Open To Work
Javeed Chaudhary
Abu Dhabi
Work Preference
Summary
Senior Customer Service Officer at Taqa Distribution with extensive expertise in complaint handling, dispute resolution, and client satisfaction. Proven team lead skilled in enhancing service delivery, optimizing operational processes, and driving quality assurance initiatives. Brings a strong foundation in premium service environments, including airline operations with Etihad Airways, ground services with dnata (Emirates Group), and a solid background in 5‑star hospitality. Recognized for delivering exceptional customer experiences, building strong client relationships, and maintaining high service standards across diverse and high‑pressure settings.
Overview
16
16
years of professional experience
Work History
Senior Customer Service Officer
TAQA Distribution
08.2025 - Current
- Resolved customer complaints, inquiries, and service requests via chat, email, and phone, enhancing customer experience.
- Coordinated billing disputes, account updates, and service disconnections/reconnections, ensuring compliance with TAQA policies and maintaining service continuity.
- Investigated and resolved escalated cases efficiently while maintaining high customer satisfaction.
- Tracked call center KPIs, including AHT and SLA performance, achieving service level targets through proactive management.
- Prepared daily and weekly reports on complaints, SLAs, and service performance, and collaborated with operations and field teams for timely issue resolution.
Customer Experience Lead
Octopus Energy
Abu Dhabi
02.2024 - 08.2025
- Guided customers on EV-specific and solar tariffs, improving cost efficiency and customer satisfaction through tailored insights.
- Resolved complex smart meter and solar export issues, increasing data accuracy and decreasing repeat queries.
- Delivered expert end-to-end support for electricity and gas services, optimizing tariffs and ensuring accurate billing.
- Provided feedback to TAQA on system performance and workplace processes, fostering service culture and enhancing operational efficiency.
Customer Service Specialist
ADDC Abu Dhabi Distribution Company
Abu Dhabi
03.2022 - 02.2024
- Resolved customer complaints, inquiries, and service requests through chat, email, and phone, enhancing overall customer experience.
- Managed billing disputes, account updates, and service disconnections/reconnections.
- Partnered with operations and field teams to expedite issue resolution and improve customer satisfaction.
- Investigated and resolved escalated cases in line with ADDC policies and regulations.
- Compiled daily/weekly reports on complaints, SLAs, and service performance to inform management decisions.
Expo 2020 Consultant
Emirates
Dubai
09.2021 - 03.2022
- Implemented process improvements that increased customer satisfaction and elevated visitor experience scores.
- Provided accurate, timely information to visitors, enhancing overall customer service experience.
- Managed communication channels (voice, email, chat) to achieve sales targets for tickets and merchandise.
Travel Sales Consultant
dnata
Dubai
06.2019 - 10.2021
- Consistently achieved sales targets while meeting AHT and other KPIs.
- Resolved guest and travel agency queries on reservations, ticketing, corporate fares, group bookings, and pricing issues, enhancing customer satisfaction.
- Managed high call volumes across multiple markets, delivering prompt and accurate support to maintain service quality.
- Trained new joiners through shadowing and performance monitoring, improving onboarding effectiveness.
Sales Representative
Etihad Airways
Abu Dhabi
04.2014 - 06.2019
- Managed travel trade segment for reservations and ticketing, improving team performance and maintaining quality standards in a high-volume call center.
- Trained new joiners and monitored on-job performance to achieve KPIs such as AHT and sales targets.
- Received Star of the Month and multiple recognitions for meeting sales targets.
- Achieved 'Outstanding' performance ratings through consistent meeting of sales targets.
- Received guest compliments for exceptional service and 'Shukran' award for taking responsibility.
Group Sales Co-Ordinator
Atlantis Resorts
Dubai
03.2010 - 04.2014
- Achieved top sales performer status consistently, meeting ~200k monthly targets through effective client engagement and strategic sales initiatives.
- Coordinated group bookings, inclusive tour packages, restaurant and room reservations to enhance customer experience and support sales objectives.
- Oversaw VIP and crew requirements, ensuring seamless service and customer satisfaction.
- Led management of filming crew for Bollywood film 'Happy New Year', ensuring operational efficiency and high service standards.
- Earned 'Legend of the Month' award for six months by consistently exceeding performance expectations.
- Acknowledged for delivering exceptional customer satisfaction, contributing to multiple performance accolades.
Education
Bachelor's degree - Hospitality & Tourism Management
IIAS Education Group
08-2007
Skills
- Customer relationship management
- Account management
- Customer feedback analysis
- Service delivery improvement
- Quality assurance
- Client satisfaction strategies
- Dispute resolution
- Teamwork and collaboration
- Relationship building
Languages
- Urdu
- Marathi
- English
- Urdu
- Marathi
Driving License
UAE, 05/03/29
Languages
English
Proficient (C2)
C2
Marathi
Intermediate (B1)
B1
Timeline
Senior Customer Service Officer
TAQA Distribution
08.2025 - Current
Customer Experience Lead
Octopus Energy
02.2024 - 08.2025
Customer Service Specialist
ADDC Abu Dhabi Distribution Company
03.2022 - 02.2024
Expo 2020 Consultant
Emirates
09.2021 - 03.2022
Travel Sales Consultant
dnata
06.2019 - 10.2021
Sales Representative
Etihad Airways
04.2014 - 06.2019
Group Sales Co-Ordinator
Atlantis Resorts
03.2010 - 04.2014
Bachelor's degree - Hospitality & Tourism Management
IIAS Education Group