Resume

Personal Details:

Surname: Maarefvand

Given Name: Leila

Date of Birth: 08/04/1989

Gender: Female

Country of Birth: Iran

Country of Citizenship: Iran

Address: Tehran, Iran

Contact Number: 009*********** - 009***********

Skills and Personal Attributes:

Self organized, energetic, honest and dependable

Ability to work as part of a team or individually, not effected when working under pressure

Enthusiastic quick learner, able to work unsupervised

Ability to listen and follow instructions accurately

Co-operative and friendly team worker

Great customer service

Possesses intelligence and common sense

Excellent oral and written communication skills

Excellent Organisational skills

Work History:

• Faraz Pardazesh Arka company / Tehran/ Iran

• Customer service Manager

• 22/08/2022 until Now, Full-Time (44 hours per week) Duties include:

Managing and monitoring the activities of the staff of customer service unit and planning about delegation and description of individuals; reviewing the policies of customer service department and organizational guidelines in order to develop and improve the policies and processes of executive processes to achieve goals and obtain customer satisfaction;

Managing, organizing and developing processes and executive programs of customer service unit, called for attracting and maintaining customer relationships with the purpose of developing and improving the performance of customer service and customer orientation, as well as monitoring and reviewing the customer request from the beginning of the relationship with the (customer journey) company and recognizing their needs in order to provide feedback to personnel to maintain good relations with customers;

Compiling and explaining customer service policies and guidelines in accordance with the organization's standards in order to maintain current customers to turn them as loyal customers and increase their satisfaction by providing timely and complete services from the beginning of their contract and after sale, and acquisition more information about their status via registered information in the CRM system;

Managing, organizing and planning processes and executive guidelines for customer service unit, monitoring how they run in the unit and reviewing customer opinions that are registered by call, survey forms in the CRM unit in order to ensure the provision of presentation of positive services and follow-up problems and improvement and development of executive procedures;

Managing and monitoring the attraction and training new staff in the customer service unit and providing necessary guidance and motivation in the relevant unit to enhance the level of services provided in collaboration with the human resources unit, in order to communicate effectively with the customer service unit;

Managing and supervising the employees of customer affairs sector and motivating and developing staff of this sector and also modifying and monitoring their behavioral practices against customers to achieve the strategic objectives of the organization and increasing the satisfaction of the service provided to customers;

Supervising, controlling and reviewing customer feedback and complaints, as well as their suggestions, current status analysis, processes and procedures of customer service and development unit; improving and updating the customer relationship management system and communicating their results as a written report to the management of the organization with the aim of adopting appropriate decisions in this area;

Managing and supervising all registered information and documents related to the customer service unit to access resources as well as managing processes and executive guidelines, in order to improve and develop services and solve problems;

Preparing and determining the long-term and short-term goals of customer service and compilation of comprehensive strategy and planning for implementation and ultimately achieving to customer satisfaction with regard to codified policies;

Holding weekly meetings with the personnel under her supervision in the CRM unit to check their activities and identify strengths and weaknesses in customer service and provide the necessary tips for managing this unit, and providing written reports to management on the performance of the relevant unit for the preparation and development of procedures and executive policies of the organization and the recognition of the needs of staff and their pursuit for provision;

Managing and supervising customer service unit activities on a daily basis in order to control and monitor their performance so as to control their monthly function and providing it to the financial unit to calculate monthly salary and providing feedback with the goal of creating more motivation and fixing their performance deficiencies;

Collaborating with the development and the software production teams in order to obtain the result and delivery of the online system suitable for rating the services provided to customers by repairmen and technical department of the organization;

Designing and implementing customer complaint management system and taking an action to improve customer service, as well as providing feedback products to the company and the engineering technical department for continuous technical improvement and quality of components and equipment provided in order to properly handle customer needs and educational planning to increase the knowledge and skills of repairing work and monitor the training provided to customers by repairing with the aim of obtaining their satisfaction;

Planning on providing new solutions in the field of customer relationship management system according to the organization's goals and aimed at improving organizational performance and provide them with the management of the final review and after receiving confirmation of their customer service unit;

Managing and monitoring performance and qualitative performance of post-sales repairmen with the aim of reviewing customer satisfaction regarding the services provided and the quality of goods and components provided and modifying and improving the services provided with the goal of promoting customer service level;

Analysis of the report and information registered at the the customer service unit about customer satisfaction and loyalty after receiving services to check the problems and complaints and applying suggestions with the aim of increasing customer loyalty and attracting more customers;

Holding a meeting with the company's management and delivering the proposal and executive solutions for the effectiveness and improvement of management system and carrying out other affairs assigned by the managing director on the customer service unit;

• Part Gasht Travel and Tour Co / Tehran/ Iran

• Customer Service Manager

• 22/05/2013 – 20/04/2019, Full-Time (44 hours per week) Duties include:

Managing and supervising customer service unit with the aim of providing optimal services and tailored to customer service standards, carrying out performance measurement, discovering shortcomings and responding to customer needs, doing educational needs of those staff working at customer service unit, and thus preparing and compiling policies and strategies appropriate in order to manage relations between customers and complex; increasing the efficiency and quality of service provided to customers;

Inspecting and reviewing the customer service policies and strategies and all actions related to company services in order to maintain customers and increase the satisfaction of the actual customers of potential customers and consequently stable income for the company;

Designing, organizing and managing the organizational structure of the experienced and efficient customer service unit consisting of practiced experts to communicate better with customers through the call center as well as the monitoring and coordination between organizational unit people to better carry out assigned affairs;

Preparing and developing analytical programs related to the upcoming opportunities and threats as well as aligning the mission and the purpose of the company to maintain its values and removing the obstacles through the holding of strategic and analytical meetings, regularly with cooperation and accompaniment of sales and marketing managers and company financial manager;

Coordinating and monitoring selection and recruitment of people to complete the human resources needed for customer service unit, reservations, public relations, etc. and controlling the performance of the staff involved in the customer service sector and their review based on customer segmentation in terms of type of service such as tour or hotel;

Managing and controlling customer affairs in order to improve awareness and training staff as well as individual and organizational development of those being in the team to improve the process governing the unit of communication with customers and to maintain and increase the satisfaction of actual customers and attract potential customers;

Holding team meetings with a unit to gain advantageous feedback and identifying customer needs and reviewing with the managing director to set the procedures and general policies of the organization in communicating customers;

Managing and monitoring the documentation process and utilizing information collected in improving the related processes for custom behavioral practices regarding customers;

Managing and monitoring customer service strategies to design and operationalize the important decisions of the organization concerning the customer service unit with the intention of optimizing the relationship between the complex and the customer as one of their most important tasks;

Holding managerial meetings with company management in order to provide reports, the plan for customer service units and obtaining approval from the managing director to implement the policy and strategies of the corporate customer service unit;

Managing and controlling the performance of experts in customer service units, ensuring their proper function and encouraging employees and creating targets to enhance their motivation in providing services in each quarter and creating competition between individuals and creating a proper and constructive communication with other services office services such as sales and accounting;

Accurate management and monitoring the records of the tours implemented and measuring the quality of their holding through the study of information and statistics collected in order to obtain information and resolving issues of domestic and foreign travelers regarding the tour and transferring with agencies;

Managing and organizing the customer service unit and the accurate recognition of the customer type and their needs, transforming travelers from potential customers to actual customers and guiding customer service teams in order to create loyal customers with proper and timely transferring service timely; holding proper quality tours and pursuing their requests in accurate and timely manner and accompanying with the passenger in case of an unpredictable problem for the development of corporate services and raising customer satisfaction;

Managing and planning for training customer service employees on how to treat passengers to create and expand effective and prolonged communication with customers and monitoring the provision of necessary facilities for proper education and providing sufficient information and control and monitor the process of continuous development and promotion of the services of the complex to customers;

Determining and developing unified strategies for the progress of the Air Travel Services and Tourism of Part Gasht Co. and developing creative executive programs and policies in order to respond more and better to customer needs and track in order to obtain customer satisfaction; collecting wide-ranging information from passengers on how to run tours and services by questionnaire and assessment of passengers and make a complete and accurate report to provide to the managing director during the meeting and providing advice along with targeted strategies for managers of other sectors in order to promote quality of customer service;

Managing and monitoring the implementation of standard procedures to provide better customer service with the program through communication with customers based on accurate targeting for customer attraction and customer service promotion by considering identified KPIs and their documentation in the Excel software, including the number of customer contact sequences in specified customer rankings and ensure the correct performance of the customer service team;

Controlling and monitoring the process of preparing daily sales reports of tours and other services provided, including visas, hotel reservations, transfers and so on and receiving reports from experts from customer service units in order to state regulatory measures and review customer service policies in order to control the post-sales process, increase new sales, maintain customers and create excellent relationships with customers;

Managing and holding weekly and monthly meetings with employees and customer service experts and continuous encouragement of the staff of this unit, communicating the programs of this unit and justifying them on the guidelines and regulations developed and providing specialized feedback and continuous training of experts to provide accurate and honest information to passengers and track customers' problems and requests

Education:

• Bachelor’s Degree/ Payame-Noor University -Lavasanat / Tehran/ Iran 20/01/2009 – 14/07/2014

Tourism Management

• Master’s Degree/ Maziar Higher Education Institute / Royan/ Mazandaran

/Iran

Tourism Management-Tourism Development Planning

23/09/2015 – 07/02/2018

Computer Skills:

Knowledge in computers and all Microsoft programs Languages:

Written and spoken Farsi

Written and spoken English

Referees:

• Part Gasht Travel and Tour Co. Ltd

• Managing Director

• Payam Razzaghi

• Email: adz7sb@r.postjobfree.com.

• Mob: 009***********

• Faraz Pardazesh Arka Co. Ltd.

• Managing Director

• Mahdi Sabzevari

• Email: adz7sb@r.postjobfree.com

• Mob: 009***********

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