Customer Service Manager (Facility Management) at Healthy Home (2024-12 – Present)
Managed and supervised customer service operations ensuring high client satisfaction and service quality compliance.
- Managed and supervised customer service operations ensuring high client satisfaction
- Led, trained, and evaluated a team of customer service agents
- Coordinated with maintenance and operations teams to resolve service issues
- Built and maintained public relations with partner companies
- Supervised tender documentation with sales and technical teams
- Monitored service quality and ensured compliance with contractual standards
- Analyzed feedback and prepared performance reports
Quality Agent at Dubai Islamic Bank (2022-02 – 2023-09)
Monitored and evaluated call quality across customer service teams, assessed agent performance and provided coaching sessions.
- Monitored and evaluated call quality across customer service teams
- Assessed agent performance using predefined scorecards and KPIs
- Identified gaps in communication and service delivery, and recommended improvements
- Provided coaching sessions to enhance customer handling and compliance
- Ensured adherence to bank policies, regulatory standards, and quality protocols
- Prepared weekly and monthly quality reports for management
- Collaborated with training teams to update scripts and communication guidelines
Senior Customer Service Officer at Dubai Islamic Bank (2019-10 – 2022-01)
Managed high volumes of incoming calls, assessed customer needs, generated sales leads and maintained strong customer relationships.
- Managed high volumes of incoming calls and assessed customer needs
- Generated and qualified sales leads
- Maintained strong customer relationships through transparent communication
- Provided accurate banking information and resolved complaints efficiently
- Promoted banking products and opened new accounts following procedures
- Ensured compliance with banking policies and regulatory standards
Customer Service Representative at Road and Transport Authority (2017-07 – 2019-09)
Managed inbound/outbound calls, email, chat, and social media communication for government entities and corporate clients.
- Managed inbound/outbound calls, email, chat, and social media communication
- Provided support to government entities, vendors, and corporate clients
- Handled complaints, journey planning, licensing, and emergency cases
- Updated databases and contributed to training and knowledge management
Team Leader at Strong Motors Company (2014-05 – 2017-03)
Led sales team strategies and supported market expansion through strong client relationships and high-value sales deals.
- Built strong client relationships and closed high-value sales deals
- Led sales team strategies and supported market expansion
- Conducted product presentations and client visits
Sales Representative at Strong Motors Company (2013-04 – 2014-05)
B2B sales representative achieving consistent targets and building client relationships.
- Acted as a B2B sales representative achieving consistent targets
- Built rapport with clients and resolved customer inquiries
- Demonstrated and promoted company products
