Summary
Overview
Work history
Education
Skills
Interests
Languages
Additional Information
Accomplishments
Timeline
Generic
Nadia Boukhatem

Nadia Boukhatem

Doha,Qatar

Summary

Committed Customer Relationship Manager experienced in building and maintaining positive client relationships. Evaluated business policies and performance data to identify and implement improvement strategies. Skilled in planning and operations management. Background running successful business operations with knowledge of budgeting, staffing , sales and marketing.

Overview

13
13
years of professional experience
5
5
years of post-secondary education

Work history

Promoted to Customer Relation Manager

Diet Delights Qatar / Flavors Cafe
Doha, Qatar
09.2020 - Current
  • Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings.
  • Contacted satisfied customers to offer additional services.
  • Increased revenue by acquiring new customers and determining needs to offer relevant products.
  • Built lasting relationships with clients through customer service interactions.
  • Generate reports on sales, providing relevant information to track sales progress and inform future strategies.
  • Recognised issues and implemented corrective actions for continual improvement.
  • Monitored team development, setting performance objectives and providing constructive feedback for continued growth.
  • Managed, motivated and developed team of 6 to consistently deliver exceptional customer service.
  • Developed and implemented strategic company objectives, measuring progress against KPIs to ensure return on investment.
  • Created and implemented best practice policies and processes to aid operational performance.
  • Prepared and presented reports, strategies and recommendations for consideration by General management.

Customer service Supervisor

Diet Delights / Flavors Café
Doha, Qatar
07.2018 - 08.2020
  • Assisted customers with varying questions using product knowledge and service expertise.
  • Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
  • Handled phone, email and social media enquiries with consistent customer service across multiple channels.
  • Participated in regular training to maintain up-to-date knowledge on company products and policies.
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Managed bookings using Booker software to schedule, cancel and re-arrange Daily appointments.
  • Used clinic software system to generate invoices and process client payments.
  • Called potential customers from marketing lists and referral programs to engage and discuss personal needs.
  • Generated leads to bring in new client revenue and improve bottom-line profitability.
  • Secured new commercial opportunities by strengthening sales pipeline with senior business teams.
  • Increased customer satisfaction from 45 to 65 % within 1 year, providing superior level of customer service by offering applicable product solutions or suitable alternatives.

Receptionist and Cashier

Burj Tajmeel
Salmiya, Kuwait
01.2017 - 01.2018
  • Welcomed patients with kindness to enhance checking in processes.
  • Scheduled patient appointments using company booking system.
  • Managed digital and manual filing systems.
  • Communicated results to patients following instructions from medical professionals.
  • Monitored stock and ordered stationery and medical supplies.
  • Processed billing and payments using medical software.
  • Kept reception and waiting areas neat and clean to make patients feel welcome and comfortable.
  • Answered 100+ telephone calls per day, compiling detailed notes and promptly forwarding as required.
  • Handled various day-to-day admin responsibilities to maintain smooth business operations.
  • Examined equipment and machinery and coordinated with maintenance for repairs and replacements.
  • Provided clerical support to company employees, including copying, faxing and file management.

Call Centre Representative

Transcom Tunisia
Tunis, Tunisia
01.2015 - 01.2016
  • Completed bookings and reservation amendments using hospitality property management software.
  • Employed strong product and systems knowledge to handle booking enquiries.
  • Applied upselling strategies to achieve revenue increase through car hire and tour bookings.
  • Anticipated and promptly responded to guests requests for upgrades and restaurant bookings.
  • Accommodated client requests for customizations or modifications as best as possible.
  • Smoothened customer onboarding experience, providing superior level of customer care.
  • Achieved monthly revenue targets in dynamic and competitive sales environment.
  • Supervised payments via credit and debit cards and handled all sensitive information with professionalism and discreteness.
  • Managed and escalated complaints effectively, resulting in 90% positive customer outcomes.

Legal Administrative Assistant

Romdhani Law Firm
Tunis, Tunisia
01.2011 - 01.2015
  • Used case management system to monitor and maintain case-related information and court deadlines.
  • Answered telephone calls and relayed messages effectively, maintaining strict confidentiality throughout.
  • Revised previously prepared legal documents to reflect changing information or improve compliance with standards.
  • Monitored and performance-managed office support staff.
  • Liaised with court staff to schedule trials, hearings and pretrial witness interviews.
  • Wrote legal contracts for business and personal transactions.
  • Handled comprehensive diary, meeting and travel coordination for partners.
  • Maintained updated case files, practice records and law libraries.
  • Organised meetings for solicitors and clients.
  • Drafted legal correspondence on behalf of partners, using attention to detail and communication skills to produce-error free documents.
  • Organised personal and professional calendars, supplying timely reminders of upcoming meetings and events.
  • Copied, scanned and faxed documents to assigned recipients.
  • Purchased office supplies to maintain consistent inventory.
  • Scanned and uploaded documents into digital filing system.

Education

Certificate of Higher Education - Ms Excel

Excellence Training
Qatar
04.2021

Certificate of Higher Education - Customer Relationship Manager

Excellence Training Canter
Qatar
02.2021

Diploma of Higher Education - Electrical Engineering

National Engineering School
Tunisia
09.2010 - 07.2014

Diploma of Higher Education - Technologies

Abu El Kacem Elchebbi
Tunisia
09.2008 - 07.2009

Skills

  • Customer care
  • Inbound call management
  • Salesforce Advanced
  • Helpdesk software
  • Customer data management
  • Key account management
  • CRM
  • Client onboarding procedures
  • Cross-sell strategies
  • New business development
  • Salesforcecom proficiency

Interests

  • community involvement
  • learning languages
  • photography
  • History
  • Ai intelligence
  • Chatbot

Languages

Arabic
Native
English
Fluent
French
Fluent
Italian
Beginner

Additional Information

  • Playing sports tennis
  • Playing puzzle games.
  • Reading books, articles and publications.
  • Travelling and meeting new people.
  • Designing and painting.
  • Cooking and baking.

Accomplishments

  • Employee of the Year 2020 Award.
  • Received a 90% positive customer survey results.
  • Raised revenue by 20%.

Timeline

Promoted to Customer Relation Manager

Diet Delights Qatar / Flavors Cafe
09.2020 - Current

Customer service Supervisor

Diet Delights / Flavors Café
07.2018 - 08.2020

Receptionist and Cashier

Burj Tajmeel
01.2017 - 01.2018

Call Centre Representative

Transcom Tunisia
01.2015 - 01.2016

Legal Administrative Assistant

Romdhani Law Firm
01.2011 - 01.2015

Diploma of Higher Education - Electrical Engineering

National Engineering School
09.2010 - 07.2014

Diploma of Higher Education - Technologies

Abu El Kacem Elchebbi
09.2008 - 07.2009

Certificate of Higher Education - Ms Excel

Excellence Training

Certificate of Higher Education - Customer Relationship Manager

Excellence Training Canter

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Nadia Boukhatem