Senior Customer Service Representative
HERTZ RENT A CAR
Total years of experience :17 years, 8 Months
Senior Customer Service Representative - SCSR
Hertz Rent A Car | Dubai UAE | 2007 - present
• Handling wide range face-to-face customer service duties and undertaking staff training for the UAE franchise of the world’s largest car rental company. We operate a fleet of more than 8, 500 vehicles from 19 locations across the Emirates.
• Initially positioned at Hertz UAE’s Dubai HQ, also assisting set up and operate of new Hertz outlets at Dubai International Airport Terminal 3 the hub for all Emirates flights and at Dubai Media City.
• Developed a detailed knowledge and understanding of the car rental business, gaining advanced customer service and staff training skills, making an outstanding individual contribution to the success of the company during a nationwide expansion.
• Training new staff on Hertz procedures and systems, handling reservations and providing information on additional rental and leasing services.
• Opening and closing of customer contracts & negotiating contract extensions.
• Resolving customer disputes.
• Processing vehicles for maintenance and organizing replacement vehicles. Auditing Salik charges and traffic fines.
• Managing staff rosters, closing of shifts and balancing rental and lease takings each day.
• Recovering outstanding rental charges Organizing staff meetings.
• Market research on competitor.
Gulf News HQ, Dubai, U.A.E.
Outbound Call Centre Agent
• Duties included ongoing communication with readers to secure and renew subscriptions to the Gulf’s leading English language daily newspaper, introduce promotions and incentives and update and expand the publication’s subscriber data base.
• Promoted to supervise the handling of customer complaints and deliver responses to other customer service issues, and co-ordinate arrangements for on-time delivery.
Press Office Assistant
• Worked as a member of the Press Office team for this international motor sport event under the direction of the Chief Press Officer, which is part of the FIA Cross Country Rally World Cup and the FIM Cross Country Rallies World Championship and is an effective vehicle used to promote the UAE as a travel destination.
• During the event the Press Office team provided a full information service to the international print and broadcast media to assist their coverage, and also supported a team from Pro-Active Television, appointed by the organizers to co-ordinate worldwide TV coverage of the event.
Main Responsibilities - Press Office Assistant:
• Media liaison & accreditation
• Liaison with organizers
• Press conference organization
• Media information gathering and supply
Office Administrator / Receptionist
• Undertook a range of office administrative duties at the headquarters of one of Dubai’s leading taxi companies. Assisted with the coordinated distribution of vehicles and handled internal communications related to company services.
NATIONAL DIPLOMA IN TRAVEL AND TOURISM
GCSE passes achieved in: Art Mathematics English History ICT Plus: received double science award for chemistry, physics and biology