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Work Background
British CouncilCluster Sales and Customer Management Lead - UAE Qatar and Oman
Oct. 2024Dubai, United Arab Emirates
British CouncilCustomer Services and Sales Manager
Apr. 2021 - Oct. 2024United Arab Emirates- Finance and Administrative Management - Training, Coaching and Mentoring of the team - Conduct quality checks and address issues as needed - Oversee the provision of customer feedback and market insight via gathering of data through focus groups, questionnaires and surveys - Launched Spotii (instalment payment plan provider) to ease the customer journey for Teaching Centre customers and executing roll-out in other countries in the region - Upgraded and implemented a revised sales and consultation toolkit that aided in boosting conversions
British CouncilCustomer Services Advisor
Sep. 2019 - Apr. 2021- Lead in the onboarding on the English Online platform over 5 days on account of classes moving online due to the COVID-19 lockdown - Actively led the team in achieving higher sales targets and meeting business expectations for our Teaching Centre courses - Led CSMs in the region with collating and presenting data on MENA enquiries to key stakeholders - Piloted the facilitation of soft skills training session within the UAE Customer Services team - Analysed and assessed our Equality, Diversity and Inclusion actions in country against the DAF Indicators
British CouncilRegional Digital Content Officer (Secondment)
Dec. 2018 - Aug. 2019Abu Dhabi, United Arab Emirates- Manage Social Media and Web requests for Egypt and Northern Africa. - Liaise with product owners on content creation on their country websites. - Lead on extraction of Webform Submissions and Facebook Leads for Egypt - Schedule monthly social media content on Facebook for Egypt and Northern Africa - Liaise with the UK team and Country Leads on global roll-outs - Led on the development of site content and design for the Newton Moharafa project - Redesigned and updated the MENA product pages on the Going Global 2019 event in Berlin
British CouncilCustomer Service Assistant
Nov. 2014 - May. 2015Abu Dhabi, United Arab Emirates- Enquiry Management (E-mail, Telephone, F2F) on offered English Courses and Exam products/ services. - Advised customers on the Verification Services of UK qualifications. - Managed pre and post exam services for IELTS, Cambridge, Edexcel and other UK accredited qualifications. - Organised focus groups on our Teaching Centre courses to collate data to help improve the customer journey
British CouncilFreelance Assistant Customer Service Assistant
Jun. 2013 - Oct. 2014United Arab Emirates- Invigilator or Marshall for professtional exams, i.e: IELTS, CFA - Assistant to teachers. - Managed the placement test registration process for our English Courses.
Privilege Club - Intercontinental Abu Dhabi HotelAdministration and HR Intern
Jul. 2012 - Aug. 2012Abu Dhabi, United Arab Emirates- Lead on CRM activties and Data Entry. - Handled membership packages for existing and new members. - Create membership agreement and assemble the package. - Assigned telecommunication tasks to agents
ParsonsFinance Intern
Jun. 2010 - Aug. 2010United Arab Emirates- Budgeting. - Assistant to the document controller. - Managed tender documents and BOQs.
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