Customer Service Representative

Curriculum Vitae of Almaira Omar Mababaya Page *

Almaira Omar Mababaya

Location: Al Gharafa, Doha Qatar

Mobile number: +974********

EMAIL:****************@*****.***

Visa Type: Husband Sponsorship Visa

PROFESSIONAL PROFILE

Professional administrative officer with a degree of BS accountancy and proven track record in one of the heavy equipment retail and suppliers in Qatar.

With more than 14 years of outstanding experience in several position as accounting assistant, admin officer, customer service representative and service coordinator.

Proficient in Microsoft office, strong background in accounting, SAP knowledge, exceptional English communication skills both oral and written, expert in handling difficult customer’s complaints promptly and effectively. Good negotiation and interpersonal skills. Able to meet deadlines with a set standard and quality performance. CORE SKILLS

Communication skills Customer service skills

Accounting knowledge Computer skills

Organizational skills Flexibility & adaptability

Responsible Handling difficult task

Multi task Interpersonal skills

EDUCATION

SY 2000-2004 The Fisher Valley College BS Accountancy (Graduate) Professional Development and Certification

Administration and Secretarial with Front Office Management (Passed and certified) CAREER SUMMARY

Dormakaba Access Solution – Doha Qatar (December 2017-2018) Position – Senior Service Coordinator

Company – Construction

Role and Responsibilities

Senior Administrator - Preparing quotes, making invoices, issuing receipts, preparing delivery notes, preparing monthly reports and making contracts.

Customer Service Representative - Answering customer inquiries, trying to pursue a potential client by building rapport and maintaining good relationship with the existing customers. Providing info and update. Making sure that customers are satisfied with the performance and service at all times. Service Coordinator - Getting all service calls each day, prioritizing, the most urgent and dispatching the right technician to do the job

Documentation Controller - Making customer's record, proper filling, making performance report and revenue reports at the end of the month making sure that records are updated for accounting and auditing purposes.

HR Coordinator - Filing technician's annual leave, booking ticket and arranging their trainings, making OT payment each month. Ordering uniforms. Assisting the manager during meetings. Curriculum Vitae of Almaira Omar Mababaya Page 2

Procurement Officer - monitoring the inventory of the spare parts, ordering spare part to the supplier, close tracking of the fast moving items making sure that items are always available. Checking the arrival in order to complete the repair once items are received. Warranty Administrator -Accountable for any claim that may arise from the clients. Collecting defective spare parts, communicating with the suppliers with regard to the return of the defective item/items. Preparing claims and dispatch, Monitoring the arrival to the store, deploying technicians once the new parts arrive.

Logistic Coordinator –Contacting the customer and facilitate the shipping of products from one destination to another, arrange transportation, schedule staff, and orchestrate deliveries to meet customer demand with little to no delay, receives products and coordinates shipments and delivery making sure quality is maintained at the highest standard, monitoring the items while remain in the warehouse and making sure that they are kept at optimal level, continually reviews freight costs, transportation rates, and/or the prices of raw materials to keep costs down where possible and documentation of each deliveries is clear and complete. Qatar Welding and Fabrication Supplies - Doha Qatar (April 2012- August 2017)

- Position : Service Administrator /Coordinator (Service Department)

- Company Industry: Construction

Administrative function:

v Making parts order request to the procurement department and monitoring the arrival to avoid delays. Making sure those parts will be received at the scheduled time of repair. v Opening service job, issuing job receipt and forwarding for scheduling for inspection or repair on time. v Providing quotations/offers with updated price and best offer (discount if needed) and following up for approval from the customer. Target of 95% approved quote is set monthly. v Preparation of LPO, order changes, adjustment and cancellations. Sending on time to the vendors. v Making proforma invoice and summary of outstanding balance. Following up with client’s payments. Making sure prompt collection and settlement of outstanding dues. v Generate invoices for submission to the customer and maintaining transmittal to insure that the same are being acknowledged by the receiver. Ensure prompt and timely dispatch. v Preparation and submission of monthly service revenue to the top management as a comprehensive report to provide them an info of monthly performance of service department. v Making service report to be submitted to the customer for their knowledge of technical failure of the machine. v Managing petty cash and making summary for replenishment. v Creating a systematic and reliable computerized customer database and maintain contact list. v Develop and maintain filing system. Organized and updated v Taking notes, recording and maintaining minutes of meeting. v Responsible for maintaining a proper filing system for all correspondence generated to and from the department. v Maintain records of all communications, correspondence, complaints, solution provided and all related documentation for future reference and quarter auditing purposes. v Checking monthly office supplies and ordering the same. Research new deals and suppliers. Periodically audit office stocks for quality and quantity. Ensuring system record will have the same quantity as per physical count. v Recording and maintain the vehicle record issues to the staff. v Coordinating with HR department during vehicle accident for the police report and forwarding to the insurance. v Requesting and maintaining the records of vehicle periodic maintenance. v Ordering and managing service worksheets supplies. Amendments and improvement of worksheet to be done if required

v Warranty Administrator

v Accountable for any claim that may arise from the clients. Collecting defective spare parts, communicating with the suppliers with regard to the return of the defective item/items. Preparing claims and dispatch, Monitoring the arrival to the store, deploying technicians once the new parts arrive. Customer coordination function:

Curriculum Vitae of Almaira Omar Mababaya Page 3

v Handling inquires, receive inbound calls, making outbound calls and provide general support to visitors. Making sure that all call and inquiries are being attended promptly. v Liase with customers and affiliates for day today service request, transmission of job orders, repair status and job accomplishment.

v Ensure highest level of customer care and transmission of issues/complaints to affiliate and monitor the response from affiliates to the clients.

v Check daily updates from affiliates to ensure error free reporting and timely update to clients and service manager.

v Independently handle all correspondence and communication with the customers with highest level of accuracy and ensuring customer’s satisfaction.

v Allocation of each job to the right technician and ensure the best quality of execution. v Gathering the service inspection report at the end of the day and carry out the required task of each report accordingly and promptly. Ensuring nothing is being left or overlook. v Act as a point of contact for internal and external clients. v Developing and growing long term relationship with customers. v Calling the customer after 2 weeks of repair to check the performance of repaired machine making sure that the repair carried out with best quality.

HR function:

v Recoding, updating and maintaining the personal record of the staff. v Accommodating new staff by scheduling their medical examination and finger printing for obtaining their resident permit.

v Distribution of medical insurance cards.

v Book travel arrangements.

v Assisting staff on their annual leave applications, tickets and vacation payment by coordinating to the main HR and payroll department.

v In charge with booking of conference room for new staff orientation. v Ordering technicians uniform and making sure that it is being distributed correctly. v Processing gate pass application (Raslaffan or Mesaied) without delay. v Making certificates when training is conducted by our company. v Informing the staff and getting attendance during company’s important functions and gatherings Photolive Studio ( April 2010 – April 2012)

Position: Executive Admin Assistant

Company Industry: Studio Company

Gardenia Flower ( December 2007 – February 2009)

Position: Admin Assistant

Company Industry: Flower shop and Event Organiser

Echo Tel Inc. ( September 2005 – April 2007)

Position: Customer Service Representative

Company Industry: Outbound Customer Service, BPO

Financial Accounting System Tec ( July 2004 – April 2005) Position: Accounting Assistant

Company Industry: Financial Accounting Firm

PERSONAL DETAILS

v Birth Date : May 9, 1982

v Gender : Female

v Civil Status : Married

v Nationality : Filipino

v Religion : Islam

v Passport : EB9694802

v QID : 282********

v Availability : Asap

Curriculum Vitae of Almaira Omar Mababaya Page 4

SEMINARS / TRAININGS ATTENDED

Seminar/ Training Title Date

Public Speaking and Presentation April 26, 2019

Effective Interviewing and techniques April 19, 2019 Personality Development & Self Confidence Building April 12, 2019 Conducting Interactive Meetings and Writing Minutes April 5, 2019 Customer Service and Behaviour March 15-22, 2019

Business Phone Etiquette March 8, 2019

Email and Internet Etiquette March 1, 2019

Effective Writing of Business Letters February 22, 2019 Medic First Aid Training November 24,2014

International Sustainable Built Environment (Qatar) January 28-30, 2014 Look-UP Intranet Software Telecommunication (Philippines) May 05 – June 15, 2011 Speech P8ower in English Communication (Philippines) April 12-May 05, 2010 I hereby certify that the above information is true and to the best of my knowledge. ALMAIRA OMAR MABABAYA

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