Abdullah Alkhalaf
Saudi Arabia
Summary
Active member & certificate holder of SOCPA. Experienced Customer Tracing Advisor bringing +10 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
1
1
Certification
Work history
Customer Tracing Advisor
DHL
Khobar
08.2010 - Current
- Listening actively to offer accurate information and best solution to customers' needs.
- Obtaining feedback from customers to improve service experience.
- Preparing necessary forms to complete transactions.
- Applying conflict management to stressed and concerned customers.
- Maintaining excellent client satisfaction by providing in-depth support.
- Tracking shipments and making enquiries related to delayed, missing, undelivered, misrouted, returned and damaged shipments.
- Sending traces, transferring and following up calls, and forwarding instructions.
- Handling daily reporting to Internal: (Operations Supervisor, Sales, Duty Processor and Advisors) and external: (DHL network, Customers, Hubs and lost and found centres).
- Globally communicating with all relevant departments to ensure maintaining company standards.
Customer Inquiry Service
DHL
Khobar
05.2010 - 08.2023
- Provide a competent, courteous, efficient and proactive point of contact for customers both internal and external.
- Traced shipments, handled customer complaints, and updated customers with shipment process.
- Negotiated and used persuasive skills to overcome objections.
- Answered customer calls and inquiries ensuring customers' bookings and traces finished as per network standards.
Education
Bachelor of Business Administration - BAA - Business Administration and Management
Saudi Electronic University
DammamGCSEs - Computer Programming
Institute of Public Administration
/2007 - /2010
Skills
- Lead management
- Customer experience
- Team leadership
- Staff training and mentorship
- Hardworking and soft skills
- Microsoft Office Suite
Certification
- Active Member & Certificate Holder of SOCPA
- Key Account Management, EDRAK
This course covers the Pareto Principle, emphasizing how 80% of results come from 20% of customers. It focuses on building strong client relationships, leading teams, and managing key accounts effectively. Participants learn to assess performance, take corrective actions, identify training needs, and develop strategies for continuous growth.
- Financial Analysis Basics, RIYADAH
- How to Handle Causes with Angry Customers, DHL
- Soft skills, DHL
- C++ Programming
- Computer Networking Database System Application
- Introduction to Programming JAVA
Languages
English
Fluent
Arabic
Native
Timeline
Customer Tracing Advisor
DHL
08.2010 - Current
Customer Inquiry Service
DHL
05.2010 - 08.2023
Bachelor of Business Administration - BAA - Business Administration and Management
Saudi Electronic University
GCSEs - Computer Programming
Institute of Public Administration
/2007 - /2010
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