Aya Al Sibae
Dubai,
Summary
Driven and highly qualified professional specializing in diversity recruiting, operational management and employee engagement. Experienced in managing the company’s Customer Relationship Management (CRM) system and enhancing customer interactions with meticulous attention to detail.
Overview
10
10
years of professional experience
Work History
HR & Office Coordinator
Danone
03.2024 - Current
- Manage the administrative tasks related to new joiners and support their onboarding journey.
- Being the data entry point for all needed actions on Danone's employee online system (SHARE), such as but not limited to new joiner's profile creation, employee data updates, profile termination, etc.
- Liaising with the internal/external relevant stakeholders to support the employees' HR administrative requests.
- Build a strong network within the HR admin community of all distributors and entities to facilitate the people HR related requests & documents preparation (Offer letters, salary changes letters, promotion letters, experience letters, etc).
- Manage the administrative tasks related to departing employees and support their off-boarding process
- Manage the HR purchase orders for the work scope according to the business needs.
- Provide a monthly office attendance report to ensure the employees' adherence to the weekly office attendance as per the Hybrid working policy.
- Book venues for main team/business events.
- Manage and handle business couriers, both incoming and outgoing.
Assistant Shop Manager
Oysho, Azadea Group
03.2023 - 03.2024
- Lead and supervise the team to ensure exceptional customer service, leaving a positive impression on all customers.
- Execute Venchi's visual merchandising standards for consistent and appealing shop decorations.
- Plan, identify, communicate, and delegate responsibilities to team members for the smooth flow of operations.
- Assist the store manager in achieving the store's sales and profitability targets through proactive collaboration.
- Manage various operational aspects, including participating in opening and closing procedures, conducting maintenance checks, and overseeing shifts.
- Analyze hourly/daily/weekly sales performance, monitor selling items, missing sizes/ items and collection rotation in order to identify replenishment needs, place accurate orders, meet stock performance objectives and maximize sales and sellout.
- Detect, anticipate and provide regular feedbacks on customers' needs, markets trends and competitors activities affecting the region/ market.
- Recruit, train, motivate and evaluate team members to ensure that they have the necessary skill base and required image.
- Conduct daily Japanese meetings to keep the staff informed and engaged.
- Prepare staff schedule based on budgeted hours and/ or visitors' traffic, daily sales targets, events, operational needs (including shipments, stock count, sale, etc.).
- Log/update all commercial and operational information as well as various requests on the provided platforms (Helpdesks, Events, Loss Prevention application, etc.) in a timely and accurate manner.
- Manage annual allocated budget by monitoring expenditure up to set limits, optimizing and reducing costs where possible and reporting variances versus budget.
Guest Relations Executive
Hilton Hotel Palm Jumeirah
07.2021 - 03.2023
- Meet and greet guests as they arrive, offer choice of seating, then escort them to their table and present the menu.
- Read, maintain and make daily entries in the logbook to coordinate communication between shifts and manager.
- Assign stations to service staff.
- Conduct daily "roll call meetings" to keep staff informed of current promotions, daily events and pertinent memos.
- Receive, record and make necessary arrangements for reservation for special functions in the restaurant.
- Perform opening and closing duties. Assist others with side work to include cleaning, stocking and folding napkins.
- To check the number of reservations taken for any given meal period and to ensure that they are allocated so as fully utilize the dining room capacity.
- Know how to use the Micros cash system. Draw up invoices at the end of the working day. Correct booking and cashing up if necessary for all services provided. Booking of all transactions.
Senior & E-Commerce Customer Service Agent
ABC SAL
06.2019 - 07.2021
- Respond to customers' Inquiries via Email, chat or phone.
- Provide accurate and timely information on products, order status, shipping details and Returns/exchanges.
- Create and maintain customer support documentation and resources.
- Identify and recommend process improvements to enhance the overall customer support experience.
- Assist in training and onboarding new customer support team members.
- Monitor customer satisfaction and feedback to identify areas for improvement.
- Handle customer complaints and resolve issues promptly and effectively.
- Analyzes, recommends, and suggests alternative solutions to meet customer needs and/or account specific needs. Builds credibility and trust with customers by providing value added services such as recommendations for product applications, promotional opportunities, order enhancement, related sales, etc.
- Plan Team's Schedule and create a structured and efficient plan for allocating tasks, shifts, and responsibilities among team members.
Customer Service Agent
ABC SAL
07.2016 - 06.2019
- Manage and prioritize incoming customer support requests via email, phone, and chat.
- Provide timely and accurate responses to customer inquiries and issues.
- Collaborate with cross-functional teams to resolve customer issues and escalations.
- Process orders, returns, and exchanges in a timely manner.
- Maintain accurate customer records and update information in the database.
- Collaborate with other team members to ensure customer satisfaction and retention.
- Actively participates in relevant corporate programs/initiatives, complies with professional and quality standards, complies with corporate policies and procedures, and acts in a manner consistent with company values and ethical standards.
Receptionist & Sales Associate
ARCOM
06.2014 - 06.2016
- Welcome and greet visitors.
- Handle phone calls and engage with potential clients.
- Coordinate meetings and appointments.
- Manage office facilities, cleanliness, and oversee supply inventory.
- Administer access cards, parking, and provide support for administrative tasks including ad hoc requests.
- Arrange and replenish on a continuous basis the shop shelves and ensure that the shop floor and shelves are kept clean and tidy at all times in alignment with the brand's image and coordination standards.
- Provide exceptional customer service by performing up-selling, cross-selling, suggesting alternatives and following up on customers.
- Inform Department Manager of unavailable and nonperforming products.
- Up-sell and cross-sell products and services in order to reach hourly and daily sales targets.
Education
BBA - Business Management
(AUL) Arts, Sciences, And Technology University In
Lebanon07.2018
Skills
- Inventory Auditing
- Office Administration
- Strategic Planning
- Client Relationship Management
- Cost Control
- Staff hiring
- Team Supervision
- Scheduling and calendar management
- Training and coaching
- Payroll and budgeting
Languages
Arabic
Native language
English
Proficient
C2
French
Proficient
C2
Timeline
HR & Office Coordinator
Danone
03.2024 - Current
Assistant Shop Manager
Oysho, Azadea Group
03.2023 - 03.2024
Guest Relations Executive
Hilton Hotel Palm Jumeirah
07.2021 - 03.2023
Senior & E-Commerce Customer Service Agent
ABC SAL
06.2019 - 07.2021
Customer Service Agent
ABC SAL
07.2016 - 06.2019
Receptionist & Sales Associate
ARCOM
06.2014 - 06.2016
BBA - Business Management
(AUL) Arts, Sciences, And Technology University In
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