HAREEM SHAHBAZ
@hareemshahbaz
Customer support professional with 8+ years delivering high-volume, SLA-driven service.
United Arab EmiratesWhat I'm looking for
I am a customer service and support professional with over eight years' experience across aviation, insurance, engineering, and corporate services, delivering high-quality service in SLA-driven, high-volume environments.
I have managed large daily enquiry volumes across email, ticketing and phone channels, maintained 95–99% accuracy in CRM systems (Oracle, Sales Logix, DBS), and resolved complex cases with confidentiality and GDPR awareness while collaborating closely with cross-functional stakeholders.
I am actively seeking Europe-based customer service or support roles offering visa sponsorship and relocation, bringing proven expertise in inbound/outbound support, case management, KPI adherence, and remote customer operations.
Experience
Work history, roles, and key accomplishments
EGCustomer Support Executive
Emirates Group
Jan 2022 - Nov 2024 (2 years 10 months)
Managed 80–120+ daily employee enquiries for visa and ID services, maintained 99% CRM data accuracy and met SLAs while resolving complex service requests with confidentiality and stakeholder collaboration.
EAAirport Services Agent
Emirates Airlines
Nov 2017 - Sep 2020 (2 years 10 months)
Delivered frontline service to 300–600 passengers per shift handling check-in, boarding, special assistance and disrupted operations while meeting service quality standards under high pressure.
Customer Service Representative
Al Bahar Caterpillar
Apr 2015 - Mar 2017 (1 year 11 months)
Handled 80–100+ daily customer email enquiries for machinery and spare parts, verified orders in CRM and produced reports and surveys to support regional stakeholder decisions.
Call Centre Agent
Oman Insurance Company
Apr 2014 - Mar 2015 (11 months)
Managed 100+ inbound/outbound calls daily for insurance enquiries, renewals and payments, maintained accurate customer records in Oracle CRM and supported bancassurance operations meeting quality benchmarks.
Education
Degrees, certifications, and relevant coursework
Unknown (degree awarded)
Bachelor of Business Administration, Business Administration
Bachelor of Business Administration completed in 2013.
Blue Ocean Academy
Diploma, Passenger Service
Completed a Diploma in Passenger Service in 2011.
Al Sadiq Islamic English School
O'Levels, Secondary Education
Completed O'Levels in 2010.
Tech stack
Software and tools used professionally
Availability
Location
United Arab EmiratesAuthorized to work in
Job categories
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