Company: DHL Express UAE, Dubai, UAE
Company Description: DHL Express is the global leader in the logistics industry, specializing in international shipping, courier services and transportation.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Back-Office Customer Service Professional of the Year - Business Services Industries
 Nomination Title: A Dedicated Soul
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2020 of the nominated woman, OR written answers to the questions? (Choose one):
Written answers to the questions
- Briefly describe the nominated individual: history and past performance (up to 200 words):
Total 146 words used.
Shekinah Din Gomez kickstarted her professional career with DHL Express in 2018 as a Temporary Advisor in the Customer Care team. At the time she was 19 years old and the youngest in the team. Her contract was extended from 3 to 9 months as she proved her mettle and the ability to multitask which allowed her to work in any role within the team. Thereafter, Shekinah was offered a Permanent role as Customer Care Tracing Advisor. Shekinah was keen to develop herself further hence along with a challenging full time job, she also continued to pursue her Bachelor’s Degree in Business Management from Capital University College.
This teenage young Certified International Specialist evolved in DHL Express showcasing her competencies, skills and professionalism in a highly challenging business environment. In particular her proactiveness, problem solving skills, endurance and empathy towards customers is highly admirable and commendable.
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Outline the nominee's achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 219 words used.
Shekinah is extremely focused on delivering results and a consistent performer. She has resolved 87% of the service incident on time and ensured that she maintained the desired quality and secured overall quality score of 97%.
Shekinah has the desire to learn new tasks and her willingness to take on responsibilities has aided her to be the Top Performer in the team. Shekinah’s Impeccable Customer Service skills has been appreciated and commended by DHL Express customers. A comment from one of the customers says the below
” how appreciative I am for the effort you and your team put into helping me get this shipment. It really was a huge relief for my small business to be able to collect the items without any further delay. I was impressed by how efficient and helpful your whole team was, especially as I know that I am a small customer, and I wanted to thank you again sincerely.”
Her Insanely Customer Centric Approach has won her many accolades, such as
- 8 Energizers for going the extra mile
- Employee of the month - January 2021
- Employee of the Month - September 2021.
- Nominated for MENA Energizer award Quarter 1 & Quarter 4 2021.
- Nominated for Employee of the year 2021
- Graded as Role Model for her overall performance for the year.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 14 words used.
Employee of the Month JAN & SEP
4 Energizer Awards
Customer Appreciation
Charity Sponsorship
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the nominee's past performance (up to 250 words):
Total 240 words used.
Raised in a humble family Shekinah and her sister were brought up by a single mother. In order to support the family, she took up a full time job without compromising on her studies. Whilst being in her teens, undeniably it was quite challenging for her to maintain a work life balance, as she had to support with household chores along with job & studies. However, her mature thinking helped her to prioritize and optimize her time efficiently.
Philanthropy:
Despite working, studying and managing her household, Shekinah also dedicates her personal time to fulfil her share of Corporate Social Responsibilities.
She has been actively involved in walking the dogs and has been donating on a regular basis to the animal shelter called Stray Dogs Centre. She has also contributed to build The Donkey shelter. During the pandemic through a program called “DHL Got Heart” which partners with a charity organisation “Stop and Help” in Dubai, Shekinah sponsored gift vouchers to several families which enabled them to fulfil their day to day grocery needs.
To summarise, Shekinah since the time she started her journey with DHL Express as undergone a significant transformation and has evolved into a very successful corporate employee whilst contributing to the business through her abilities and skills. All this being done without compromising on her work life and social balance.
To win the Stevies award will be the icing on the cake in her journey towards excellence.
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