• Handling customer service for Retail brands such as ACE, Toys R Us, Marks and Spencer, Kiabi, Al Futtaim Watches & Jewellery etc.• Managing five customer service representatives in the retail contact center - analyzing daily productivity reports and implementing changes to improve efficiency and quality• Training of new recruit & upskilling of current employees for new processes• Generating weekly/monthly financial and usage reports using Power BI to facilitate cost allocation across brands

o Supervisory Responsibilities:- Quality & NPS analysis to implement continuous improvement strategies with the end result to elevate NPS score - Reviewing VOC feedback and initiating improvements based on gaps in processeso Report Generating:- Generating weekly/monthly reports of customer interactions to highlight trends / forecast volumes ensuring smooth process flow

• Part of the launching team for the E-Commerce platform in Al-Futtaim in November 2015 (ACE, PLUGINS and Marks & Spencer)• Handling customer queries and resolving them on voice, email and social media channels• Providing training for colleagues in regards to newly established processes

• Direct contact with customers, representing the company in a professional and competent manner, relaying expertise and strong points/advantages of products, convincing and negotiating with customers.• Building and managing relationships with existing customers to ensure flow of business, carefully understanding their needs with regular contact and effective communication and providing the best suitable solution. • Reporting periodically to the owner of the company regarding potential incoming business, progress towards target and plans of action in the future.• Creating quotation and performing effective follow up to customers’ demands and alterations to orders placed. • Maintaining accounts and efficiently co-ordinating with co-workers across different departments to establish an informative perspective on everyday activities within the company.