Amal Alshumrani

• Monitor shipment status, and ensure smooth execution of import/export processes.
• Manage end-to-end customer cases using Salesforce and ServiceNow platforms.
• Provide digital solutions to customers, including quotations, bookings, shipment tracking, and additional services.
• Onboard new external customers to digital platforms, and provide guidance on website navigation and tools.
• Act as the primary point of contact for escalations and communications between customers and stakeholders, offering guidance and support through our services.
• Lead internal projects, and report progress in weekly updates.
• Generate and maintain weekly reports on phone channel usage across IMEA, including analytics preparation for management meetings, and updates in a central tracker for ALT’s area meetings.
• Support the Finance team by resolving pending customer invoices, and ensuring accounts remain active.
• Assist and support team members in daily operations and task execution.
• Tracked key performance indicators related to customer experience initiatives.
• Provided guidance and advice to clients on how to improve their customer service experiences.
• Monitored customer satisfaction levels through surveys and other feedback mechanisms.

Initiatives:

• Developed customer-facing knowledge articles for swift access via the company website.
• Supported the onboarding and training of new team members.

• Acted as team leader during times when the official lead was occupied.
• Assisted agents in addressing complex cases, providing guidance to ensure a consistent customer experience.
• Collaborated with internal teams to facilitate issue resolution and deliver accurate, real-time information.
• Addressed passenger inquiries and resolved concerns through effective communication during inbound customer calls.
• Ensured compliance with applicable laws regarding carrier regulations.
• Maintained a seamless travel experience by prioritizing customer needs and solving problems efficiently

• Managed customer inquiries and service disruptions through social media channels for timely communication.
• Responded to inbound messages and posts, efficiently resolving passenger concerns while preserving brand voice.
• Maintained service quality across digital platforms during peak periods and operational disruptions.

• Responded to inbound customer calls, addressing inquiries, and providing timely resolutions to passengers' concerns.
• Helped clients navigate online systems within established frameworks to obtain services.
• Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
• Ensured a seamless travel experience by delivering clear communication, problem-solving under pressure, and maintaining a customer-first approach.