Siham Sahim Ali Al Yarubi
Mucat,Seeb- Maabaila
Summary
Dynamic Senior Associate with expertise in driving team performance and service excellence. Cultivates strong working relationships to enhance collaboration and communication. Delivers results through effective problem-solving and customer engagement strategies.
Overview
3
3
Languages
17
17
years of professional experience
Work History
Senior Associate- Business excellance
Knowledge Grid Academy
Muscat
01.2024 - Current
- Identified issues, analysed information and provided solutions to problems.
- Achieved service time and quality targets.
- Built and maintained courteous and effective working relationships.
- Handled customer concerns and escalated major issues to supervisor.
- Resolved customer queries and problems using effective communication and providing step-by-step solutions.
- Picked up additional tasks to aid team success.
- Enhanced working relationships by participating in team-building activities.
- Actively listened to customers to fully understand requests and address concerns.
- Demonstrated consistent hard work and dedication to achieve results and improve operations.
- Trained and mentored employees to maximise team performance.
- Met schedule using excellent planning and coordination skills.
- Prepared range of written communications, documents and reports.
- Developed excellent working knowledge of industry trends and improvements in processes.
- Promoted safe working environment by implementing regulatory standards, policies and guidelines.
- Maximised customer engagement and satisfaction by delivering excellent customer service.
- Developed team communications and information for meetings.
customer services team leader
Knowledge Grid Academy
Muscat
01.2021 - 01.2024
- Conducted regular performance reviews, providing constructive feedback and personal development plans to team members.
- Facilitated team meetings to discuss targets, share best practices, and encourage open communication among team members.
- Communicated regularly with team members to maintain clearly defined expectations.
- Trained new staff on company policies, product knowledge, and customer service best practices, ensuring high-quality service.
- Prepared and delivered reports on team performance, customer feedback, and service improvement strategies to senior leadership.
- Addressed performance issues within the team through targeted training and one-to-one coaching, improving individual and team output.
- Supervised customer service representatives, assessed performance and organised development plans to diminish process lags.
- Resolved customer questions, issues and complaints efficiently to reach mutually beneficial solutions.
- Implemented strategies to improve customer satisfaction scores by analysing feedback and addressing areas of concern.
- Led a team of customer service representatives, fostering a supportive and efficient working environment to enhance performance.
- Coached staff on operating procedures to maintain quality services.
- Maintained an up-to-date understanding of industry standards and customer service trends to keep the team informed and competitive.
- Managed team schedules to guarantee adequate coverage during peak times, optimising resource allocation for better service.
- Exceeded team goals by leading meetings, sharing best practices and implementing sales initiatives.
- Resolved escalated customer complaints by negotiating solutions that satisfied both the customer and the company.
- Developed and maintained comprehensive knowledge of products and services to provide accurate information to customers.
- Championed a customer-first approach, leading by example and motivating the team to exceed customer expectations.
- Managed department schedules to maximise coverage during peak hours.
- Developed a reward and recognition programme to incentivise outstanding customer service, increasing team morale and performance.
- Evaluated CRM reports regularly, actioning improvements to achieve impressive results.
- Encouraged team to take advantage of upselling opportunities with new and potential customers to maximise sales.
- Implemented a customer feedback system, allowing for real-time responses and adjustments to service delivery.
- Managed department expenses to stay within allocated budget.
- Utilised CRM software to track customer interactions and sales, providing data-driven insights into team performance and customer behaviour.
- Monitored call and email response times, implementing measures to reduce waiting times and improve customer experience.
- Diminished financial discrepancies by managing deposits and credit card transactions.
- Coordinated with other departments to resolve customer issues promptly, improving cross-departmental communication and efficiency.
- Automated contact management system to efficiently manage large volume of clients.
- Partnered across departments to set clerical schedules and determine resource requirements for special projects.
- Recruited new team members for vacancies using online job boards.
- Helped team produce quality work using desktop publishing applications.
Brand Ambassador
Muscat Duty Free
Muscat
03.2017 - 03.2020
- Educated customers about company products through product demonstrations.
- Engaged with potential customers, explaining product benefits and features to drive sales and brand loyalty.
- Applied persuasive skills in convincing and converting prospective clients into buyers for increased sales.
- Interacted face-to-face with customers to promote products and services and increase sales.
- Followed company policies, standards and procedures in marketing goods and services to maintain professional brand image.
- Maintained a professional appearance and demeanour at all times, embodying brand values and ethos.
- Communicated daily with team to recap campaign performance and make recommendations for next steps.
- Attended public events with communities, businesses and media to promote brand updates and increase awareness.
- Assisted in the organisation of marketing and promotional events such as networking events and shows.
- Embraced customer first selling strategy to deliver positive customer experience and achieve daily sales goals.
- Attained sales targets through increased marketing, customer engagement and upselling and cross-selling.
- Coordinated with marketing teams to execute promotional campaigns, maximising reach and engagement.
- Tracked consumer interests and preferences by updating marketing and promotion records with changes to customer demands.
Team Leader
Knowledge Grid
Muscat
01.2012 - 02.2017
- Monitored team performance, identifying areas for improvement and implementing corrective actions.
- Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
- Monitored staff performance and developed improvement plans.
- Resolved complex customer enquiries, disputes and complaints.
- Evaluated team performance and provided constructive feedback to improve daily goal achievement.
- Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets.
- Served as customer service team lead, enforcing company policies, answering co-workers' questions and training new staff.
- Supported employee morale and well-being by developing positive practices centred on career development and individual job satisfaction.
- Resolved conflicts within the team amicably, maintaining harmony and collaboration.
- Tactfully handled complaints from staff, management and clients using excellent problem-solving and dispute resolution skills.
- Liaised between management and staff, advocating for team needs and resources.
Call Centre Agent
DHL Express
Muscat
01.2010 - 01.2012
- Increased customer satisfaction by offering friendly, helpful and informative customer service.
- Handled and quickly resolved customer issues regarding product sales and customer service problems.
- Remained calm under pressure to handle customer complaints and solve problems.
- Followed-up on customer interactions to provide further support.
- Responded to customer emails with accurate, professional replies.
- Handled incoming telephone calls promptly to minimise customer waiting times and enhance customer satisfaction ratings.
- Support with outbound calls to customers about specific sales and marketing promotional campaigns.
- Employed strong communication skills to explain complex information in a clear and understandable manner to customers.
- Followed customer service script for uniformity in handling customer issues.
- Gave clients information about available products and services to build awareness.
- Maintained working knowledge of available products and services for enhanced customer service.
- Strived to meet and exceed call centre targets while maintaining excellent customer care.
- Adapted to rapidly changing work environments and customer needs, ensuring high levels of service despite challenges.
- Delivered personalised customer service by actively listening to concerns and tailoring solutions to meet individual needs.
Education
A-Levels - Tourism and Hospitality
Oman Tourism Colage
Muscat01-2010
Skills
- Problem analysis
- Customer service
- Team building
- Employee training
- Performance management
- Service improvement
- Regulatory compliance
- Time-management
- Creative thinking
- Decision making
- Email handling
- Active listening
- Team Leadership
- Customer relationship management
- Report-writing
- Timekeeping
- Document management
- Confidentiality understanding
- Data entry and database management
- Risk Management
- Communication proficiency
- Client Relationship Management
Languages
Arabic
First Language
English
Proficient
C2
Afrikaans
Proficient
C2
Timeline
Senior Associate- Business excellance
Knowledge Grid Academy
01.2024 - Current
customer services team leader
Knowledge Grid Academy
01.2021 - 01.2024
Brand Ambassador
Muscat Duty Free
03.2017 - 03.2020
Team Leader
Knowledge Grid
01.2012 - 02.2017
Call Centre Agent
DHL Express
01.2010 - 01.2012
A-Levels - Tourism and Hospitality
Oman Tourism Colage