• Experience using HubSpot CRM for sales and proactive acquisition. • Worked in weekly sprints and experiment projects.• Achieved highest global score in PD with 46% conversion rate.• Positioned as the top performer in EMEA during four quarters.• Acquired deep knowledge about EMEA market and Agoda marketing products.• Mentored and supported new joiners during onboarding and daily tasks.• Provided trainings for global teams.

• Handled cases from B2C & B2B customers and collaborated cross-teams to provide support in different projects.• Learned in-depth about the company products and offers.• Second line agent handling escalation calls from junior agents.• Over passed target performance KPI score in Q3 by 39%. Embracing ownership and fast decision-making.• Over achieved QA target in Q2 and Q3.

• Responsible for customer multi-channel communication and user content moderation.• Accomplished the highest number of feedback conversion related in Q1.• Top QA employee award of February 2018 and Top performer award of February, March and April 2018.

• Maintained high-end customer relations and engagement in social media. • Responsible of building metrics to monitor and measure success of community engagement and customer feedback.• Moderated communities located in Dubai Islamic Bank social networking accounts including Facebook and Twitter.• Developed and implemented strategic plans that grow communities on Facebook and Twitter.• Handled complaints professionally while improving efficiently my problem solving skills.

• Handled customer account inquiries related with daily banking procedures. • Kept high-end customer support, provided valuable service to clients and designed best-option solutions. • Promoted bank products to initiate sales and collect new prospects and leads.

• Managed service operations with focus on implementing policies and procedures.• Handled post-sale service operations while ensuring customer satisfaction and business retention. • Ensured that operations at the service points match the company’s standards and ensured customer satisfaction by achieving delivery and service quality norms. • Identified improvement areas and implemented measures to maximize customer satisfaction levels.

• Oversaw and coordinated the day-to-day running of projects by assisting field researchers and senior management. • Involved in the development, updating and monitoring of business and action plans.