Customer Support Generalist/Customer Relations Feb 2021 - Present IKEA, Montréal/Canada To build and retain a long-lasting relationship with new and existing customers in a multichannel retail environment by: • Answering incoming calls from customers, valuing and fulfilling their needs and expectations, thereby stimulating more and more frequent visits. • Understanding customer motivation and expectations, and playing an active role in turning them into commercial opportunities. • Ensuring a positive shopping experience that creates trust in the IKEA Brand before, during and after their visit. • Implementing these tasks while working in partnership with all business functions to contribute to commercial growth. - Former Acting Head of SMEs Unit, Head of Customer Advocacy Unit, Credit Officers Supervisor & Credit Analyst with over 18 years of experience within the banking sector - Specialized in developing sustainable relationships with clients, customer service and financial analysis - Acclaimed by clients for high level of efficient performance and loyalty of service - Masters in Business Administration from top tier university (LAU-Lebanon) - Multilingual with effective leadership and organizational skills Customer relationship management : Building and maintaining profitable relationships with key customers. Resolving customer complaints quickly and efficiently. Keeping customers updated on the latest products in order to increase sales. Expanding the customer base by up-selling and cross-selling. Understanding key customer individual needs and addressing these. Skills : Communication and problem solving skills – hear customers’ suggestions and complaints and respond accordingly Team collaboration – work with executives, sales-force, and other customer service personnel to maintain a healthy relationship with customers Time management – responding to customers in a timely manner and resolving issues quickly Presentation and negotiation skills – to explain the benefits of the products and services and attract clients. Customer Support Generalist/Customer Relations Feb 2021 - Present IKEA, Montréal/Canada To build and retain a long-lasting relationship with new and existing customers in a multichannel retail environment by: • Answering incoming calls from customers, valuing and fulfilling their needs and expectations, thereby stimulating more and more frequent visits. • Understanding customer motivation and expectations, and playing an active role in turning them into commercial opportunities. • Ensuring a positive shopping experience that creates trust in the IKEA Brand before, during and after their visit. • Implementing these tasks while working in partnership with all business functions to contribute to commercial growth. - Former Acting Head of SMEs Unit, Head of Customer Advocacy Unit, Credit Officers Supervisor & Credit Analyst with over 18 years of experience within the banking sector - Specialized in developing sustainable relationships with clients, customer service and financial analysis - Acclaimed by clients for high level of efficient performance and loyalty of service - Masters in Business Administration from top tier university (LAU-Lebanon) - Multilingual with effective leadership and organizational skills Customer relationship management : Building and maintaining profitable relationships with key customers. Resolving customer complaints quickly and efficiently. Keeping customers updated on the latest products in order to increase sales. Expanding the customer base by up-selling and cross-selling. Understanding key customer individual needs and addressing these. Skills : Communication and problem solving skills – hear customers’ suggestions and complaints and respond accordingly Team collaboration – work with executives, sales-force, and other customer service personnel to maintain a healthy relationship with customers Time management – responding to customers in a timely manner and resolving issues quickly Presentation and negotiation skills – to explain the benefits of the products and services and attract clients.