Merlina Pinto Email & Phone Number

Dubai, Ae

Dubai, United Arab Emirates

• Review Management: manage reviews on Google Play, Trustpilot, and the App Store, enhancing average ratings by addressing and resolving complaints.• Performance Analysis: Improve DSAT surveys received by fellow care agents to pinpoint dissatisfaction areas and offer coaching to underperforming teams for performance improvement.• Social Media Engagement: oversee social media posts and comments, publicly addressing issues for damage control, and skillfully resolving challenging… Show more • Review Management: manage reviews on Google Play, Trustpilot, and the App Store, enhancing average ratings by addressing and resolving complaints.• Performance Analysis: Improve DSAT surveys received by fellow care agents to pinpoint dissatisfaction areas and offer coaching to underperforming teams for performance improvement.• Social Media Engagement: oversee social media posts and comments, publicly addressing issues for damage control, and skillfully resolving challenging complaints to retain customers through effective communication.• Collaboration and Training: engage in collaboration with different departments to enhance customer retention and provide training for new employees on utilizing Sendbird, CRM tools, and Jira.• Leadership and Dispute Resolution: Lead manager calls to address customer inquiries from a leadership standpoint and oversee bank dispute (chargeback) cases, in order to enhance customer experience. • Management and Efficiency: Oversee the frontline team to decrease outstanding workload, pinpointing issues and collaborating with the technical team for backend solutions. Show less

Dubai, United Arab Emirates

• Consistently achieved 5/5 KPIs while leveraging CRM systems for streamlined operations.• Addressed customer queries with efficiency, providing swift and effective complaint resolution.• Demonstrated a hands-on approach with walk-in customers at the head office, maintaining a friendly and patient demeanor to understand and address their concerns.• Implemented a second-level manager call-back escalation for technical matters, garnering positive feedback by adhering to… Show more • Consistently achieved 5/5 KPIs while leveraging CRM systems for streamlined operations.• Addressed customer queries with efficiency, providing swift and effective complaint resolution.• Demonstrated a hands-on approach with walk-in customers at the head office, maintaining a friendly and patient demeanor to understand and address their concerns.• Implemented a second-level manager call-back escalation for technical matters, garnering positive feedback by adhering to SLAs.• Attained the highest positive customer satisfaction scores through exceptional service.• Proactively promoted and upsold Virgin Mobile products to customers.• Collaborated on projects necessitating teamwork to meet set targets.• Utilized in-depth product knowledge and technical expertise for effective troubleshooting processes Show less

Dubai, United Arab Emirates

• Administrative Support: Provide administrative support to the event management team, includingscheduling meetings, preparing agendas, and managing correspondence.• Planning and Coordination: Assisted in the planning, coordination, and execution of various events,ensuring timely delivery and collaborating with various stakeholders while adhering to budget constraints.• Communication: Acted as a point of contact for event-related inquiries and maintained… Show more • Administrative Support: Provide administrative support to the event management team, includingscheduling meetings, preparing agendas, and managing correspondence.• Planning and Coordination: Assisted in the planning, coordination, and execution of various events,ensuring timely delivery and collaborating with various stakeholders while adhering to budget constraints.• Communication: Acted as a point of contact for event-related inquiries and maintained excellentcommunication with stakeholders and team members.• Documentation and Record-Keeping: Managed documentation, including contracts, permits, and vendoragreements, ensuring accuracy and compliance.• Logistics Management: Coordinate logistics such as venue selection and transportation for staff. Show less

Dubai, United Arab Emirates

• Talent Acquisition: Identified and recruited suitable event staff through interviews and assessments.• Staff Coordination: Coordinated staff schedules, conducted briefings, and provided training on roles andresponsibilities.• Performance Management: Monitored and evaluated the performance of event staff, providing feedback andaddressing concerns promptly.• Recruitment Marketing: Developed and implemented recruitment strategies, leveraging social media platforms.

United Arab Emirates

• Applied a variety of promotional tools to build product awareness, generate consumer interest, and stimulate product demand.• Represented renowned brands, including Sprig Gourmet, Buggles Chips, Nestle Fitness, Starbucks Coffee, Enchanter Perfumes, and Lacnor Juice

Dubai, United Arab Emirates

• Resolved concerns with products or services to drive retention and sales.• Assisted a large volume of customers daily with a positive attitude, focusing on customer satisfaction.• Handled various complaint calls, providing the best possible solutions with a positive attitude.• Demonstrated teamwork in coordinating various events, including GITEX 2019.• Browsed through the website with customers on call to drive sales, using promotional tactics to make sales.