I am a biochemist by education, but my passion for people and customer interaction led me down a unique path, where I had the opportunity to move abroad and start my international journey in Customer Service and Client Relations where I could test my Business Development skills, contract reviewing and negociation, I contributed to busiess growth where my authenticity shaped the curve of the business and assured a natural ROI! I have trained and led multicultural and multilingual teams in different locations : ✔️ United Arab Emirates ✔️ India ✔️ France By analyzing customer behavior and feedback, I have driven significant improvements in customer experience and operational efficiency. I have contributed to the creation of innovative products/services and optimized business models, expanding service offerings to meet diverse customer needs. My efforts have expanded service accessibility and introduced 24/7 support via chat and mobile platforms, ensuring exceptional service delivery and always ensuring that customer satisfaction is at the forefront of our operations. My agile and decentralized approach has always been about fostering a diverse and inclusive workplace culture, building enduring customer relationships through transparent communication and diligent follow-ups. I believe in growing by lifting others, mentoring team members, and setting clear KPIs to enhance team efficiency. Expertise : ✔️ Multilingual: English, Arabic, French ✔️ Customer Service Director ✔️ Customer Experience ✔️ Client relations and account management ✔️ Contract reviewing and negociation ✔️ Business Development ( B2B|B2C) ✔️ Management of multicultural teams ✔️ Omnichannel and Digital Transformation ✔️ CRM Softwares: Zoho Books, Zendesk, Hubspot Achievement : 🏆 Honored with the Global Award 2013 for outstanding Customer Service
• Took part in the creation of an innovative insurance product targeting international customer base. • Managed a multilingual customer service team, enhancing service delivery for international clients. • Implemented CRM systems like Zendesk and HubSpot to streamline customer interactions. • Established key process improvements and metrics, driving operational efficiency. • Collaborated with MAIF International CEO and senior executives on strategic initiatives. • Enhanced customer experience through detailed analysis of customer behavior and feedback. •Worked with marketing and product teams to ensure customer-centric product development. • Promoted a diverse and inclusive workplace culture in partnership with Human Resources.
Business consultancy in the UAE specialising in partnerships and business establishment and Businessman travel arrangements. • Developed customer-centric products by analyzing feedback and advocating enhancements. • Fostered enduring customer relationships through transparent communication and diligent follow- ups. • Enhanced team efficiency, ensuring exceptional service delivery and customer satisfaction. • Managed workforce logistics, maintaining adherence to health and safety standards. • Expanded service accessibility, introducing 24/7 support via chat and mobile platforms.
The world’s leading outsourcing and technology service specialist,VFS Global embraces technological innovation, including Generative AI, to support governments and diplomatic missions worldwide. serving as a trusted partner to 67 governments. • Optimized the business model, expanding from visa facilitation to a 360° comprehensive travel services. • Led training programs for 30+ associates across UAE and India, improving service delivery. • Launched VFS Global's VVV Assist Services, establishing new branches in key locations. •Secured major accounts, contributing to a diverse portfolio of over 20 organizations.
• Built and maintained customer trust through proactive multichannel(Webchat, Emails, Calls) communication •Swiftly resolved customer complaints with effective solutions and follow-up. • Mentored and trained team members, setting KPIs in collaboration with HR. • Implemented innovative solutions to enhance contact center efficiency. • Honored with the Global Award 2013 for outstanding customer service.
• Addressed customer inquiries across multiple channels, ensuring seamless support. • Generated quotations and verified product availability for informed purchasing decisions. • Handled all procurement needs, from generating quotations to overseeing logistics and ensuring timely delivery to customers. • Drove product and service sales, optimizing transaction flow. • Managed customer complaints transparently, fostering trust and maintaining positive relations.