Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

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
Muscat
01-2010

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
Siham Sahim Ali Al Yarubi