Latifa Sadiq Alfalasi

Assistant Manager

Dubai, UAE

Profile summary

Accomplished customer service professional with over 13 years of experience in customer relations and operations management at Emirates Central Cooling Systems Corporation (Empower). Progressed from Customer Relations Executive to Assistant Manager, gaining deep expertise in branch operations, team leadership, client engagement, and performance improvement. Known for building high-performing teams, delivering customer-centric solutions, and enhancing service standards across multiple branches. Seeking to leverage my leadership, analytical skills, and passion for service excellence in a Customer Service Manager role to drive impactful customer experiences and organizational growth.

Key skills

Skills
Strong analytical and planning capabilitiesExcellent judgment and decision-makingHigh attention to detail and accuracyProficient in Microsoft Office Suite: Word, Excel, PowerPoint, Outlook, and PublisherSkilled in writing and sending professional business emailsCapable of conducting research using electronic databases, surveys, printed materials, and academic resourcesStrong interpersonal and teamwork skillsExcellent written and verbal communicationCommitted to continuous learning and personal developmentAble to manage workload effectively and perform under pressureProject ManagementData Analysis & Visualization (e.g., Tableau, Power BI)CRM Software Proficiency (e.g., Salesforce, HubSpot)Business Process ImprovementLeadership & Mentoring

Professional experience

Assistant ManagerMay 2022 - Present
Emirates Central Cooling Systems Corporation (Empower)

- Oversee day-to-day operations and staff management across multiple branches, ensuring efficiency, compliance, and service excellence. - Deliver onboarding and continuous training programs for new employees to enhance team productivity and alignment with company standards. - Lead and supervise a dynamic team in delivering high-quality services and acquiring new customer accounts on a daily basis. - Foster a performance-driven culture through strong leadership, clear communication, and motivation to achieve branch targets. - Build and maintain strong relationships with clients, partners, and internal stakeholders to drive business growth. - Identify and develop talent through coaching and mentoring, resulting in improved individual and team performance. - Maintain a strong customer service orientation, ensuring client satisfaction through prompt issue resolution and personalized service. - Demonstrate high achievement motivation by consistently exceeding operational KPIs and contributing to organizational goals. - Promote innovation by identifying process improvements and supporting the implementation of new ideas to enhance operations. - Apply advanced analytical and negotiation skills to support decision-making and secure favorable outcomes in business dealings.

  • Oversee day
  • day operations and staff management across multiple branches, ensuring efficiency, compliance, and service excellence.
  • Deliver onboarding and continuous training programs for new employees to enhance team productivity and alignment with company standards.
  • Lead and supervise a dynamic team in delivering high
  • quality services and acquiring new customer accounts on a daily basis.
Senior Customer Service ExecutiveDec 2017 - Nov 2020
Emirates Central Cooling Systems Corporation (Empower)

- Supervised customer service teams to ensure compliance with service protocols and customer care standards. - Handled escalated client issues with efficiency and empathy, ensuring high-resolution rates and client retention. - Built strong client relationships, resulting in improved customer loyalty and satisfaction metrics. - Contributed to the development of performance reports and provided insights to enhance service

  • Supervised customer service teams to ensure compliance with service protocols and customer care standards.
  • Handled escalated client issues with efficiency and empathy, ensuring high
  • resolution rates and client retention.
  • Built strong client relationships, resulting in improved customer loyalty and satisfaction metrics.
  • Contributed to the development of performance reports and provided insights to enhance service
Customer Relation ExecutiveMay 2013 - Nov 2017
Emirates Central Cooling Systems Corporation (Empower)

- Delivered front-line support to clients, addressing inquiries, opening new accounts, and resolving service requests. - Ensured daily achievement of service targets while maintaining high standards of professionalism. - Suggested innovative solutions to improve customer engagement and streamline operations. - Maintained consistent communication with clients, enhancing the overall service experience.

  • Delivered front
  • line support to clients, addressing inquiries, opening new accounts, and resolving service requests.
  • Ensured daily achievement of service targets while maintaining high standards of professionalism.
  • Suggested innovative solutions to improve customer engagement and streamline operations.
  • Maintained consistent communication with clients, enhancing the overall service experience.

Education

Bachelor's Degree, Business Administration – Quality and Strategic ManagementDec 2016 - Dec 2016
Higher Colleges of Technology