Customer Service Sales

Executive Profile

A management professional with 6+ years of experience and core competencies in service management, CRM management and service excellence within the automotive sector. Seeking a position to contribute customer service savvy, quality management and customer information management know-how to enhance the service capacities of a leading firm in a client facing role.

Skills Summary

Strategic:

CRM Management

Relationship Management

Service Excellence

Best Practice Management

Operational:

Customer Service

Quality Management

Escalation Management

Customer Information Management

Value-Added Attributes:

MS Office Suite, Oracle, Team Management

Communication & Interpersonal Skills

Career Progression

Freelancer May 2006 – Present

Sales for Cars, Insurance and products.

Translate documents from Arabic to English and vice versa.

Tutor for Private English Lessons

Customer Relationship Management Executive April 2006 – September 2012

Mannai Corporation, Qatar

Achievement:

Recognized by the management for hard work and dedication through the year 2011.

Awarded the Best of the Best award for achieving the highest scores in CRM adoption and performance in the year 2009.

Responsibilities:

Assisted in the design, development and implementation of customer service management strategies and standards for superior service delivery.

Discussed service delivery parameters with subordinates and other supervisors to recommend changes from an all-round perspective and put in place grievance mitigation systems to avoid recurring customer complaints.

Answered all calls professionally as per prescribed service guidelines, responded to customer queries, provided them with requested information, collected customer information for the database and managed frequent customers.

Tracked floor operations, assigned work as per shifts, kept records of customer interactions and transactions, details of inquiries, comments and complaints.

Dealt with irate customers, attended to all concerns in the swiftest possible manner to avoid escalations, and sought out the best solutions with the customer as the king approach.

Followed the company mandated process while serving all customers thereby ensuring standardized levels of service on all client interfacing endeavours.

Ensured that logs of customer interactions are maintained to serve as a reference in dealing with similar cases in the future and to serve as a guide for training purposes.

Endeavored to enhance the customer experience in all interactions by using best practices in all customer engagements, therefore raising the company’s service excellence and customer perception.

Education & Credentials

Al Israa Private University, Jordan July 2005

Bachelor Degree in English Language – Faculty of Arts

Qatar Secondary School, Qatar June 2001

High School Diploma, Grade 83.3 %

Training Attended:

July 2012: GM Difference – Retail Operations Standards Management

July 2012: How to build customer enthusiasm

July 2012: Building trust with service customers

July 2012: New Vehicle Owner Clinics

July 2012: Delivering the premium customer experience

July 2012: The value of effective sales to service handoff

July 2012: Selling in the 21st Century

July 2012: The customer loyalty mindset, committing to customer retention

July 2012: Understanding the value of customer enthusiasm

July 2012: Managing Quality Delivery from PDI through follow-up

July 2012: What’s on the menu? Building and Managing Effective Service Menus

July 2012: Introduction to Customer Management

July 2012: The benefits of an Effective Service Appointment System

July 2012: Customer Contact, Advanced Level

July 2012: The fundamentals of Professional Service Consulting

July 2012: Handling Customer Objections

July 2012: Customer Contact, Intermediate Level

Jun 2012: Introduction to the GM LAAM LMS

Feb 2012: GM Automotive Technologies 1 (8 hours)

Jan 2012: Service Lane (8 hours)

Jul 2011: Technical Insight for Non-Technical Personnel (16 hours)

Mar 2011: GMS Terrain Sales Introduction (8 hours)

Mar 2011: GMS Terrain Sales Familiarization (8 hours)

Jul 2010: Advanced LD Truck Training (8 hours)

Dec 2008: Time Management and Planning Skills (16 hours)

Dec 2008: Effective Closing Techniques & Handling Objections (16 hours)

Feb 2008: GMS Terrain Sales Product Familiarization (8 hours)

Sep 2007: GMC Sierra Product Familiarization (8 hours)

May 2007: Acadia Product Familiarization (8 hours)

Feb 2007: Essential Skills for CRM & Call Center Personnel (24 Hours)

Jan 2007: GM Brand, Product Familiarization and Accessories Selling (16 hours)

Jan 2007: GM Difference Customer Enthusiasm(4 Hours)

Jan 2006: PC Applications Course, Qatar Red Crescent, Qatar.

Personal Information

Date of Birth: 16th January 1983

Nationality: Jordan

Marital Status: Married

Language Fluency: English and Arabic

Computer Skills: Oracle, MS Word, MS Excel, MS Power Point, Outlook Express, Cisco, CRM Microsoft, Competitive Internet user.

Contact this candidate