MIRAL ABU ALIA
Atlanta
Summary
Specialist in customer success and client experience, adept at leveraging feedback to drive service improvements. Experienced in fostering cross-functional collaboration and maintaining precise CRM data to optimize operations. Fluent in Arabic and English, with additional language skills in Hebrew and German.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Customer Success & Client Experience Specialist
Dior Beauty
Atlanta
11.2025 - Current
- Fostered relationships with high-value clients, enhancing loyalty and repeat business.
- Delivered personalized onboarding experiences alongside consultative recommendations.
- Acted as primary contact for inquiries, resolving issues, and facilitating service recovery.
- Partnered with sales and operations teams to improve overall customer experience.
- Liaised with internal departments regarding client requests for additional services.
- Tracked customer interactions using CRM systems to ensure data accuracy.
- Evaluated customer feedback data, pinpointing areas for organizational improvement.
- Generated comprehensive reports detailing customer service performance metrics.
Community Feedback Mechanism Assistant
Norwegian Refugee Council
Jerusalem
05.2025 - 09.2025
- Acted as the primary point of contact for stakeholder communications and community support.
- Analyzed customer feedback to prepare reports aimed at improving service delivery.
- Coordinated issue resolution among cross-functional teams and upper management.
- Maintained reporting dashboards and records to aid operational decisions.
- Facilitated beneficiary feedback sessions for enhanced service outcomes.
- Assisted in developing training materials for staff and beneficiaries.
- Managed inter-team communications to ensure project effectiveness.
- Entered data accurately into databases to ensure integrity.
Cash and Markets Programme Assistant
Norwegian Refugee Council
Jerusalem
08.2024 - 05.2025
- Supported stakeholder engagement and customer satisfaction initiatives across multiple program locations.
- Coordinated reporting, documentation, and operational activities to ensure timely service delivery.
- Conducted needs assessments and analyzed findings to identify improvement opportunities.
- Collaborated with finance, operations, and program teams to achieve project objectives.
- Assisted in NRC operations
ICLA Programme Intern
Norwegian Refugee Council
Jerusalem
02.2024 - 07.2024
- Facilitated client intake, case management, and stakeholder communications to ensure seamless service delivery.
- Coordinated follow-up activities among clients, legal advisors, and partner organizations to enhance collaboration.
- Assisted with reporting, documentation, and tracking of program performance to support informed decision-making.
- Documented NRC processes for compliance
Education
Bachelor of Arts - Digital Communications & Media Arts, International Law & Human Rights
Al-Quds Bard College
New York, NYSkills
- Client success
- Customer Experience
- Customer Retention
- Customer Onboarding
- Escalation Management
- Account Support
- Client management
- Cross-Functional Collaboration
- Strategic Communication
- Microsoft Office Suite
- Google Workspace
Languages
- Arabic, Native
- English, Native
- Hebrew, Professional
- German, Professional
Certification
- Certified Customer Success Manager (CCSM)
- HubSpot
- MS Dynamics 365
- GainSight
Timeline
Customer Success & Client Experience Specialist
Dior Beauty
11.2025 - Current
Community Feedback Mechanism Assistant
Norwegian Refugee Council
05.2025 - 09.2025
Cash and Markets Programme Assistant
Norwegian Refugee Council
08.2024 - 05.2025
ICLA Programme Intern
Norwegian Refugee Council
02.2024 - 07.2024
Bachelor of Arts - Digital Communications & Media Arts, International Law & Human Rights
Al-Quds Bard College