JULIET MARION OFUNJA
Doha
Summary
Seeking a senior customer service role where I can utilize my Qatar market expertise and proven revenue generation capabilities to contribute to organizational growth while advancing my career in customer experience management.
Results-driven Customer Experience Champion with 7+ years transforming customer interactions into revenue opportunities across Qatar's premium telecommunications, retail, and hospitality sectors. Proven expertise in customer retention (95%+), revenue generation through strategic upselling, and service excellence in multicultural environments. Specialized in Qatar's dynamic market with deep understanding of local business practices and customer expectations. Core Value Proposition: Delivering exceptional customer experiences that drive brand loyalty, increase customer lifetime value, and contribute directly to bottom-line growth.
Seasoned Customer Experience Specialist with a robust background in customer service and sales roles. Strengths include proficiency in customer relationship management systems, strong problem-solving skills, and the ability to handle high-stress situations. Successfully implemented strategies for improving customer satisfaction rates and enhancing overall customer experience in previous positions.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Customer Experience Specialist & Revenue Generator
Vodafone Qatar
09.2023 - Current
- Revenue Impact: Generated QAR 50,000+ monthly through strategic product recommendations
- Customer Acquisition: Successfully onboarded 200+ premium customers monthly
- Service Excellence: Maintained 98% customer satisfaction rating in competitive telecom market
- Process Innovation: Streamlined SIM activation process, reducing customer wait time by 40%
- Team Leadership: Mentored junior staff, improving departmental efficiency by 25%
Premium Retail Sales Specialist
LandMark Group Centre Point
09.2021 - 11.2022
- Company Overview: Abu Dhabi
- Sales Performance: Exceeded monthly targets by 35% through consultative selling approach
- Customer Loyalty: Built repeat customer base contributing to 20% of personal sales volume
- Visual Merchandising: Enhanced product presentation leading to 15% increase in conversion rates
- Cross-selling Mastery: Achieved highest department cross-selling ratio (45% of transactions)
- Abu Dhabi
International Customer Service Manager
DynCorp International
05.2019 - 08.2021
- Company Overview: Afghanistan
- Cultural Excellence: Served 5,000+ international customers from 30+ nationalities
- Quality Assurance: Implemented service standards resulting in 95% satisfaction scores
- Crisis Management: Led customer service during challenging operational periods
- Training Excellence: Developed customer service protocols adopted company-wide
- Afghanistan
Client Relations Specialist
Mully Children's Family
01.2017 - 01.2019
- Stakeholder Management: Managed relationships with 100+ international donors and partners
- Communication Excellence: Coordinated high-level meetings with government and NGO officials
- Process Optimization: Digitized client communication systems, improving response time by 60%
Education
Kenya Certificate of Secondary Education (KCSE)
St. Michaels Girls High School
01.2001
Skills
- Customer relationship management
- Service quality assurance
- Crisis management
- Process optimization
- Revenue generation
- Consultative selling
- Data analysis
- Market research
- Stakeholder engagement
- Team leadership
- Problem solving
- Effective communication
- Conflict resolution
- Adaptability in sales
- Mentoring junior staff
- Policy improvement
- CRM software
- Client advocacy
- Experience optimization
- Request management
- Trend monitoring
- Software navigation
- Route management
- Recordkeeping strengths
- Direct sales
- Inquiry response
- Problem-solving aptitude
- Customer needs assessments
- Business development
- Process transactions
- Product and service sales
- Negotiation skills
- Professionalism
- Excellent communication
- Retail marketing
- Customer data confidentiality
- Inbound call management
- Raiser's edge
- Transaction processing
- Business ethics
- Professional demeanor
- Multitasking
- Customer retention
- Analytical thinking
- Billing procedures
- Information gathering
- Order documentation
- Written communication
- Account management
- Problem-solving skills
- Complaint investigation
- Persuasion skills
- Staff education and training
- Inbound and outbound calling
- Self motivation
- Team building
- Product recommendations
- Retail store support
- Customer service excellence
- Cultural sensitivity
- Account updating
- Technical proficiency
- Member account management
- Time management
- Service standard compliance
- Adaptability
- Relationship building
- Data entry
- Market awareness
- In-store support
- Office equipment proficiency
- Service upsells
- Receiving support
- Time management abilities
- Analytical skills
- Task prioritization
- Professional phone voice
- Product knowledge
- Report preparation
- Multitasking Capability
Strategic Competencies
Customer Lifetime Value optimization and retention strategies (95%+ retention rate), Consultative selling techniques generating 30%+ revenue increase through upselling, VIP customer relationship management and premium service delivery, Customer journey mapping and experience enhancement initiatives, Complaint resolution with 98% first-call resolution rate, Cross-selling and upselling mastery in telecommunications and retail sectors, Market analysis and customer insights for product positioning, CRM optimization and customer database management, Performance metrics tracking and KPI achievement (consistently exceeding targets by 15-25%), Revenue protection through proactive customer engagement, In-depth knowledge of Qatar's telecommunications landscape (Vodafone, Ooredoo), Cultural sensitivity and multilingual customer service capabilities, Qatar ID processing and government compliance requirements, Local market trends and consumer behavior insights, Expatriate and local community engagement strategies, Advanced CRM systems (Salesforce, Microsoft Dynamics), Omnichannel customer support (digital, voice, in-person), Social media customer engagement and reputation management, Process automation and efficiency improvement initiatives, Data analytics for customer behavior prediction
Certification
- Advanced Customer Service Training, Corporate Staffing Services, 2021
- Customer Experience Management, DynCorp International, 2020
- Hospitality Service Standards, SERV Safe National Restaurant Association, 2020
- Finance for Non-Finance Professionals, Innscor Kenya Limited, 2007
- Computer Systems & Digital Tools, Fourth Dimension Computer College, 2002
- Secondary Education Excellence, St. Michaels Girls High School, 1998-2001
Professional Achievements
- Senior Customer Experience Specialist & Revenue Generator, Vodafone Qatar, 09/01/23, Present, Generated QAR 50,000+ monthly through strategic product recommendations, Successfully onboarded 200+ premium customers monthly, Maintained 98% customer satisfaction rating in competitive telecom market, Streamlined SIM activation process, reducing customer wait time by 40%, Mentored junior staff, improving departmental efficiency by 25%
- Premium Retail Sales Specialist, LandMark Group Centre Point, Abu Dhabi, 09/01/21, 11/30/22, Exceeded monthly targets by 35% through consultative selling approach, Built repeat customer base contributing to 20% of personal sales volume, Enhanced product presentation leading to 15% increase in conversion rates, Achieved highest department cross-selling ratio (45% of transactions)
- International Customer Service Manager, DynCorp International, Afghanistan, 05/01/19, 08/31/21, Served 5,000+ international customers from 30+ nationalities, Implemented service standards resulting in 95% satisfaction scores, Led customer service during challenging operational periods, Developed customer service protocols adopted company-wide
- Client Relations Specialist, Mully Children's Family, 01/01/17, 12/31/19, Managed relationships with 100+ international donors and partners, Coordinated high-level meetings with government and NGO officials, Digitized client communication systems, improving response time by 60%
Executive References
- Mr. Shaker Al-Mahmoud, Senior Operations Manager, Vodafone Qatar, +974 7094 8581, Available upon request, Juliet consistently delivers exceptional results and is among our top customer service performers
- Joan Mattis Curry, Regional Operations Director, DynCorp International, +1 817 567 5008, joanncurry@dyn-intl.com, Outstanding professional with remarkable ability to manage complex customer relationships
- Mr. Sonny Mingo, General Manager, UN Supreme Supermarket, +971 91 585 751, sonpink2007@yahoo.com
Accomplishments
Qatar Market Insider: 2+ years deep market experience in telecommunications sector, Multicultural Expertise: Proven success serving diverse customer bases, Technology Savvy: Quick adoption of new systems and digital platforms, Bilingual Communication: English and Arabic proficiency for broader market reach, 95%+ across all roles, QAR 600,000+ annual contribution through upselling, 40% reduction in service delivery time, 25% improvement in departmental KPIs under leadership
Immediate Value Proposition
Ready to leverage proven track record in Qatar's market to drive customer satisfaction, revenue growth, and operational excellence for your organization. Available for immediate deployment with existing Qatar residency and work authorization.
Languages
- English, Fluent
- Arabic, Conversational
Executive Profile
Results-driven Customer Experience Champion with 7+ years transforming customer interactions into revenue opportunities across Qatar's premium telecommunications, retail, and hospitality sectors. Proven expertise in customer retention (95%+), revenue generation through strategic upselling, and service excellence in multicultural environments. Specialized in Qatar's dynamic market with deep understanding of local business practices and customer expectations., Delivering exceptional customer experiences that drive brand loyalty, increase customer lifetime value, and contribute directly to bottom-line growth.
<Enter your own>
Available: Immediate
Languages
English
Advanced
C1
Swahili
Proficient
C2
Arabic
Upper Intermediate
B2
Timeline
Senior Customer Experience Specialist & Revenue Generator
Vodafone Qatar
09.2023 - Current
Premium Retail Sales Specialist
LandMark Group Centre Point
09.2021 - 11.2022
International Customer Service Manager
DynCorp International
05.2019 - 08.2021
Client Relations Specialist
Mully Children's Family
01.2017 - 01.2019
Kenya Certificate of Secondary Education (KCSE)
St. Michaels Girls High School
Similar Profiles
Marwan KARAMMarwan KARAM
Sales Manager at Vodafone QatarSales Manager at Vodafone Qatar
ANIS MOUELHIANIS MOUELHI
Sales advisor at VODAFONE QATARSales advisor at VODAFONE QATAR
Pam NaidooPam Naidoo
Talent Development Manager at Vodafone QatarTalent Development Manager at Vodafone Qatar
MOSES NJOGUMOSES NJOGU
SECURITY GUARD at ELITE SECURITY SERVICES-Hospitality And EventsSECURITY GUARD at ELITE SECURITY SERVICES-Hospitality And Events
RAFI MOHIUDDINRAFI MOHIUDDIN
Facilities Manager at B Global InternationalFacilities Manager at B Global International