAvailable upon request

Contact this candidate