Nada Abdullah Alsumairi

• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
• Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
• Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
• Developed internal requirements and standards to minimize regulatory risks and liability across programs.

· Run the daily Customer Service operations in accordance with the Kingdom of Saudi Arabia Pavilion standards and customer care programs.

· Demonstrate flexibility in adhering to the planned/scheduled shifts and on call and unplanned shifts due to the floor situation to achieve all defined Service Level.

· Deliver the highest degree of customer service levels and Support the Customer Services staff in running the services effectively.

· Promote the mission and vision of the Kingdom of Saudi Pavilion by acting in a caring, courteous, and confidential manner towards all of the Kingdom of Saudi Arabia Pavilion visitors, colleagues and staff.

· Perform the assigned duties and responsibilities according to the expected standards in order to fully meet the Kingdom os Saudi Arabia Pavilion needs.

· Ensure self-punctuality, adherence of policies & procedures and discipline to the Kingdom of Saudi Arabia Pavilion by leads, directs and reviews the work of team members in order to accomplish operational plans and results.

• Hires entry-level customer service employees
• Trains new employees in the company’s customer service policies, procedures, and best practices
• Organizes and oversees the schedules and work of assigned staff
• Conducts performance evaluations that are timely and constructive
• Collects data and prepares reports on customer complaints and inquiries
• Prepares monthly reports summarizing the assigned customer service teams performance
• Prepares knowledge-based documents such as summaries and responses to frequently asked questions
• Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Service or other appropriate staff
• Assists with budget preparation for the Customer Service department
• Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.