Sofia Moutaouakkil Email & Phone Number

Dubai, Ae

Dubai, United Arab Emirates

Dubai, United Arab Emirates

Dubai, United Arab Emirates

A goal-driven leader who maintains a productive climate and confidently motivates mobilizes, and coaches employees to meet high-performance standards, lead and inspire a passion for team excellenceEnsure individual KPIs is met & update the manager.Monitor daily statistics and report on set KPIs for all team members to ensure optimal service results are achieved.Analyze all customer feedback to maintain the list of customer needs and ensuring the same are addressed by introducing initiatives to address the same in liaison with the vertical departments, to enhance customer experience. Creating the individual report based on his performance & set a meeting to discuss the odds privately.Oversee day-to-day operation of the team achieving SL targets and managing the day to day operations. Plan, prioritize and delegate work tasks to ensure proper functioning of the department.Creating an inspiring team environment with an open communication culture.Delegating tasks and set deadlines. Produced daily, weekly and monthly activity reports and forecasts.Improving customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes. Discover training needs and provide coaching.Maximizing customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing problems. Listen to team members’ feedback and resolve any issues or conflicts. Recognize high performance and reward accomplishments.Building strong communication bridges with other concerned teams within operations to ensure an effective contact circle aiming to meet all expectations set by the management.Report any bug and fishing website to the concerned department

Moderating the website ( dubizzle.com ) contentControlling spams (commercial) and fraud/scams advertisements Taking necessary actions to the ads that get reported Removing the ads that violate our Posting Rules / Terms of Use. Handling all kinds of user’s complaints.Coordinating with other concerned teams (Technical - Finance – Marketing – sales, etc.) to resolve any related casesEnforcing the Board Rules of Conduct.Answering any questions that users may have regarding the site, its policies, and procedures.Handling reports from users and reading through recent comments.Providing best possible service to our customers to achieve the highest level of customer satisfaction.Resolving customer complaints about time & treats them as business opportunities to ensure continuous improvement & developmentFollowing the payment transactions and arrange fast response for refund cases.Helping the Autos team to establish a decent contact with the new leads by handling outdoor campaigns and phone sales.Maintaining high levels of product and customer knowledge and participating in training programs as appropriate. Submitting detailed proposals and quotations to customers. Providing regular and accurate sales forecast updates to Senior Managers. Preparing and delivering sales presentations. Identifying, contacting and qualifying leads. Monitoring competition and analyzing competitor activity...Assisting my colleagues when they are struggling with customers.

Dubai Airport Free Zone Authority

•Handling incoming calls Inbound and outbound) and assist member in their specific enquiries•Prioritize my cases during the shift and my action to well manage my tasks and meet the member expectation •Opening first call cases ad warm escalation to the medical team and the operation manager •Meeting a targeted objective by providing an excellent medical advise liaising with the medical team •Manage the expectation of the client by following the operation procedure•Provide a high level of personalized customer service.•Manage the incoming action and inbound emails up to date •Case investigation and customer problem solving•Create a good relationship with the providers and the person of contact in order to obtain all medical report to move the case forward•Liaising with the insurance department to make sure that they receive the guarantee of payment in order to avoid in billing matter confusion•Approving French and English leads.•Handle customer’s inquiries and complaints professionally to maintain a bright image of the company.•Reporting to the operation manager for all and each Drill cases and private one •Coordinating with the other worldwide alarm center •Building a good habits of human touch and telephone skills

As part of the retention department: calling the client and thanking them for using our services and remember them about their subscriptions renewal date.Retain the deactivation subscription B2B Handing all kinds of the complainant.Preparing the Forms/ and receiptMeeting the walking customer and assist them with their queries.Working on different project as per the company needs

Diploma, Cabin Crew

Bachelor Of Applied Science (B.A.Sc.), Materials Science

Activities and Societies: physic & natural fundamental science