Shadi Daraldik

Customer Support Agent at Booking.com

As a Customer Support Agent at Booking.com, I am at the forefront of ensuring our customers have a seamless and enjoyable booking experience. My role is pivotal in resolving issues, adopting innovative solutions, and enhancing customer satisfaction.

Key Responsibilities:

• Customer-Centric Booking Support: Assist customers with managing their reservations, including modifications, cancellations, and inquiries about dates, rates, or availability. My goal is to provide clear, accurate, and timely information to ensure a smooth booking process.
• Proactive Problem Resolution: Address and resolve issues related to accommodations, such as discrepancies between what was booked and what was offered, or problems with payments and refunds. Developed my problem-solving skills to find effective solutions and ensure customer satisfaction.
• Innovative Solution Adoption: I embraced and implemented new tools and technologies to improve the customer support process.
• Payout Management and Escalations: I handle tasks related to payment management, including managing payouts and resolving complex or critical issues that require higher-level intervention. Ensure that all escalations are addressed promptly and effectively.

As an Executive Sales Specialist, my primary goal is to drive sales by capturing and attracting customers, effectively explaining product functions, and ensuring a smooth purchase process.

Key Responsibilities:

Customer Acquisition and Engagement:
Identify potential customers through various channels, including online platforms, networking events, and referrals.
Develop and implement strategies to attract and engage new customers, ensuring a steady pipeline of prospects.
Build and maintain strong relationships with customers, understanding their needs and preferences to tailor your approach.
Product Presentation and Demonstration:
Provide detailed explanations of product features, benefits, and functionalities to potential customers.
Conduct product demonstrations, both in-person and virtually, to showcase how the product meets customer needs.
Address customer questions and concerns with clear, concise, and accurate information.
Sales Process Management:
Guide customers through the entire sales process, from initial contact to final purchase.
Negotiate terms and conditions of sales agreements to ensure mutual satisfaction.
Ensure all sales transactions are completed accurately and efficiently, maintaining high standards of customer service.
Market and Customer Insights:
Stay informed about market trends, competitor products, and industry developments to provide valuable insights to customers.
Gather and analyze customer feedback to identify opportunities for product improvements and new sales strategies.
Collaborate with marketing and product development teams to align sales efforts with overall business goals.
Performance Tracking and Reporting:
Monitor and report on sales performance, including key metrics such as conversion rates, sales volume, and customer satisfaction.
Use data-driven insights to refine sales strategies and improve overall performance.
Participate in regular sales meetings and training sessions to stay updated on best practices and new techniques.

I was responsible for delivering high-quality language instruction to students of various ages and proficiency levels. My role involved: creating engaging lesson plans, assessing student progress, and fostering a positive learning environment. I helped students achieve their language learning goals and develop a deep appreciation for the Arabic language and culture.

I efficiently managed a variety of administrative tasks to support the smooth operation of the office. My role involved handling communications, financial documentation, and logistical coordination to ensure that all administrative functions were performed effectively and efficiently.

Key Responsibilities:

• Daily Administrative Tasks: Manage incoming calls, direct them to the appropriate personnel, and handle inquiries professionally.
  Responding to Emails: Monitor and respond to emails promptly, ensuring clear and effective communication.
  Maintaining Schedules: Organize and maintain schedules for executives and team members, including arranging meetings and appointments.
  
• Financial Document Preparation: Assist in the preparation and processing of invoices, purchase orders, and other financial documents, ensuring accuracy and compliance with company policies.
  Record Keeping: Maintain accurate records of financial transactions and support the finance team with documentation and reporting.
  
• Meeting and Event Coordination: Schedule and coordinate meetings, including preparing agendas, booking meeting rooms, and arranging necessary equipment.
  Event Logistics: Provide logistical support for events, such as conferences, workshops, and company gatherings, including coordinating travel arrangements and accommodations.
  
• Office Management: Monitor and manage office supplies inventory, placing orders as needed to ensure the office is well-stocked.
  Facility Coordination: Liaise with facility management to address any maintenance or repair issues promptly.
  
• Support Functions: Prepare and edit documents, reports, and presentations as required.
  Data Entry: Perform data entry tasks to maintain accurate and up-to-date records in company databases.
  General Support: Provide general administrative support to various departments as needed, ensuring smooth and efficient office operations.