ZAKARYA GARBAYA
Gafsa
Summary
ZAKRYA is clearly one of the stand-out advisor and potential manager, excels in motivating associates, surpassed sales targets for our store and from day one provided best service to the customers. - AHMEDABDELHALIM, Store Manager, Vodafone Qatar, (2015-2016 Performance Review)
Overview
16
16
years of professional experience
Work History
Relationship Officer
QATAR ISLAMIC BANK
01.2021 - Current
- Evaluating and interpreting clients' financial condition and characteristics as to ensure borrower's repayment capacity
- As Customer Relationship Officer, responsible for new clients and assisting them in the application process
- Collecting and reporting clients' details information
- Verifying and analyzing documents provided by clients
- Site-visiting properties (Collaterals) and business places of the clients
- Monitoring and following up the whole loan process to ensure client satisfaction and prompt repayment
- Maintaining good relations with clients
- Ensuring policy and guideline compliance.
Team leader Customer Service
VODAFONE QATAR
01.2017 - 01.2021
- Continued work as a Team leader Customer Service at Vodafone Qatar
- (No additional details provided in the resume)
Senior Customer Service Advisor
VODAFONE QATAR
01.2016 - 01.2017
- Continued work as a Senior Customer Service Advisor at Vodafone Qatar
- (No additional details provided in the resume)
Customer Service Advisor
VODAFONE QATAR
01.2015 - 01.2016
- Started up at a strategically located store in the heart of Qatar by developing new ideas for sales
- Enforced sound customer service enhanced strategies
- Driven optimal customer satisfaction, associate productivity, and exceeded revenue results
- Led startup and grand opening of new post-paid consumer plan
- Exceeded sales and gross ads profit goals monthly
- Elevated store to #1 in sales out of 24 locations in the region, setting new records
- Tied for first place among 24 stores for the best customer service advisor score in 2015 and earned #1 ranking in this category
- Launched successful soft skills customer service development training
- Specifically known in dealing with High-value Qatari and Arab nationals
- Excelled in building and motivating a team
- Developed many entry-level associates to advanced positions and quickly became one of the primary trainers in the store
- Recognized for a key role in elevating the store's customer satisfaction index
- Developed new ideas for corporate customer sales
- Assisted enterprise customers on the store level by participating with the 'business in retail team.' Adhering to retail guidelines, international standards, and internal policies
- Interpreted consumer behavior to enhance retail psychology development
- Made the most of multiple sales channels for the growth of constant results
- Embraced new trends to manage the brand.
Customer Service Executive
Commercial Bank of Tunisia
01.2010 - 01.2014
- Established customer service executive across the territory of Tunis
- Welcomed VIP customers and assisted them with queries
- Corrected issues such as internal theft, lagging customer service, and poor morale, thus building work spirit and profound ethics
- Organized meetings with clients and distributors in the region to discuss customer enhancement and service strategies such as cold calling
- Built relations with key account holders by executing sales and account receivables based on market demand
- Attracted potential customers by answering product and service questions; suggesting information about other products and services
- Served as the point of contact for all customers.
Senior Customer Support
STREAM GLOBAL SERVICE
01.2008 - 01.2010
- Assisted team in service handling requests
- Escalated critical issues and complaints to the overseas department
- Provided prompt solutions to customers
- Briefed daily broadcasts and updates to the team
- Managed the schedule for the team
- Motivated the team to increase customer satisfaction index
- Developed employee customer service skills over handling calls.
Education
Master of French Language, Literature and Civilization -
UNIVERSITY OF GAFSA
Bachelor in French Language, Literature and Civilization -
UNIVESITY OF SOUSSE
Skills
- Retail Store Operations
- Resilience
- Attention to details
- Aggressive Negotiator
- Customer Service Excellence
- Teambuilding/Training/Supervision
- Inventory Management
- Communication Skills
Proficiencies
MS Office (Word, Excel, PowerPoint); POS & Inventory Systems; ORACLE application, Fluent in Arabic, French and English
Personal Information
Title: OPTIMISTIC CUSTOMER SERVICE SPECIALIST
Awards
- Service Excellence Award (#1 customer satisfaction index), Vodafone Qatar, 2016
- Highest Business Sales, Vodafone Qatar, 2016
Languages
Arabic, English, French
Native language
Timeline
Relationship Officer
QATAR ISLAMIC BANK
01.2021 - Current
Team leader Customer Service
VODAFONE QATAR
01.2017 - 01.2021
Senior Customer Service Advisor
VODAFONE QATAR
01.2016 - 01.2017
Customer Service Advisor
VODAFONE QATAR
01.2015 - 01.2016
Customer Service Executive
Commercial Bank of Tunisia
01.2010 - 01.2014
Senior Customer Support
STREAM GLOBAL SERVICE
01.2008 - 01.2010
Master of French Language, Literature and Civilization -
UNIVERSITY OF GAFSA
Bachelor in French Language, Literature and Civilization -
UNIVESITY OF SOUSSE
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