日本と海外をつなぐクラウドソーシング

ReturnHound DMCC

Business Operations Support Officer

2016/09～ 2017/12

Since we are a SaaS startup catering to the lost & found management for hotels across the GCC, I cater to a variety of 5 star as well as elite properties in the region. Also, as is the nature of a startup I have to constantly adapt to new challenges as well as role changes as the job demands. Some of my keys responsibilities entail:

• Responsible for maintaining client relations and serve as a key point of contact for all queries and issues
• Responsible to ensure seamless client/ partner onboarding and usage of the online system
• Encourage usage of the platform through constant follow ups , meetings, and conduct staff training as needed
• Support for our clients and well as end customers (email, chat and social media)
• Accompany management team on site training and participate in large chain roll-out by ensuring key tasks are completed adequately.
• Update partners on new updates and provisions on the system
• Escalate issues raised by the partners and monitor resolutions are conveyed back
• Meet and exceed KPI’s and goals set up by my manager to ensure we achieve business goals

SnapSights – Al Tamimi Investments Group

Customer Service Manager

2014/10～ 2016/07

Admin and company set up:
• Assist in the company set-up and the recruitment of a well-rounded core team
• Responsible for the day to day office management while achieving financial targets in the first two years of operations
• Assist General Manager in administrative works and business presentations.
• Assist Operations Manager with new joiners – orientation and making sure they abide all company policies and procedures
• Attending organized events and showcasing products to clients providing sufficient information based on their needs
Customer support & Sales:
• Set-up company database and maintained as well as updated customer records in Salesforce
• Generate sales leads and conduct cold calls.
• Managing social media updates and posts on – LinkedIn, Facebook, Google+, Integra and Twitter accounts
• Manage Customer support and achieve excellent customer experience via phone calls, emails and webchat
• Handling complaints and effectively escalating to the technical department based on complexity of issues. Collect client testimonials and address all customer issues
• Create “Happy Moment Videos” and “Bookmarks of the Day” for Monitoring clients and sends them on weekly basis
• Achieve sales and customer targets as needed and maintain client relationships to ensure business continuity
Reports:
• Generate monthly reports , Opportunities list and sales reports for the General Manager
• Create monthly reports of Technical Teams’ GPS activities for Operations Manager – insuring time shifts are balance

Groupon Middle East

Quality Assurance Officer & Partner Management

2011/10～ 2014/10

1. Quality Assurance Officer

• Conduct quality check of partner contracts in Salesforce, provide on-going feedback to sales managers to ensure required data is accurate and up to date
• Pre-feature check quality of the deal/ Performs mystery shopper checks
• Assist with developing training materials & documentation to improve efficiency between sales and QA
• Internal & external research on new and existing partners
• Responsible for screening authenticity documents mainly branded items, working with international QA & Legal Teams.
• Assist Planners and Sales managers in market research related to Shopping/Goods
• Assists Editorial Team with proofing deals before deal goes live
2. Partner Relationship - Manager
• Resolve partner cases in conjunction with PRM support and internal depts. as and when required
• Ensure that partner activity is properly communicated to the salesperson when needed
• Ensure write-up’s mirror partner and contractual agreement
• Develop initiatives to improve overall partner satisfaction with Groupon’s services
• Assist with developing merchant satisfaction surveys
• Act as the partners’ first aftersales point of contact; provide full aftersales support
• Ensure partners are properly briefed and ready to be featured as per the city plan
• Communicate the value of merchant service tools to the partner
• Build strong partner relationships through media plans and testimonials
• Complete follow-up calls to partners to build rapport and ensure that they are happy with the overall Groupon experience

Partner Relationship - Redemption Executive
• Process redemption of vouchers from Partners
• Handle payment journals from HQ and Master Redemption file for payment processing Responsible for dealing out upfront reconnections for data errors entered into the ORT system

The Media Factory FZ LLC

Assistant Office Manager

2010/10～ 2011/09

• Responsible for independent correspondence on behalf of the Managing Director as needed
• Assist Managing Director in administrative works and business presentations as well as travel, accommodation and visa queries for the Chairman and Chief Executive Officer
• Conduct research and find resources to help MD make decisions about event possibilities. This involves negotiating prices of locations.
• Sending E-blasts for events to promote sales via mailchimp
• Maintain employee records: Leave forms, Medical Insurance, Visa forms and assist the company PRO in employment/cancellation of visas (TECOM)