Jasmine Hassan

Results-driven Customer Experience Executive with 10+ years of progressive experience across UAE government services, luxury retail, aviation, and banking. Proven track record managing high-volume client interactions (25–35 daily), resolving complex cases, and consistently ranking among top performers. Experienced with GDRFA and ICP government service portals, VIP client management, and delivering 95%+ customer satisfaction scores.

Trilingual professional (Arabic, English, Italian) with deep cross-cultural competence and a service-first mindset suited to Dubai's dynamic, multicultural environment. Adept at CRM systems, workflow optimization, and complaint resolution in high-pressure, multi-service environments.

Client Satisfaction Specialist at Amer Centre (2024-01 – Present)

Manage client interactions across visa processing, Emirates ID renewal, and government services using GDRFA & ICP portals. Handle complex and escalated cases with consistently high satisfaction ratings.

• Manage 25–35 clients daily across visa processing, Emirates ID renewal, and government services using GDRFA & ICP portals
• Improved client processing efficiency by 15% through smart case prioritization and structured workflow management
• Handle complex, escalated, and urgent client cases — responsibility assigned by management based on performance KPIs
• Maintained 95%+ customer satisfaction score through consistent service excellence and clear communication
• Ranked Top 3 of 15 team members based on performance metrics, client feedback, and quality audits
• Provided cross-branch operational support, demonstrating flexibility and institutional reliability

Sales Consultant — Luxury Retail at Hugo Boss (2019-11 – 2023-09)

Achieved consistent sales targets in luxury fashion retail environment. Built and maintained long-term relationships with VIP and repeat clients through personalized service and CRM strategies.

• Achieved 90–110% of monthly sales targets consistently over a 4-year tenure in luxury fashion retail
• Built and maintained long-term relationships with VIP and repeat clients through personalized clienteling and CRM
• Applied upselling and cross-selling strategies to increase average transaction value and customer lifetime value
• Resolved last-minute client issues with calm professionalism, ensuring seamless purchase experiences
• Represented the brand at a world-class standard in alignment with Hugo Boss customer service protocols

Passenger Service Agent at Hurghada International Airport (2016-01 – 2019-10)

Managed high passenger volumes in fast-paced international airport environment. Conducted document verification and provided dedicated assistance to passengers with special needs.

• Managed high passenger volumes in a fast-paced international airport environment across check-in, boarding, and gate operations
• Conducted document verification and ensured compliance with airline safety and security regulations
• Provided dedicated assistance to passengers with special needs, elderly travellers, and unaccompanied minors
• Maintained service quality during peak periods, holidays, and irregular operations

Customer Service Representative at ALEX BANK (2014-08 – 2015-11)

Resolved customer inquiries across multiple channels. Educated clients on banking products and executed targeted marketing campaigns.

• Resolved customer inquiries across inbound calls, email, and live chat with a high first-contact resolution rate
• Educated clients on loan products, credit cards, and banking services — driving measurable product adoption
• Executed targeted phone-based marketing campaigns using customer data to meet and exceed sales targets
• Collaborated with corporate HR departments to facilitate group credit card and account contracts
• Maintained accurate and comprehensive client records in internal CRM database

Bachelor of Accounting in Accounting – Menoufia University (2014)