Eman Yassin Email & Phone Number

Dubai, United Arab Emirates

Dubai, United Arab Emirates

• Communicate and cooperate with the content team with product descriptions both for Arabic and English content of the site.• Managed major customers account (brands Bloomingdale’s, Harvey Nichols, Gap, Mamas and papas etc.)• Defused volatile customer situations calmly and courteously accurately documented, researched, and resolved customer service issues.• Constantly met daily goals and objectives for optimal call center statistics.• Implement and secure services, events, and… Show more • Communicate and cooperate with the content team with product descriptions both for Arabic and English content of the site.• Managed major customers account (brands Bloomingdale’s, Harvey Nichols, Gap, Mamas and papas etc.)• Defused volatile customer situations calmly and courteously accurately documented, researched, and resolved customer service issues.• Constantly met daily goals and objectives for optimal call center statistics.• Implement and secure services, events, and in-store activities• Addressed negative customer feedback immediately. • Provided a high level of product and leadership support to representatives and clients. • Collected, monitored, and evaluated customer requirements to achieve desired delivery time and order fill rates.• Resolved customer questions, issues and complaints.• Developed rapport with the customer base by handling difficult issues with professionalism.• Developed effective relationships with all call center departments through clear communication. • Created training manuals targeted at resolving even the most difficult customer issues.• Provided detailed monthly departmental reports and updates to senior management.• Generated and distributed daily reports and order acknowledgments to appropriate personnel. • Built customer loyalty by placing follow-up calls for customers who reported product issues.• Handled inbound calls effectively and efficiently through the use of proactive customer service and retention skills, call control, and selective sales techniques.• Assist team in developing SLA and ensuring they are all signed and updated. Also, ensure billing is as per signed contracts/addendums. Show less

Dubai, United Arab Emirates

• Seeking to reach the customer expectations by communicating all and any changes to the cross-functional team and recommend new ideas.• Prepare Daily/Weekly/Monthly customer feedback reports and customer service tasks. • Providing all the support to customer service supervisor and managers • Highly organised, detail oriented and accurate.• Prioritise and record all tasks requiring action and ensure follow-up in a professional and timely manner• Tracking orders and provide… Show more • Seeking to reach the customer expectations by communicating all and any changes to the cross-functional team and recommend new ideas.• Prepare Daily/Weekly/Monthly customer feedback reports and customer service tasks. • Providing all the support to customer service supervisor and managers • Highly organised, detail oriented and accurate.• Prioritise and record all tasks requiring action and ensure follow-up in a professional and timely manner• Tracking orders and provide appropriate details to ensure that the delivery process is followed step by step.• Collaborate with the different departments to execute strategies, including setting action plans and measuring the success.• Provide CRM team with customer suggestions in order to make campaigns achieve required goals.• Creating and executing email-based marketing campaigns.• Communicate and cooperate with the content team with product descriptions both for Arabic and English content of the site.• Organize training programs for customer experience representatives in order to update their job knowledge and enhance their skills.• Participate in weekly and monthly team meetings to recap business results and follow up on actions • Discuss and assist in the implementation of new ideas to reduce processing items or gaps• Work on various program marketing communications, fulfilment and tracking processes• Assist the event manager in order to organize the items SKUs, the stock quantities and delivery at the events• Attended luxury brand meetings to understand and learn more about the brand to meet customers’ needs and the fashion market. • Managing some of urgent merchandising re-orders.• Coordinating with some designers regarding some seasonal collections depending on the customers' requests.• Assist in reviewing project performance / arrange for special orders and deliveries for items due to delay from brand or stock mislabelling Show less

Dubai, United Arab Emirates

• Effectively managed a high-volume of inbound and outbound customer calls. • Use the customer data to focus resources on improving performance • Assisted with quality assurance process as required. • Worked frequent overtime or substitution hours. • Worked with management to ensure appropriate changes were made to improve customer satisfaction. • Emotionally intelligent in terms of empathetically understanding and predicting customer behaviour. • Contacted customer… Show more • Effectively managed a high-volume of inbound and outbound customer calls. • Use the customer data to focus resources on improving performance • Assisted with quality assurance process as required. • Worked frequent overtime or substitution hours. • Worked with management to ensure appropriate changes were made to improve customer satisfaction. • Emotionally intelligent in terms of empathetically understanding and predicting customer behaviour. • Contacted customer to follow up on purchases, suggest new merchandise and inform them about promotions and upcoming events. • Customer Service for a Live chat System with customers. • Encourage and motivate all employees to display the highest standards of service at all times particularly when representatives are working in. • Stressful conditions dealing with customer complaints Show less

Dubai, United Arab Emirates

● Giving feedback to managers on the efficiency of the customer service processes and system.● Coaching and developing team members in soft skills.● Recording and analyzing data from customer complaints to identify recurring problems and limit repeat complaints.● Experience of leading teams.● Able to adapt tone, language and style for different customers and situations.● Creating a good first impression.● Building customer relationships and loyalty.● Able to say… Show more ● Giving feedback to managers on the efficiency of the customer service processes and system.● Coaching and developing team members in soft skills.● Recording and analyzing data from customer complaints to identify recurring problems and limit repeat complaints.● Experience of leading teams.● Able to adapt tone, language and style for different customers and situations.● Creating a good first impression.● Building customer relationships and loyalty.● Able to say 'no' constructively and give 'bad' news in a tactful way.● Knowledge of phrases and keywords that can generate customers confidence.● Using logical questioning skills in an appropriate manner and able to control a conversation quickly to obtain the maximum relevant information from the customer in the minimum effective time.● Ability to remain calm when dealing with emotional, difficult or distressed people.● Able to handle aggressive behavior and take control of difficult situations.● Having a natural flair for talking to people.● Ability to build rapport effectively and identify solutions depends on customers’ needs.● Able to handle unreasonable expectations.● Handling customer escalations and all customer relations issues. Show less

Dubai, United Arab Emirates

● Coordinating department rosters● Monitoring all incoming and outgoing communications● Maintaining documents and information invoicing, requisition and editing● Meeting and liaising with the clients to negotiate and agree research projects● Preparing briefs and commissioning research● Formulating a plan/proposal and presenting it to the client or senior management● Writing and managing the distribution of surveys● Briefing interviews and researchers● Liaising… Show more ● Coordinating department rosters● Monitoring all incoming and outgoing communications● Maintaining documents and information invoicing, requisition and editing● Meeting and liaising with the clients to negotiate and agree research projects● Preparing briefs and commissioning research● Formulating a plan/proposal and presenting it to the client or senior management● Writing and managing the distribution of surveys● Briefing interviews and researchers● Liaising with and managing survey staff● Moderating focus groups● Undertaking ethnographic research (observing people in their homes and other environment)● Conducting qualitative or quantitative surveys, which may involve field, interview or focus group assessments● Using statistical software to manage and organize information● Monitoring the progress of research projects● Planning and implementing projects – Organized and managed multiple projects successfully such as Telecom companies (Etisalat and du), Beverages, Automobile, etc● Writing details reports and presenting results● Managing budgets Show less

Dubai, United Arab Emirates

● Creating schedules to ensure adequate and efficient always● Reporting staff hours to the payroll department and responded● Recruiting interviewed and trained retail sales staff as required● Advising store Manager on staffing needs and personnel issues● Assisting store Manager with duties and tasks as required● Facilitating clear communication between retail floor staff and office staff● Scheduling Product Knowledge sessions with various sales representatives●… Show more ● Creating schedules to ensure adequate and efficient always● Reporting staff hours to the payroll department and responded● Recruiting interviewed and trained retail sales staff as required● Advising store Manager on staffing needs and personnel issues● Assisting store Manager with duties and tasks as required● Facilitating clear communication between retail floor staff and office staff● Scheduling Product Knowledge sessions with various sales representatives● Providing expert advice to the customer in all areas in the store● Proactively built maintained customer relationships● Motivating staff and maintained positive work environment Show less