Sohila Raafat
Customer Experience Supervisor
Dubai
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions to improve customer ratings, reduce complaints and increase business.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
Work History
Customer Experience Supervisor
Adnic Insurance Company
Abu Dhabi, SHR
11.2023 - Current
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Educated staff on strategies for handling difficult customers and challenging situations.
- Creating knowledge base Which allows customer service representatives to quickly access accurate information.
Senior Business Operations Specialist
Sympl | Fintech
12.2021 - 10.2023
- Process Optimization: Analyze existing operational processes and systems to identify areas for improvement
- Implement strategies to streamline workflows, enhance efficiency, and reduce costs
- Resource Management: Oversee the allocation of personnel, equipment, and materials to ensure optimal utilization
- Monitor resource availability and make adjustments as needed to meet operational demands
- Compliance and Quality Assurance: Establish and enforce compliance with organizational policies, industry regulations, and quality standards
- Conduct regular audits and inspections to maintain operational integrity
- Data Analysis: Analyze operational data for trends, provide insights for decision-making
- Team Collaboration: Work seamlessly with cross-functional teams, foster teamwork and innovation
- Risk Management: Identify potential operational risks and develop strategies to mitigate them
- Implement measures to safeguard against disruptions and ensure business continuity
- Reporting and Analysis: Collect, analyze, and interpret operational data to generate insightful reports
- Provide key performance indicators (KPIs) and actionable recommendations to support decision-making at various organizational levels.
Operations Officer
Ezz-El Arab - Aftersales-Volvo - Egypt
11.2020 - 12.2021
- Manage and resolve customer complaints via CRM system and face to face
- Handle client's booking on daily basis, and align with service advisors and PSTs
- Prepare daily Reports & Daily lead time calculation with weekly analysis report.
Customer Support Executive
Vodafone UK
02.2019 - 11.2020
- Answer incoming calls across UK
- Manage filing, mailing, correspondence and other management tasks
- Manage and resolve customer complaints.
Education
Bachelor of Commerce -
Cairo University
Egypt 01.2015 - 04.2019
MBA - General Track
Cardiff
Online 12.2023 - Current
Skills
Resource AllocationCompliance ManagementQuality AssuranceData Analysis and ReportingProblem SolvingCommunication SkillsAdaptabilityVendor ManagementProject ManagementLeadershipCritical Thinking
Retail Operations
Customer Service Management
Handling Complaints
Multitasking and Prioritizing
Timeline
MBA - General Track
Cardiff
12.2023 - Current
Customer Experience Supervisor
Adnic Insurance Company
11.2023 - Current
Senior Business Operations Specialist
Sympl | Fintech
12.2021 - 10.2023
Operations Officer
Ezz-El Arab - Aftersales-Volvo - Egypt
11.2020 - 12.2021
Customer Support Executive
Vodafone UK
02.2019 - 11.2020
Bachelor of Commerce -
Cairo University
01.2015 - 04.2019