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Nema's extraordinary journey sets this Stevie article apart. From being one of the youngest DHL UAE employees to excelling as a high performer, she has been diligently caring for her ill father and embodying the role of a nurturing elder sister, serving as the anchor that binds the family together after losing her mother to cancer, all while navigating amidst work and life challenges.
Nema’s impact on the call center is simply inspiring. Over the past 3 years, she has consistently achieved top scores in all key performance indicators, with an average of 98% in all her calls quality. Her dedication to delivering exceptional service shines through in every interaction, leaving customers filled with appreciation for their outstanding experience. Notably, she has been repeatedly nominated for Employee of the Year in both 2021 and 2022, a testament to her unwavering commitment and the positive influence she brings to the team.
Nema's commitment to the Insanely Customer Centric Culture shines as she goes the extra mile to ensure customer satisfaction. Beyond her shift, she proactively stays in touch with customers, leveraging technology to address their needs and swiftly resolve queries. Her dedication is truly inspiring.
Ultimately, her customer centric approach led her to achieve amazing results:
- Excellent Call Quality scores (last 2 years) 98% average in call quality
- 5 Employee of the Month nominations in 2022
- Highest First Time Buyer contributor 2019
- Employee of the Year nominee 2020
- Employee of the Year Runner up 2022
- Received more than 10 customers appreciations in 2022
- Generated three digit figures revenue through her upselling and product selling
- Won MENA Energizer Award Q2, 2022
Allow me to share with you glimpse of why we believe Nema’s achievements are significant, especially when compared to the performance of other advisors in the team:
- Nema has consistently received glowing feedback from customers, demonstrating her ability to build rapport, address concerns, and provide outstanding service that leaves a positive and lasting impression. In customer words “extremely helpful and friendly .It is rare to come across customer service people that this good”.
- Her First Call Resolution Rate is excellent which highlights her product knowledge and her ability to solve problems, resulting in improved customer satisfaction and reduced call escalations.
- Her Average Handling Time is considerably low which shows her extensive knowledge without compromising on quality, ultimately leading to increase in our team productivity.
- Nema has consistently exceed her KPIs, such as call quality, adherence to schedule, and sales targets, showcasing her commitment to surpassing expectations.
- Nominated for Employee of the Month/Year Awards repeatedly and winner Employee of the Year award Runner Up in 2022.
- Nema’s upselling skills are remarkable, she identifies opportunities to upsell ( average of 98% vs 58%), contributing to increased revenue generation for the company.
- She embraces a relentless pursuit of growth by actively seeking opportunities for self-improvement through training, workshops, and skill development programs, ensuring she remains at the forefront of knowledge and skills.
Nema consistently achieves exceptional results, standing out as a dedicated and valuable member of the call center. Despite her father's critical condition, winning the prestigious Stevie award would uplift her spirit, recognizing her outstanding work and unwavering dedication to both her job and family.
Nomination Title: Nema Khalfan
