Al Dhafra Zone Airport Road, Abu Dhabi, UAE - +971-**-*******

adgcvu@r.postjobfree.com - linkedin.com/in/walid-gomri-7a2b09a6/

Available for travel and relocation

Dedicated customer service manager with over 10 years of experience in enhancing customer service across various industries, seeking to take next career step with a respected organization dedicated to delivering world class service and enhancing customer satisfaction.

SUMMARY OF QUALIFICATIONS

Over26 years of professional career including 10 years of experience in customer services satisfaction and administration management

Strong background in Customer Service, Staff Development, Conflict Resolution and De-

escalation

Proven skills in:

Customer services

HR and admin skills

Customer Service Management

Customer Satisfaction

Front-End Supervision

Sales & Margin Improvement

Complaint Resolution

Teambuilding & Training

Retail Operations Management

Cost-Reduction Strategies

Multitask skills

Management and Leadership

Rules and regulations defender

Budgeting skills

Training and developmental Skills

English to French and vice versa translation

Computer skills include: - MS Office, internet and email

Strong Conflict Management Skills

Professional communication skills include fluency in English, French and Arabic

PROFESSIONAL EXPERIENCE

Customer Services Manager/Senior Administrator 2017 – Current

Aras Group of Companies, Dubai, UAE

Direct team of 15 to achieve service initiative objective and maximize customer satisfaction; successfully increased orders by 20% annually for the last three years.

Elevated customer satisfaction index from 86% to 92% within three years; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.

Decreased customer complaints to 80 % within the last three years

Manage monthly customer service and shipping metrics; evaluate error rates, call volumes, and customer complaints, and develop and implement plans to correct deficiencies in service.

Performing business market analyses to determine customer needs and new opportunities

Develop, implement, and update best practices to streamline operations, standardize processes, and enhance customer service.

Strengthen relationships with key internal staff across shipping, manufacturing, and quality assurance departments to optimize customer service processes and procedures.

Identifying and managing customer service resources.

Maintaining documentation to track customer requests and inquiries.

Managing and tracking customer orders from purchase to final delivery.

Providing administrative and operational assistance to ensure smooth product delivery to customers.

Developing standard procedures and policies to better serve customers.

Managing recruiting, training, and performance management of customer service associates.

Evaluating customer support results and prepare an action plan for improvements.

Coordinating with the marketing department for the good of the company business.

Resolving problems that affect the service, efficiency, and productivity of the customer service associates.

Implementing strategic plans to improve customer service and the company’s revenue.

Maintaining and ensuring the smooth functioning of the HR department

Customer Care/Human Resources Manager 2012 - 2017

Al Wasfha Home Health Care, Abu Dhabi, UAE

Customer Care Officer/Translator 2010 - 2012

VENECIA Home Health Care, Abu Dhabi, UAE

Orthopedic Technician

Sheikh Khalifa Medical City, Abu Dhabi, UAE 1997 - 2010

Ministry of Health Tunis, Tunisia 1994 - 1997

Education summary

Bachelor's Degree in Nursing, Ecole Des Infirmiers, Tunis, Tunisia July 1994

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