FON VALERY

adyuem@r.postjobfree.com, +971*********,

Excellent English and French, Employment visa

LinkedIn-https://www.linkedin.com/in/fon-valery-

TEAM LEADER CUSTOMER SERVICE

PROFESSIONAL SUMMARY

Results-driven and dedicated customer service agent with over 6 years of success in exceptional relationship building, communication skills and committed to achieving outstanding customer service standards. Accustomed to providing seamless customer experience to customers. Deal with VIP / Complex clients, internal and external operational issues to ensure all queries are managed efficiently. Answering calls, receiving and dispatching mails. Knowledge of product lines, prices, delivery times, and promotional services with proven ability to work towards and consistently exceed targets. Attention to details, strong organizational skills in managing day to day office operations. Excellent relationship building skills and ability to project service-mentality. KEY ACHIEVEMENTS

Best outdoor selling Tep master of the month for over a year.

Winners of WHAT’S ON AWARD Favorite Attraction place in Dubai in 2019 and 2021.

Assist line manager, assistant manager in achieving daily targets for the company.

Conducted the Group HR Policies Survey successfully.

Design, Develop and Deliver training methods in accordance with the organization's training and development plans to new colleagues.

Working independently with minimal supervision and a first class degree in dealing with about 6000 thousands guest.

COMPETENCIES/SKILLS

Outstanding communication skills in both written and oral (English and French).

Ability to plan and prioritize daily tasks/responsibilities.

Ensures responding to customer queries by answering product and service questions.

Friendly demeanor, positive and enthusiastic attitude with strong customer focus and able to work independently and within a team

Execute and coordinate customer lifestyle communication strategies and campaigns across current channels to drive customer engagement and retention.

Develops possibilities of increasing revenue by calling customers and assisting in monitoring competitor activities in UAE.

Act as the customer’ single point of contact for services and support facilitating conference calls, meetings and engaging the appropriate resources.

Stress resistance – able to work and get things done under pressure.

Develops and build professional relationships with the customers in order to enhance opportunities for the company.

Overseeing the day to day performance of the team to ensure that they are achieving the company's KPIS.

Checking the status of customer request and informing the client if any rejection. Periodic updating of internal service with status.

Document processes and technical issues, as well as customer compliments and complaints.

Ensure customer queries are resolved efficiently and provide the service to the customer as per defined timelines

Experience in CRM technologies (Microsoft Dynamics, Sap, MS Office)

Result oriented, creative and innovative thinker and planner. Strategic and problem-solving. CAREER HISTORY

TEAM LEADER, CUSTOMER SERVICE AGENT: TEP FACTOR DUBAI January 2020-Present

Supervises, coordinates, directs, and monitors customer care staff activities to ensure prompt

Answer all incoming calls promptly, in an attentive, courteous, efficient manner and maintaining excellent call audit scores.

Responsible for planning, coordinating and event management (Team builds, Birthday celebrations)

Preparation of events with regards to time, budget and quality and actions in case of changes or unexpected developments.

Responsible for ensuring all events are fully staffed and operated in accordance to specific client requests and needs.

Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers

Booking duties such as handling budgeting and invoicing, balancing accounts

Liaising and negotiating with vendors.

Acting as the contact point between management and clients to provide a stellar customer experience.

Provides continual evaluation of processes and procedures.

Evaluate performance with key metrics (accuracy, call-waiting time etc.)

Submit daily, weekly, and monthly reports to the customer care centre management

Provide leadership and guidance for the team and assisting the staff whenever required.

Make sure that the training programs for newcomers have been implemented; this includes product, customer service and customer care centre training.

Office administration (photocopying,

printing).

Documentation and reporting.

Daily Expense reporting.

Cashiering (Odoo system)

Scheduling bookings for clients in the CRM.

Administrative support (MS, Excel, and

Advance internet).

CUSTOMER SERVICE: Farah Experience (Warner Brothers Abu Dhabi) Nov 2018- Jan 2020 To ensure a smooth and efficient operation in the operations department in relation to the company core process; thus directly impacting the opening of the leisure facility, delivering the experience and closing the leisure facility. Ensuring a high level of customer service is provided at all times whilst ensuring that health and safety remains the number one priority at all times.

• Welcome the guest in a warm and friendly manner.

• Ensure all rides and attraction rules and regulations are enforced at all times.

• Organize and regulate queuing systems for all rides and attractions.

• Ensure height measuring is conducted accurately and efficiently.

• Delivering fun and memorable experience to the guest.

• Ensure rides platforms are organized for operations.

• Ensure that guest load and unload from rides safely and efficiently.

• Check all rides restraint, safety belts and attraction equipment properly.

• Check safety equipment (fire extinguisher, emergency exit).

• Record all details of daily operations of a ride and attractions (e.g. downtimes, colleagues break). PROFESSIONAL TRAINING/CERTIFICATION,

Human Resources & Payroll assistant with 1-year (2019) of progressive experience augmented by a strong post-secondary background in Human Resources. Experienced in Benefits/Compensation Administration, Talent, Performance Management, Recruitment/Selection, Training/Development, HR Policy and Organizational Design,

CREDENTIALS

HUMAN RESOURCES MANAGEMENT (CHRM). 2019

MASTER DEGREE IN SOCIAL SCIENCE (2015)

Master 1 Diploma in Law and Political Science (2012)

Bachelor’s Degree in Law and Political Science (2011)

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