Ali Shreif

A dedicated and experienced Front Office/ Back Office professional with exposure to wide range of CRM –BSCS platforms, possessing excellent communication and coordination skills combined with the ability to relate well to people at all levels with ability to multi-task and work well under pressure.

Education

Diploma in Business Administration and Marketing Oct, 2006 to Jun 2009

CIS College Beirut Lebanon

Skills Abilities

Communications skills (listening, verbal, written)

Interpersonal skill

Organizational skill

Strong computer and technical skill

Team player

Customer Service Oriented

System knowledge (CRM, Nutcracker, BSCS, etc...)

Experience

Business Owner (Internet & Printing service) Jan 2016 till present

Beirut Internet Shop Davao City, Philippine

Customer Operations (Social Media department) Dec 2014 – April 2015

Du Telecommunications – Ultimate Human Solution Dubai, UAE

Working in Engager system which allow to communicate customers online by ( Facebook, Twitter, Link in, YouTube, instagram)

Update the report in Tracker

Communicate with customer for more details before taking the request

Working in escalation and reassigned to concern department incase needed

Updating customer for more details and informing about Du product and promo

Working in Activation and Deactivation as customer online request

Be sure that customer complaint has done completely before closing the case

Follow up the escalation cases with concern department and update customer for his status

Technical Department (Enterprise –Consumer) Sept 2013 – December 2014

Du Telecommunications – Ultimate Human Solution Dubai, UA

Responsible for the whole process of detecting and correcting corrupt or inaccurate record set from the legacy system to the new platform.

Taking order by CRM TT, and work in customer request

Assigning the TT in team Queue and be sure the Daily SLA been reached

Process in TT request activation and deactivation

Contact customer for more details and update CM about TT status.

Assigning the TT to the responsible team other technical department and follow the status to keep customer satisfaction

Responsible in All kind of activation and deactivation and solving problem issue

Responsible for TT Analysis (Exceed- IBM) report.

Checking TT creation and making analysis

Checking the status for repeating TT and the reasons

Checking the rejection reasons for each TT and validate the case

Checking each TT if assigned and closed correctly within the correct duration.

Working in Migration request enterprise –Consumer and be sure about validation documents

Communicate with customer and informing about his request.

Own the TTs created from Retail Shop and close follow up to make sure that it is resolved on time in case it was not resolved as 1st level resolution

Activation Sales Support (Enterprise –Consumer) April 2013 -Sept 2013

Du Telecommunications – Ultimate Human Solution Dubai, UAE

Responsible for Activation-Deactivation (Direct and Indirect) services.

Checking the legal documents before processing customer request order

Work in bulk Activation- Deactivation

Coordinate with customer and account managers regarding any changes of the packages making sure that migration will be completed within the given SLA agreement.

Creates migration work orders based on the cleansed data.

Validating the documents of each activity within the day (maximum of 4 hours )from the time of the distribution of the orders, reject all the orders with missing documents within the mentioned SLA, if complete change the status of the order from assigned to in progress

Updating the status of the activity on timely manner as soon as the status changes

Close the activity and / or the WO once the order is completed (on time)

Raising a red flag to the line manager for every TT logged for system failure/issues and keeping a track of it

Proposing and sharing work around solutions to bypass the systems limitations and the absence of full automation

Follow up with sales and customers on each proposal submitted to meet the 48 hours SLA, and raise red flag to the management weekly on each proposals that exceeded SLA through excel report

Plan for Raise a red flag for any order breaching SLA, locate the root cause and area of delay, and seek support to meet deadlines and tackle the delay to avoid a bad customer experience

Ensure each order meets the SLA as defined

Reject orders with incomplete documents, incomplete information, unclear data, where there is discrepancy between the order and the activity triplet

Provide a list of orders received on a weekly basis each Wednesday along with BSCS code for each order

Ensure correct and complete documents are attached to CRM / EDMS

Sales Associates /Customer Service Sept-2012 Jan 2013 Crystal Gallery (Crystal, Swarovski Jewelers & watches) Dubai, UAE

Responsibilities

Open and close cash registers, performing tasks such as counting money, separating charge slips, coupons, and vouchers, balancing cash drawers, and making deposits.

Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.

Compute sales prices, total purchases and receive and process cash or credit payment.

Maintain records related to sales.

Describe merchandise and explain use, operation, and care of merchandise to customers.

Ticket, arrange and display merchandise to promote sales.

Prepare sales slips or sales contracts.

Clean shelves, counters and Displayed items

Dealing with Corporate customers and follow up customer order.

Generating Daily Sales Report

Stock request and replacing sold items

Sales Advisor/Customer service Jan 2010- Sept 2010 AXIOM TELECOM Dubai, UAE

Retail Sales

Greet customers and ascertain what each customer needs

Open and close cash registers, performing tasks such as counting money, separating charge slips, coupons, and vouchers, balancing cash drawers, and making deposits.

Include stocking and cleaning the sales area.

Deal with occasional complaints from customers and ability to deal with them diplomatically and keep the customer happy.

Maintaining customer relationships in order to build long term brand loyalty

Specialist knowledge of the products selling.

Keep display areas fresh and up to date..

Arrange and display merchandise to promote sales.

Strictly implement Company set standards in terms of quality of sales service, customer service, customer approach, customer relations & stock availability

Monitors products which are fast moving product and slow moving products and recommends Sales techniques to increase sales for slow moving products

Mobile : +639124874141-09063674886

Email : adh58e@r.postjobfree.com

Age : 38 Years

Nationality: Lebanese

Visa status: Wife Visa

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