Noura Alotaibi
Riyadh,01
Summary
Highly skilled professional with extensive experience in customer service management within the VIP services sector of travel, hospitality, and aviation industries. Expertise in handling customer complaints and commercial inquiries, developing case management systems, and leading a call center team. Strong analytical skills in issue resolution and implementing Standard Operating Procedures (SOPs).
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Guest Care Specialist
ALTANFEETHI
11.2022 - Current
- Handling guests requests or complaints through (CRM) system, whether they are related to operations or commercial sectors, requires a systematic approach to ensure efficiency and customer satisfaction.
- Handling a contact center involves a range of responsibilities to ensure efficient and effective guest service.
- Implement quality assurance processes to monitor and improve the quality of guest interactions.
- Ensure the contact center can handle inquiries via phone, email, chat, and social media.
- Define and track KPIs such as case resolution time, guest satisfaction, and team productivity.
- Develop and maintain contingency plans for handling emergencies or unexpected spikes in call volume.
- Enhancing case management involves improving the processes and tools used to handle cases efficiently and effectively.
- Develop self-service portals where guests can access case information, submit documents, and track progress.
Guest Care Specialist
ALTANFEETHI
02.2022 - 10.2022
- Handling complaints effectively is a critical aspect of customer relationship management (CRM). A well-structured CRM process can help ensure that complaints are addressed promptly and satisfactorily, improving customer satisfaction and loyalty.
- Complaint Logging.
- Acknowledge Receipt.
- Categorize and Prioritize.
- Assign to Appropriate Team.
- Investigation and Resolution.
- Documentation and Analysis.
- Continuous Improvement.
- Reporting.
Supervisor of Operations - Walaa Insurance
Contact Center Company
08.2021 - 01.2022
- Manage shift schedules to ensure adequate coverage and optimal staffing levels.
- streamline processes to improve efficiency and reduce hold times.
- Ensure that resources (human and technical) are used effectively to meet operational goals.
- Handle escalated customer complaints and issues to ensure timely and satisfactory resolution.
- Implement strategies to enhance customer satisfaction and loyalty.
- Collect and analyze customer feedback to identify areas for improvement.
Supervisor of Operations
Alasila Company
05.2021 - 07.2021
- Oversee daily activities of the contact center team, including agents and support staff.
- Provide ongoing training, coaching, and professional development opportunities for staff.
- rack and evaluate team performance using key performance indicators (KPIs) and metrics.
- Foster a positive and productive work environment to keep morale high.
Social Media Representative (STC)
Contact Center Company
11.2020 - 04.2021
- Respond promptly to customer inquiries and comments on social media platforms.
- Develop and curate engaging content for social media platforms, including text, images, videos, and infographics.
- Address customer complaints and issues raised on social media, providing accurate and timely resolutions.
- Escalate complex issues to the appropriate department or personnel.
- Maintain a positive and professional tone in all interactions.
Customer Service Representative
Contact Center Company (CCC) - Ministry of Housing
09.2020 - 10.2020
- Responded to customer requests for products, services, and company information.
- Answer inbound calls from customers seeking assistance with housing-related inquiries.
- Provide accurate and timely information regarding housing policies, application processes, and status updates.
- Handle customer complaints and provide appropriate solutions and alternatives within the time limits.
Customer Service Representative
Contact Center Company (CCC) - GEA
09.2019 - 10.2020
- Documented and detailed calls and complaints using call center's CRM database.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Escalated complicated customer account issues to supervisors and help desk workers.
Sales and Marketing Representative
Tawuniya Insurance
10.2018 - 09.2019
- Explained features and advantages of insurance products or services to promote sales.
- Built relationships with customers and community to promote long term business growth.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Developed strong rapport with customers and created positive impression of business.
Education
Higher Diploma - Business Administration, Saudi Arabia
Abha Chamber
Riyadh, Saudi Arabia07.2022
Bachelor - English Language And Translation
Princess Noura University
Riyadh, Saudi Arabia10.2018
Skills
Customer Complaint Resolution
Case Management Systems
KPI Monitoring and Analysis
Team Leadership and Training
SOP Development and Implementation
Issue Investigation and Reporting
Commercial Inquiry Handling
VIP Service Management
Certification
IFCE
ISO 9001
Languages
Arabic
Native language
English
Proficient
C2
Timeline
Senior Guest Care Specialist
ALTANFEETHI
11.2022 - Current
Guest Care Specialist
ALTANFEETHI
02.2022 - 10.2022
Supervisor of Operations - Walaa Insurance
Contact Center Company
08.2021 - 01.2022
Supervisor of Operations
Alasila Company
05.2021 - 07.2021
Social Media Representative (STC)
Contact Center Company
11.2020 - 04.2021
Customer Service Representative
Contact Center Company (CCC) - Ministry of Housing
09.2020 - 10.2020
Customer Service Representative
Contact Center Company (CCC) - GEA
09.2019 - 10.2020
Sales and Marketing Representative
Tawuniya Insurance
10.2018 - 09.2019
Higher Diploma - Business Administration, Saudi Arabia
Abha Chamber
Bachelor - English Language And Translation
Princess Noura University
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