Lena Al Julailati
Senior Customer Service Representative
Neer
Summary
Skilled in managing labor, quality assurance, leadership, and administrative tasks.
Successfully led large distribution centers, ensuring smooth and efficient operations.
Experienced in working with leadership teams to boost employee productivity and drive positive outcomes.
Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.
Overview
2025
2025
years of professional experience
6
6
years of post-secondary education
3
3
Languages
Work History
Senior Customer Service Representative
Ceva Logistics
06.202 - Current
- Managing small contract customers in Units 2 and 4, serving as main point of contact to address inquiries and resolve issues specially with escalated cases
- Managing invoicing and documentation processes
- Processing invoices accurately and on time, ensuring smooth billing operations
- Updated KPI and On-Time Fulfillment (OTF) files to monitor performance and support operational improvements
- Collaborating with teams like finance, Customs and warehouse staff to optimize workflows
- Introduced workflow improvements to enhance efficiency, minimize delays, and deliver high-quality service in fast-paced environment
- Coordinating logistics operations, including order tracking and on-time delivery
- Prepare Monthly MBRs for Crocs, Bird and ABB customers
- Prepare OPS calls weekly with for Crocs, ABB, Bird and AHi_Carrier customers
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Mentored junior team members, contributing to their professional development and overall team success.
- Engaged clients in person and over phone to answer questions and address complaints.
- Escalated issues to proper supervisors when standard processes were not effective.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Maintained up-to-date knowledge of product and service changes.
- Managed timely and effective replacement of damaged or missing products.
Account Manager EMEA AND Internal Sales Supporter
Belden Commercial Services BV
07.2021 - 12.2023
- Responsible for Middle East, Turkey , South-Africa and UK.
- Handled customer orders and inquiries with precision and efficiency to ensure client satisfaction
- Responding to almost 200 Emails per day.
- Managed follow-up communications with customers, upholding a strong commitment to providing exceptional customer service
- Consistently achieved or surpassed order processing targets and resolved customer concerns in a proactive and effective manner
- Leveraged Salesforce to manage customer data, track sales leads, and monitor customer interactions, ensuring accurate and up-to-date information
- Utilized SAP for order processing, inventory management, and invoice generation, streamlining the sales process and improving efficiency
- Proficiently used BPCS (Business Process and Complaints System) to create and manage quality complaints, credit notes, and debit notes
- Managed the escalation process by addressing and resolving customer complaints and issues
- Coordinated shipping logistics, including carrier selection, tracking, and delivery scheduling, to meet customer demands and maintain supply chain efficiency
- Processed invoices and purchase orders, verifying accuracy and compliance with financial regulations and company policies
- Collaborated closely with production planners to optimize production schedules, aligning with sales forecasts and minimizing inventory discrepancies
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Managed time efficiently in order to complete all tasks within deadlines.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Established long-term customer relationships to enhance client loyalty and satisfaction.
Escelation and Pre-inspector Specialist
DHL Supply Chain-Cisco
02.2020 - 06.2021
- Managed supply chain processes to enhance operations and efficiently resolve customer cases for Cisco
- Increased customer satisfaction from 65% to 95% by consistently tracking orders and following up on escalated cases 2–3 times daily
- Improved the quality of order investigations through root cause analysis and collaboration with customers, RMA vendors, shipping offices, and warehouse teams
- Worked with escalation managers to streamline case resolution processes, successfully resolving 60–100 escalated cases monthly
- Promoted to the pre inspection department in June due to high quality case resolutions
- Enhanced customer satisfaction within the first week by implementing a consistent follow-up strategy for order preprocessing, reducing follow-up inquiries from 600 emails to zero per week
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
Customer Service Administrator – Back Office
DSV Logistic
2018 - 2020
- Promoted from Packer to Customer Service Administrator for demonstrating strong organizational and communication skills
- Streamlined customer data management by regularly updating and maintaining records of orders, suppliers, and warehouse staff to enhance operational efficiency
- Managed service requests from international customers, effectively addressing inquiries and resolving issues for clients from diverse backgrounds
- Answered incoming calls and emails from current customers.
- Updated customer service database with new information, address changes and contact details.
Patient Care Coordinator
Dubai Cosmetic Surgery
04.2014 - 09.2016
- Managed all office operations and served as the primary communication liaison with patients
- Researched and resolved patient referral issues by analyzing data and tracking referral trends
- Enhanced patient satisfaction by guiding families through clinic procedures, explaining treatment plans, and initiating care plans
- Handled administrative tasks, including updating and maintaining accurate patient databases
- Managed Approximately 70-100 calls and emails per day.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Trained new staff members on office procedures and protocols, ensuring consistency in patient care delivery.
- Delivered excellent patient experiences and direct care.
- Resolved patient concerns and complaints with empathy and professionalism, restoring trust in healthcare services.
Assistant Information and Insurance Coordinator
Synergy Integrated Medical Center
12.2010 - 03.2014
- Supported clinic operations by performing variety of administrative and clerical tasks
- Conducted research on customer satisfaction and clinic performance to identify areas for improvement
- Managed key administrative duties, including billing, processing insurance approvals, filing documents, and collecting daily reports
- Greeted customers and maintained excellent service standards, ensuring high levels of satisfaction
- Entered data, generated reports, and produced tracking documents.
- Filed and tracked insurance claims and communicated claims status to patients.
Administrative Assistant to The Regional Manager
Audi Bank
01.2009 - 02.2010
- Handled HR tasks for Aleppo branch and coordinated with head office in Damascus to organize employee schedules
- Managed communication and collaboration between Aleppo branch and headquarters
- Arranged meetings and prepared client correspondence to improve communication and efficiency
Education
Bachelor of Arts - English Literature
Faculty of Arts And Humanities
Aleppo University -Syria 05.2003 - 09.2008
Some College (No Degree) - Human Resources
International Human Resources Managment -IHRM
Damascus - Syria 03.2024 - 05.2024
Skills
Teamwork
Leadership
Communication
Time management
Problem-solving
Attention to details
Billing
Order processing
Quality Assurance
Customer Satisfaction
Internal Sales Support
Scheduling
SAP CRM
Salesforce
Root Cause Analysis
Supply Chain
Personal Information
- Date of Birth: 01/01/1985
- Nationality: Dutch
Timeline
Some College (No Degree) - Human Resources
International Human Resources Managment -IHRM
03.2024 - 05.2024
Account Manager EMEA AND Internal Sales Supporter
Belden Commercial Services BV
07.2021 - 12.2023
Escelation and Pre-inspector Specialist
DHL Supply Chain-Cisco
02.2020 - 06.2021
Patient Care Coordinator
Dubai Cosmetic Surgery
04.2014 - 09.2016
Assistant Information and Insurance Coordinator
Synergy Integrated Medical Center
12.2010 - 03.2014
Administrative Assistant to The Regional Manager
Audi Bank
01.2009 - 02.2010
Bachelor of Arts - English Literature
Faculty of Arts And Humanities
05.2003 - 09.2008
Customer Service Administrator – Back Office
DSV Logistic
2018 - 2020
Senior Customer Service Representative
Ceva Logistics
06.202 - Current
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