Eman Al-Shareef. Email & Phone Number

Jeddah, Sa

- Assisted sales staff to follow up on leads generated from marketing campaigns.- Ensure outstanding customer satisfaction by maintaining strong working relationships.- Guide and lead team members to deliver products and services that exceed customer requirements.- Handle client issues throughout the implementation life cycle in a timely and accurate fashion.- Manage and train resources to ensure quality and consistency of service to customers.- Schedule and conduct status meetings with appropriate development resources and customers.- Provide proper refunds and compensation to customers on time.- Assist sales team in business acquisitions, planning, retention, and management.- Maintain complete and accurate customer correspondence data.- Assist in making major business decisions.- Develop and update customer-related reports.- Manage customer relationships to build a reputation for excellent service and generate repeat business.- Negotiate and manage agreements through the business contract process.- Identify and develop problem-solving methodologies to resolve customer issues.

- Met with clients to discuss complaints and offer solutions to any problems they may be experiencing with the service providers.- Prepared reports summarizing complaint data for management review.- Documented all activities related to each complaint for easy reference in future conversations with the customer.- Took detailed notes during conversations with customers to ensure all important details were included in the case file.- Engaged with legal staff to investigate allegations of illegal activity or misconduct by company employees.- Coordinated with other departments such as human resources, accounting, and operations to ensure that a complaint was resolved satisfactorily.- Followed up with customers to ensure that they were satisfied with the resolution of their complaints.- Resolved customer complaints quickly and efficiently with great attention to detail.

- Led 15 virtual consultants with different tasks.- Directed customer service team toward achieving operational goals.- Ensured that the customer service team had excellent communication, problem-solving, and professional phone etiquette skills for achieving customer satisfaction.- Managed and updated customer loyalty program.- Provided supervision and technical assistance to the customer service team to attain departmental and organizational goals.- Determined work procedures, schedules, and workflow for customer service staff.- Performed annual reviews, appraisals, and performance management reviews for the customer service staff.- Ensured that customer complaints were resolved professionally.- Developed standard procedures and policies for improving the service provided to customers.- Maintained in-depth working knowledge of the company’s brands, systems, and operations.- Monitored business and process metrics to measure and manage customer service effectiveness.- Educated customers about the company’s products and services.- Ensure that customer calls are handled and answered in a timely and accurate fashion.- Prepared documentation and reports on routine customer correspondence for future reference purposes.- Maintained communication with customers via emails, phone calls, emails, etc.

- Managed the day-to-day operation of the complaints team.- Maintained and reviewed the complaint process documents for efficiencies and proposed improvements to processes.- Updated the complaints training documents capturing recent and relevant themes.- Coached, developed, and motivated individuals within the team, and ensured appropriate training and development plans were in place.- Developed a culture of collaboration and accountability for the resolution of customer complaints.- Escalated cases that were close to breaching the relevant stakeholders.- Contributed to the establishment and maintenance of meaningful metrics to measure and improve the service provided to the customers.- Provided complaint guidance across the business through all communication channels promoting positive behaviors and a clear understanding of reputational damage.

- Maintained a positive, empathetic, and professional attitude toward customers at all times.- Responded promptly to customer inquiries.- Communicated with customers through various channels.- Acknowledged and resolved customer complaints.- Processed orders, forms, applications, and requests.- Kept records of customer interactions, transactions, comments, and complaints.- Communicated and coordinated with colleagues as necessary.- Provided feedback on the efficiency of the customer service process.- Managed a team of junior customer service representatives.- Ensured customer satisfaction and provided professional customer support.

Master'S Degree In Business Administration

GPA: 4.71 out of 5 A master of business administration (MBA) is a graduate degree that provides theoretical and practical training.

Bachelor Of Science: Library And Information Science, Very Good

GPA: 3.83 out of 5 The Bachelor of Library and Information Science is a course where students are taught the various aspects of library.