Hadeel Dimes
Amman
Summary
Dynamic customer service professional with extensive experience at Aramex, excelling in client relationship management and data analysis. Proven track record of enhancing customer satisfaction through innovative problem-solving and effective communication. Proficient in Microsoft Excel, I thrive in team environments and consistently drive results while meeting organizational goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Success Executive
Aramex
Amman
11.2020 - 03.2025
- Assist customers with the status of their shipments.
- Manage the end-to-end shipment life cycle, liaising with all internal and external stakeholders.
- Takes and handles customer inquiries, e.g.
- Track and Trace.
- Take and register all customer complaints.
- Drives the solution of customer complaints by solving them directly or assigning tasks to other functions.
- Monitored progress by establishing plans, budgets, and measuring results.
- Coordinated cross-functional teams to deliver high-quality results within tight timelines.
- Implemented successful business strategies to increase revenue and target new markets.
- Created reports summarizing progress against organizational goals and objectives.
- Conducted market research and analysis to identify potential business opportunities.
- Led initiatives to improve customer service levels throughout the organization.
- Formed and sustained strategic relationships with clients.
- Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
- Exceeded customer satisfaction by finding creative solutions to problems.
Customer Service Respective B2C (UAE)
Aramex
11.2019 - 10.2020
- Proactively informs the customer about shipment status, and exceptions, and provides intermediate updates on an incident solution.
- Assist customers with the status of their shipment, outstanding shipments, or tracking.
- Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Identified theneeds of customers promptly and efficiently.
Invoicing Officer
Aramex
07.2019 - 09.2019
- Issue debit and credit items to resolve various errors.
- Prepare vouchers, receipts, and checks by entering details into a company's financial system.
- Update contracts and add new customer accounts.
- Responsible for maintaining current records of collected payments, sent invoices, and updated customer information.
Customer Service Respective (UFC Arabia AUH Media)
Aramex
03.2019 - 06.2019
- Analyze and solve customer problems for the digital platform provided to users and subscribers.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Completed day-to-day duties accurately and efficiently.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Customer Service Representative B2C (KSA Shop and Ship)
Aramex
Amman
12.2018 - 02.2019
- Acts as a first contact point for customer claims supports the customer in the notification and reception of claims, provides claims documents, collects required documents from the claimant, and hands them over to specialized claims handlers when the documents are complete.
- Ensure seamless transaction liaising with Pricing and Billing.
- Take and register all customer complaints
- Assigning tasks to other functions.
- Handling inquiries and providing customer service support.
- Supported sales team members to drive growth and development.
Contact Center Executive
Aramex
Amman
03.2016 - 11.2018
- Answered incoming calls, handled inquiries, and provided customer service support.
- Analyze and solve customer problems, and relate to customers from a variety of cultural backgrounds.
- Recruited and trained new employees to meet job requirements.
Telemarketing
PC Academy
Amman
10.2015 - 01.2016
- Handled team members, and assisted them in accomplishing assigned goals.
- Undertook the responsibility of performing basic clerical duties, including answering phones, maintaining records, and filing office documents.
- Assumed duties of administrative staff as needed; responded to client calls, and provided excellent client service.
- Accurately recorded and maintained scheduling data in the system while performing other assigned duties.
- Ensured compliance with all applicable laws, regulations and company policies related to telemarketing operations.
- Ensured compliance with all applicable regulations related to telemarketing.
Education
Bachelor's Degree - Finance
Jordan University
Amman, Jordan01.2014
Skills
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
- Microsoft Project
- Minitab Tool
- Hardworking
- Team Player
- Public speaking
- Excellent verbal and written communication skills
- Customer service
- Data analysis
- Client relationship management
Training
- Tacking CMA course, Sarah al Jaman academy
- Injaz in: How to manage my money, successful skills, and Round in market
References
Available on request
Certification
- CMA
- Injaz in: How to manage my money, successful skills, and Round in market
Languages
English
First Language
Timeline
Customer Success Executive
Aramex
11.2020 - 03.2025
Customer Service Respective B2C (UAE)
Aramex
11.2019 - 10.2020
Invoicing Officer
Aramex
07.2019 - 09.2019
Customer Service Respective (UFC Arabia AUH Media)
Aramex
03.2019 - 06.2019
Customer Service Representative B2C (KSA Shop and Ship)
Aramex
12.2018 - 02.2019
Contact Center Executive
Aramex
03.2016 - 11.2018
Telemarketing
PC Academy
10.2015 - 01.2016
Bachelor's Degree - Finance
Jordan University
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