1. Adiba Sherafgan
Home: (971) 674-98645 | Cell: 555-726-858
adibafgan@gmail.com
PROFESSIONAL SUMMARY
Customerservice-oriented,Managerwith overadecade of experience inCustomerService industry.
Duringmy tenure Ihave beenexposedtovariousfacetsof the service industry.Highlyorganizedand
skilledatmakingclients'experience stress-free andenjoyable.Keyskillsinclude timemanagement,
customerservice,writtenandverbal communication. Workingtodeliverahighperformance culture
throughprojectssuchas bettermanpowerutilization,remunerationplansthatdrive performance,new
approachesto talentmanagement,developingtalentpipelines,enhancingleadershipbench-strength
and focusedperformance management.
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CORE QUALIFICATIONS
• CustomerService programme and
policies
• RelationshipManagement
• ProjectManagement
• Call Centre Management
• Team buildingandTeamplayer
• ProcessReviewandImprovement
• Logistical Planning&coordinationwith
suppliers
• Familiarwithreservationprocedure&
and deadline management
• Proficientinperformance evaluation
and personnel supervision
• Plans,administersandreviews
• customerservices
• DesigningTravel itineraries
• Negotiatingwithsupplier
• After-salesservices
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WORK EXPERIENCE:
CustomerService Manager 01/03/2013 -9/06/2016
E-Tran International –Direct Sales & Marketing Company Dubai, UAE
AuthorisedChannel Partner of Du, Tele services,UAE.
E-tran International ispartof the PioneerHouse Group,andservicesMarketsinthe G.C.C.
E-Tran providescustom-madecampaignsandstrategiesforcompanieskeepinginmindboththe short-
termand long-termgoalsthatour clients needtoachieve.Ourclientsrange fromlarge Restaurant&
Hospitality CompaniestoTelco’ssuchasDU & Vodafone inQatar.
ROLE I wassuccessfullymanagingactivitiesrelatedtoInboundCalls,WebChat,Email,Digital-Channels
and OutboundTelesalesOperations.We are authorisedChannel Partnerof Du,Tele services,UAE.
• I was Responsible forCompletereview anddevelopmentof programandpoliciesof customer
service inline withheightenedandefficientpre-salesandpostsalescustomersatisfaction. The
gamut of workincludesrunningcustomerservice andall customercontactpointsefficiently
gearedtowardsexternal andinternal customers.
• Managing teamshandlingcustomerqueriesreceivedthroughcalls,emailsandchats.Ensuring
all queriesand requestsare respondedwithinthe definedservicestandards.

2. • Leadingprojectsrelatedtoprocessimprovement,new productintegrationsand quality
compliance.
• Developmentandmaintenance of qualitymanagementsystemforcontactcentre operationsto
ensure smoothdeliveryof servicestocustomerscontactingDUfor theirenquiriesandrequests.
• Trackingand publishingof reportsrelatedtoservice,qualitymetricsfortimelyreview and
action.Conductingrootcause analysis,marketresearchandanalyticstohighlightgapsand
opportunitiesforenhancingbusinessperformance.
• Define andimplementprocessesforactivitiesperformed.Integration,implementationand
communicationof newproductsandsystemsintroducedby DU.Regularreview and
improvementof processesusingmethodologiesforcontinuousimprovementof service,quality,
customerexperience/effortsandefficiency.
• Conductinginternal reviewsandrandomauditstoensure compliance toall regulatoryand
qualitymanagementsystem requirements.
• Auditingandmonitoringof calls,emailsandchatsbasedondefinedservice qualitystandards
and criteriarelatedtocompliance,first-contact-resolutionandcustomerexperience.Ensuring
effectivefeedbackandcoachingtoenhance accuracy andcustomerexperience.
• Formalisingplansandactionstodrive customersatisfactionaftersalesanddeveloptoolsforthe
communicationposttransaction.
• In close coordinationwithHumanResourcesManager,developedandimplementedtrainingsto
improve staff motivationanddevisedcareergraph.
• Workingwithteamto have feedbackanditsreview process.Alsoprovidingimportantguidance
to HR for the recruitment.
• Learningfromotherdepartmentsandworkingtogethertodeveloptoolsforever evolving
customerexpectation.
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Assistant CustomerService Manager 24/07/2011 - 28/02/2013
E-Tran International –Direct Sales& Marketing Company Dubai, UAE
Role involvedinassistingreviewof Customerservice policies,itsbenchmarkingandimplementation.
The role demandedassessmentanddevelopmentof new programme andpolicieswhichshouldresultin
greatercustomersatisfactionandincreasedbusiness.IdentifiedProcessimprovementopportunities
fromcustomerperspective andimplementedchangesresultinginsignificantincrease team
performance.
• CustomerAssistance:responsible tomanage andStreamline togreet,assistdirectvisitorsand
respondtopublicinquiries.Receive,direct,relaytelephone message inacordial and
professionalmanner.
• Performance Analysis:Devise andimplementedrulestoensure follow upcalls,aftersales
servicesandqueries fulfillment.Ensure thatthe frontdeskreceptionisalwaysattended&make
a good firstimpressiontocustomer.
• Interdepartmentcoordination:Coordinationwithvariousinterdependentdepartmentof the
organizationforsmoothandpromptcustomerservice.
• Metrics andKPI:Instrumental indevelopingunifiedbodyof KPIforcustomerservice’sbest
practicesto make bestservicesare rendered.Implementedincentivesschemesforbest
performingcustomerservice agents.
• BusinessContinuation: Deliveringinitiativesandfeedbackstothe line managerandhelpingin
investigationof customercomplaintsif any.Helpingmanagementwithperformance appraisal,

3. recruitment,andcareerprogressionplanforthe staffs.Makingsure toshare customerfeedback
withthe management.
• PostSalesFollowup:Develop KPItomeasure post –salescustomersatisfactionthrough
customerservice planning.
• Training:playedimportantrole inidentifyinganddevelopingtrainingrequirementof customer
service staffsforbetterstaff motivationandon-jobsatisfaction.
• Feedback andreview:activelyengagedimmediate teammembersandlargerorganizations’
staffsto receive andgive openfeedbackfortrainingandimprovement.Alsoinvolvedrelevant
HR for future recruitment.
• Workingtogether:liaisingwithotherdepartmentsof organizationindevelopingresponse to
everincreasingcustomerdemandandsatisfactionlevel.
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CustomerService Manager 01/10/2008-29/06/2011
Compass Travels Delhi,India
As a CustomerService ManagerIhave acquiredexpertise toquicklygraspclient’srequirement.
Consistentrecordof strongbusinessrelationshipwithprospectiveclients,utilizationof comprehensive
communicationskillstoquicklymapoutclientneedsandrecommendappropriatesolution. Istartedas
an executiveandoverthe yearsreachedthe positionof Manager.
My Role:
• To accomplishcustomerservice objectivesbyimplementingcompletestrategy,reviewingpolicy,
and preparingcomplete actionplan,identifyingcustomerservice trends.
• Workedto deliverahighperformance culture throughprojectssuchasbettermanpower
utilizationOfferedcredibleadvice,professional service andpersonal planningtocreate a perfect
travel experience foraqualityconscious Traveler.
• Carryingout necessarypolicyandprogramme toimprove after-salescustomersatisfaction,
determiningsystemimprovementsbymaintainingcontactwithcustomers.
• Maintainingregularcontactwithservice providers,agentsandsupplierstoincrease overall
productivityacrossthe organizationwiththe overall goal of increasingcustomersatisfaction
• Conductingandcoordinatingin-house trainingprogramsforemployees,dependingupontheir
needfordevelopment.
• LiaisingwithHR departmentforinterviewingandhiringdecisions.
• Offeringcomplete travel solutionswithexpertiseof inbound&outboundtravel.
• Dealingwiththe offline &online suppliersandnegotiatingthe pricesforthe variousservices
involvedinthe Holidaypackage.
• Planand sell transportations,accommodations,insurance andothertravel services.
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Team leader,CustomerService 06/09/2006-30/09/2008
Compass Travels Delhi,India
Headingthe teamof customerservicesexecutivesandensuringthe motivationof the teamandthe
developmentof teammembersprovidingcustomerservices. Review customerservices,andmaintain
soundcustomerrelations
• Planand sell transportations,accommodations,insurance andothertravel services.
• Providingdirectionandfeedbacktoteammembersandalsomanaging,motivatingand
developingthem.
• Liaisingwithotherorganisational unitsandcustomerstoidentifyandrespondtocustomer
Expectation.

4. • To followup withcustomerstoknow abouttheirfeedback andtoplanand implement after-
salesservices accordingly.
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CustomerService Executive 06/09/2004 -05/09/2006
NewsTravelogue Delhi,India
• My responsibilitywastocoordinate &assistinInternational hotel chainmarketinginIndia.
• Trainingthe travel agentsaboutthe productswe were representing.
• Assistinginorganisingroadshowsandothertravel representativesmeetings.
• Promotinginternal &external traininganddevelopmentandevaluatingthese promotional
activities.
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COMPUTER SKILLS: ProficientinMicrosoftOffice,Windows8,InternetandMicrosoft.
LANGUAGEKNOWN:English,Hindi,Urdu
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EDUCATION:
Master of Tourism Administration 2004
AligarhMuslimUniversity Aligarh,India
Bachelor of Science Hons. [Mathematics] 2001
AligarhMuslimUniversity Aligarh,India
SeniorSecondary [Physics,Maths, Chemistry& Biology] 1998
JamiaMilliaIslamiaUniversity Delhi,India
Higher Secondary 1996
JamiaMilliaIslamiaUniversity Delhi,India
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PERSONAL DETAILS:
NAME AdibaSherafgan
HUSBAND NAME Sherafgan
FATHER NAME Late Mr MaqsoodAhmed
DATE OF BIRTH 22 March 1980
MARITAL STATUS Married
GENDER Female
NATIONALITY Indian
Contact Nos: +971-555726858/ +971-558210660
E-mail: adibafgan@gmail.com
Visa: ResidentUAEVisaSponsoredbyHusband
PLACE: Dubai,UAE
I certifythatthe informationgivenabove iscorrect.