Sarmed Rida

I'm a Personal Trainer, though my background is in Customer Service. I've worked in Customer Service for over ten years. I've managed English and Dutch speaking teams in online retail Customer Service. I speak three languages; Arabic, Dutch and English. I have successfully managed various projects, including handling escalated customer inquiries and collaborating closely with different departments to resolve customers issues.

PureGym October 2024 – Present

Personal Trainer

• Conducting fitness assessments to establish client fitness and skill level
• Training existing and new clients with their fitness goals
• Giving advice on nutrition, health and lifestyle changes
• Leading group fitness classes
• Helping clients with their workouts and advising them about important safety concerns

Customer Escalations Adviser 

As highest point of contact within Customer Care; handling escalated and highly sensitive customer complaints. Achieve KPI’s whilst maintaining excellent quality via email. Work with our Implementation Team to test new and existing Customer Care processes. Managing various projects; first line of support to train new staff from end-to-end. Managing TOV projects; what tone works and steps to improve.

• Handling escalated customer correspondences via e-mail
• Trained a team of ten Customer Service Advisers
• Constructing English TOV specific copy for the CRM systems & ASOS website
• Streamlining internal processes to be implemented into process diagrams
• Following up on company procedures with Customer Care advisors both in-house & abroad
• Working closely with various departments to resolve customer’s escalated query

Graduated in 2013 from London Metropolitan University having successfully completed a BSc in Business Information Technology with a 2:1. I've completed a Personal Training Level 3 course in 2024.