Customer Service/Dispatcher - Angels Courier
(2020-09 - 2020-12)
- Optimizing scheduling and dispatch decisions to improve efficiency and productivity, such as utilizing real-time data and advanced routing algorithms.
- Proactively identifying and addressing potential issues, such as delays or equipment malfunctions, to minimize disruptions to operations.
- Implementing safety protocols to ensure the safe and efficient operation of vehicles and equipment and ensure compliance with relevant regulations.
- Providing regular updates and status reports to superiors and customers on the progress of work and any potential issues.
- Collaborating with other departments such as maintenance or logistics to coordinate resources and resolve any operational challenges.
- Utilizing technology tools, such as GPS tracking and fleet management software, to improve decision making, increase visibility into operations, and streamline communication.
- Continuously monitoring and analyzing data, such as delivery times and crew productivity, to identify areas for improvement and make data-driven decisions.
Customer Care Team Lead - Opensooq (Classified Ads Website)
(2015-01 - 2019-05)
- Handling customer inquiries and complaints through various channels such as email, phone, chat, and in-person meetings
- Maintaining knowledge of platform updates and changes
- Escalating bugs, enhancement and feature requests
- Managing duty schedules and informing team members of weekly shifts
- Collecting feedback and reporting it to upper management
- Gathering information on customer satisfaction rate, number of created tickets and median first reply time
- Dealing with requests and escalations from OpenSooq partners and other department
- Addressing and resolving any issues or complaints from angry or upset customers
- Handling tasks requested by management
- Assisting team members to satisfy users and making them happy
- Handing over the cash from OpenSooq partners
- Dealing with escalated cases and requests from other departments (IT, Accounting, Sales, etc.) to deal with users and solve their issues and vice versa.
Content Moderator - Opensooq.com (Classified Ads Website)
(2013-09 - 2014-11)
- Responsible for posting and editing added ads by users live on the web, edit the posted Ads as the website terms, delete prohibited and scam Ads.
Online Customer Advisor – Data Entry - Crystelcall – Dubizzle.com (Classified Ads Website)
(2011-08 - 2013-02)
- Moderation agent at Dubbizle.com (Classified Ads website) responsible for posting advertisements live on the web, edit the posted Ads as the website terms, delete prohibited and scam Ads.
- Telemarketing: Call potential customers who want to sell their Cars, Properties, Electronics etc. and advise them to register in the website. Answer user's questions, inquiries in Arabic and English. Assist customers in posting their Ads.
- Data Entry: posting Client Ads in the website
