Shayma Rahal
London,UK
Summary
I am a dedicated Customer Service professional with 10+ year’s knowledge of service delivery and proven multitasking abilities. I am committed to maintaining professional relationships within the company. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Being a Customer Service Representative allows the best of my skills in oral and written communication, active listening and analytical problem-solving skills to be delivered. I have the ability to handle multiple projects simultaneously with a high degree of accuracy. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure a position.
Overview
13
13
years of professional experience
Work history
Customer Relationship Managet
AirPlus International
London
2019.04 - 2025.08
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Resolved concerns with products or services to help with retention and customer care.
- Maintained and managed customer files and databases.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed strong relationships with customers by providing exceptional service.
- Extended after-sales support to customers, fostering long-term relationships.
- Handled customer enquiries professionally, fostering strong relationships.
- Improved customer relationships by promptly addressing concerns and queries.
- Built rapport with regular customers for positive relationships.
- Established long-term customer relationships by providing excellent service and understanding client needs.
- Managed client relationships to enhance customer satisfaction.
Customer Coordinator
Thames Water/Lanes Group
London
2017.04 - 2019.04
- Entered data, generated reports, and produced tracking documents.
- Coached employees through day-to-day work and complex problems.
- Gathered and organized materials to support operations.
- Utilized proactive communication abilities to resolve employment-related disputes.
Customer Service Representative
Mercedes Benz
London
2016.11 - 2017.04
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Customer Service Receptionist
Volkswagen
London
2016.10 - 2017.01
- Implemented and developed customer service training processes.
- Promoted available products and services to customers during service, account management, and order calls.
Telesales Representative
WSL - Will Writing Services
London
2014.10 - 2016.06
- Opened new accounts and documented personal, demographic, and payment information in system.
- Escalated concerns or advanced problem calls to management staff.
- Recorded contact information of customers and potential customers in internal database.
- Overcame objections using friendly, persuasive strategies.
Receptionist
Cineworld
London
2013.12 - 2014.01
- Confirmed appointments, communicated with clients, and updated client records.
Telesales Agent
Smart Sat
London
2012.12 - 2013.03
- Answered calls, took messages, and transferred calls to correct individuals.
Telesales Representative
CCA International
London
2012.09 - 2012.11
- Opened new accounts and documented personal, demographic, and payment information in system.
- Escalated concerns or advanced problem calls to management staff.
- Recorded contact information of customers and potential customers in internal database.
- Overcame objections using friendly, persuasive strategies.
Education
Bachelor Degree of Business and Management - Business Administration and Management
GSM
Greenford London 2016.06 - 1 2017
HND Business and Management -
West London college of Business and Management Science
2013.04 - 4 2015
Skills
- Customer service
- Quality assurance
- Complaint Resolution
- Account Management
- Money Handling
- Problem Solving
- IT - Word Excel PowerPoint etc
Languages
Arabic
English
Interests
Baking, Travelling, Socializing, Fitness, Cooking, Learning new languages
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Achieved by completing all day to day tasks with accuracy and efficiency.
- Supervised team of number of staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved issues from server to minor which led to an excellent result of satisfaction from the clients.
Timeline
Customer Relationship Managet
AirPlus International
2019.04 - 2025.08
Customer Coordinator
Thames Water/Lanes Group
2017.04 - 2019.04
Customer Service Representative
Mercedes Benz
2016.11 - 2017.04
Customer Service Receptionist
Volkswagen
2016.10 - 2017.01
Bachelor Degree of Business and Management - Business Administration and Management
GSM
2016.06 - 1 2017
Telesales Representative
WSL - Will Writing Services
2014.10 - 2016.06
Receptionist
Cineworld
2013.12 - 2014.01
HND Business and Management -
West London college of Business and Management Science
2013.04 - 4 2015
Telesales Agent
Smart Sat
2012.12 - 2013.03
Telesales Representative
CCA International
2012.09 - 2012.11