Manager Customer Service

Application for any suitable post.

OBJECTIVE

To obtain a challenging position with in a dynamic organization particularly in highly competitive areas wherein I can utilize my experience and hence prove myself eligible. PROFESSIONAL EXPERIENCE

My entire experience is composed of nine years as Guest Experience Associate, Customer Relations Executive, Owner Relations Executive, Receptionist cum Customer Service, Reservation Clerk, and Sales promoters with well reputed organizations.

Celmetro Communications, (JLT) DUBAI, U.A.E. July 2014 —March 2015 Customer service coordinator cum Receptionist

• Attend telephone calls and respond to all telephonic and walk in inquiries.

• Good verbal and oral communication skills and have soft disposition with the customers.

• Deliver excellent customer service and deal with any queries or complaints effectively.

• Generate quotations and invoices, and other documentation as may be necessary for the smooth function of customer service function.

• Handle routine enquiries ensuring customer satisfaction etc.

• Maintain good relationship with customers.

• Maintain a log book of all incoming call traffic and Co-ordination with sales team.

• Co-ordinate with various departments & communicate essential Information effectively throughout the organization.

Emaar

Dubai Aquarium and Underwater Zoo, Dubai Mall, Dubai –U.A.E. Guest Experience Associate

April 2019 – Dec 2019

• Provide exceptional customer service to guests in an efficient, professional and courteous manner.

• Answer guest questions accurately and resolve guest issues.

• Handle guest complaints and provide prompt solutions within scope of authority.

• Give presentations.

• Ensure smooth process of admission of guests.

• Guide guests to their respective experiences.

• Provide excellent public speaking skills.

• Manage a clear communication with shift employees.

• Ensure compliance to all safety rules and regulations and maintain safety for all customers.

• Perform other duties in colleague’s absence or as assigned by Duty manager.

• Manage the crowd on floor.

• Ensure guest satisfaction.

• Hand over lost items to security.

• Report to Duty manager.

• Update all relevant details of the received/dispatched units into the existing database record system.

• Ability to comprehend, capture as well as interpret basic customer information.

• Excellent problem solving, motivational & good negotiation skills.

• Prepare the repair estimations and technical support.

• Inform the technician about the approval or rejection of the given estimation to the client.

• Inform the clients about the confirmation of pickup and delivery service.

• Coordinate with the concerned person and schedule the pickup and delivery requests according to the clients availability time.

• Conduct a survey at timely basis by providing the feedback forms or through telephonic communication.

• In and out check (quality check) of the units at the time of receiving and deliver to the clients.

• Follow up with clients to get the feedback of the repair done on their phone i.e. to find whether they are satisfied with the service provided to them.

• Enquiry related spare parts to place orders.

• Undertake clerical & administrative works.

• Reporting to the Manager.

A.M. Ventures Nissan Automobiles, Verna - Goa. Sep 2013 – April 2014 Customer Relation Executive

• Maintain an accurate and current database.

• Maintain high standard of personal presentation.

• Undertake all responsibilities with reference to procedures.

• Create corporate trust based on integrity and fair handling of all enquiries and complaints.

• Attend sales related telephone calls and accordingly assists the customers.

• Attend and participate in daily briefings & meetings.

• Treat confidential information as per the organization’s guidelines.

• Work in line with organization’s policies and procedures.

• Attend walk in showroom customers.

• Converse with existing and new customers via mail and telephonically timely update them about the product and the upcoming offers.

• Accurately track customer queries and can undertake clerical & administrative works.

• Excellent problem solving, motivational & good negotiation skills. Royal Goan Beach Club, Cavelossim - Goa Sep 2012 - Aug 2013 Owner Relations Executive

• Attend telephone calls and respond to all telephonic inquiries.

• Excellent problem solving, motivational & good negotiation skills.

• Follow up with members and make sure that no potential member is lost.

• Convince members to activate their membership as soon as possible by making the full and final settlement after the discount offered.

• Assist members with their queries & keep members up to date with the promotional offers.

• Due and overdue payment reminder to the members on a timely basis and also suggest them with the convenient mode of payment and follow up with management for member refunds.

• Enter all relevant details of members into the existing members database record system, make entries to the data base whenever conversed.

• Send and receive couriers to and from members and accordingly updating members database.

• Inform the manager about the complicated members if any and accordingly dealt with them with the routine follow ups.

• Prepare letters, invoices and other documentation.

• Handle members accounts and accordingly update the account excel sheets based on the company bank statement on a daily basis.

• Maintain high standard of personal presentation. AUTHORITY:

• Decisions concerning personal time management and call activities.

• Decisions made in conjunction with the Manager.

• Decisions concerning the implementation of new customer service policies and procedures. Handling Problems:

• Complaint on Customer inquiries handle in accordance with the company’s guidelines and policies. Sometimes may attempt to solve the problems or at least propose some solutions. Sometimes may also be authorized to send customers their replacement products or reverse erroneous fees and must make sure first that the complaints made are valid and do within the bounds of his/her authority and to make sure the customer is satisfied when he hangs up the phone. Celmetro Communications, (JLT) DUBAI, U.A.E. Jan 2011 - Jun 2012 Cellfix Mobility Solution, Dubai- U.A.E. July 2009 - Dec 2010 Receptionist cum Customer service

• Attend telephone calls and respond to all telephonic and walk in inquiries.

• Good verbal and oral communication skills and have soft disposition with the customers.

• Deliver excellent customer service and deal with any queries or complaints effectively.

• Generate quotations and invoices, and other documentation as may be necessary for the smooth function of customer service function.

• Handle routine enquiries ensuring customer satisfaction etc.

• Maintain good relationship with customers.

• Maintain a log book of all incoming call traffic and Co-ordination with sales team.

• Co-ordinate with various departments & communicate essential Information effectively throughout the organization.

• Update all relevant details of the received/dispatched units into the existing database record system.

• Ability to comprehend, capture as well as interpret basic customer information.

• Excellent problem solving, motivational & good negotiation skills.

• Prepare the repair estimations and technical support.

• Inform the technician about the approval or rejection of the given estimation to the client.

• Inform the clients about the confirmation of pickup and delivery service.

• Coordinate with the concerned person and schedule the pickup and delivery requests according to the clients availability time.

• Conduct a survey at timely basis by providing the feedback forms or through telephonic communication.

• In and out check (quality check) of the units at the time of receiving and deliver to the clients.

• Follow up with clients to get the feedback of the repair done on their phone i.e. to find whether they are satisfied with the service provided to them.

• Enquiry related spare parts to place orders.

• Undertake clerical & administrative works.

• Reporting to the Manager.

Al Majan Travels, Dubai-U.A.E. Jun 2008 – Jun 2009 Reservation Clerk

• Attend telephone calls and respond to all telephonic inquiries.

• Make and confirm customer reservations.

• Assist customers in identifying the best possible rates or schedules.

• Give travel advice and recommendations to customers.

• Prepare Quotations and invoices.

• Ability to deliver excellent services and excellent problem solving, motivational & negotiation skills.

• Maintaining good relationship with customers.

• Handle routine enquiries ensuring customer satisfaction etc.

• Undertake clerical & administrative works.

• Check the flights schedule as per the passenger. Friesland Foods, Food & Life General Trading, Arabian Farms, Concept Events, A B C Int’l - Dubai- U.A.E. Jul 2005– May 2007

Sales Promoter

• Promote & sell new products.

• Assist customers.

• Good verbal and oral communication skills

• Have soft disposition with the customers.

KNOWLEDGE/SKILLS

• Ability to work under pressure and to organize work for maximum efficiency.

• Ability to work independently from general instructions and broad work expectations.

• Ability to work cooperatively as a member of a service oriented team.

• Knowledge of the procedures and services of the assigned work unit.

• Knowledge of computers, data processing systems and general office practices and procedures.

• Skill in operation of a variety of office machines including computers, printers, scanners, fax etc.

• Ability to use sound judgment in making decisions independently in accordance with established policies, procedures and regulations.

• Arrange meeting arrangements for the management if required and prepare records or reports if any required before the meeting.

EDUCATION

Completed my “A” level studies in Our Own English High School, Dubai. 2007 Passed the Senior Secondary School Certificate Examination (XII) C.B.S.E Board, Delhi. 2005 Passed the Secondary School Certificate Examination (X) C.B.S.E Board, Delhi. AIRLINE DIPLOMA

2007 Diploma in International Airline and Travel Management at TIM (Trade Wings Institute of Management) Goa-India.

2007 Completed Galileo Basic CRS and Automated Ticketing Course at TIM (Trade Wings Institute of Management) Goa-India.

COMPUTER SKILLS

Completed computer courses with Our Own English High School, Dubai in Fundamental of Computers, Ms Windows, Ms Excel, Ms Word, Ms PowerPoint, Ms Outlook, Internet and E-mail. PERSONAL DATA

Passport No. N 2796615

Age 31 Years

Nationality Indian

Marital Status Single

Height 168 cm

Immigration status Valid Dubai Residence visa (Father’s Sponsorship) Driving License Holding Valid U.A.E Driving License LANGUAGES

English, Hindi & Urdu (Excellent verbal and written communication skills). INTERESTS

Reading, Music, computers, traveling, communicating, participated in activities like volunteering REFERENCES

Available Upon Request.

I ASSURE THAT PROVIDED INFORMATION IS CORRECT TO MY KNOWLEDGE. Shaikh Masrufia

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