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DHL Express, Beirut - Young Customer Service Professional of the Year


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Company: DHL Express, Beirut, Lebanon
Company Description: DHL is present in over 220 countries and territories across the globe, making it the most international company in the world. With a workforce exceeding 285,000 employees, we provide solutions for an almost infinite number of logistics needs. DHL is part of the world's leading postal and logistics Group, Deutsche Post DHL.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Young Customer Service Professional of the Year - Other Service Industries

Nomination Title: A success Story about a Young Customer Service Professional

Tell the story about what this nominee achieved since the beginning of July 2017 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

What a great Story to Share!

A young Customer Service Advisor putting her heart into serving and developing loyal customers just because she is Insanely Customer Centric.

Farah Hayek joined DHL in 2010 at the age of 22 as a Call center advisor and has been worked wholeheartedly ever since. She was promoted to the Retail team 3 years ago where she joined the Multi-Channel Cash desk that handles customers who used to have credit term accounts and have stopped shipping to profile.

Farah’s main task was to initiate a contact with those customer, build rapport with them and get them back on Track. Having 5 years of experience as a CSA in the call center was key to her success as she was able to transform the MCC into a nursing desk where she manages and grows customers’ business by providing all solutions and make them feel that shipping has never been easier.

Being a Young Lady, Farah is passionate about Fashion and as we have a big fashion industry in Lebanon, she managed through the year to collect a big database of Lebanese upcoming Fashion designers and shadowed them from the day they graduate until they become regular shippers and they are forwarded to Salesforce.

Moreover, she is consistent and rigid when it comes to follow up, even if that means that she stays up all night working on a designer dress to be delivered to the celebrity in the USA on time for the event. Or spending 2 hours with the operations to properly pack a designer Bridal Dress along with the customer…

Having said the above, Farah does not provide great A+ service to customers only, she also looks at every opportunity to grow both the customers and our business. Farah Contributed alone to the total country retail growth in 2018 by 5%, similar to one of the service point contribution and she was able to grow her territory by 56% in 2018 vs LY

Adding to the above list, knowing the importance of Ecommerce business nowadays, Farah took the initiative to visit exhibitions and collect leads for new potential customers, not only to add to her territory, she applied the AS ONE spirit by filtering the leads and sharing them with the sales Lead Qualifier.

That is surely not everything, Farah’s passion and customer centricity have been the key to her motivation and can do attitude that were remarkably visible in 2018. She never hesitates to offer help or volunteer to jump in and assist her colleagues in the customer service team when needed. She is always eager to learn new things and handle new projects.

Farah processes all the ingredients starting from genuine care, customer centricity, system knowledge, sales skills and many other qualifications that make the recipe to an outstanding Customer Service provider.

Below is a few more achievements done by Farah:

-Job Well Done Award for March 2018
-Employee of the month Award for July 2018
-Energized by CEO December 2018
-Nominated as EOY 2018

What better way to appreciate Farah’s efforts, for having a Great Successful year filled with an outstanding performance, other than adding the cherry on the top for her successfully baked recipe by awarding her with the Young Customer Service Professional of the Year