Customer Service Manager

Shaden Saad

***** **** ****** **.

APT # ***

Dulles, VA 20166

E-mail: ********@*****.***

Cell: -703-***-****

OBJECTIVE:

I am seeking a position that allows me to apply my organizational and analytical skills while still allowing for front-end contact with clients on a regular basis. My objective is to grow professionally in an environment by demonstrating consistent performance, a positive work ethic and a commitment to the company’s brand and culture.

WORK EXPERIENCE:

June 22, 2010- August 31, 2011.

Exxon, Northern Virginia.

District Manager:

• Initiated, drove and sustained continuous process improvements.

• Reviewed store environments and key business indicators within the district to identify opportunities for sales growth, developed action plan to address them with the store management team.

• Maintained ownership for district financial and operating results. Used available reports and information systems to analyze financial performance and identify trends, problems and opportunities within the district.

• Implemented initiatives in areas such as loss prevention, marketing and compliance.

• Recruited, selected, hired and developed effective and engaged store managers. Identified and encouraged potential internal candidates for store manager or assistant manager positions. Recognized associates who achieve service milestones or who provide exceptional customer service.

• Coached and assisted managers in achieving objectives for sales, cost control, employee selection and retention, guest service and satisfaction, speed of service and cleanliness.

• Assisted store managers in resolving guest complaints as necessary, responded to guest complaints, or comments, solicited guest feedback on product selection and service received.

• Implemented company policies and producers to ensure compliance with federal, state, and local regulations. Developed action plan to improve compliance if necessary.

• Worked with the local supplier community to ensure proper execution of company merchandising plans and addressed sales opportunities within the district.

• Monitored competitor activity and local market conditions; maintained intelligently competitive pricing strategy. Collaborated with upper management on vendors, local merchandising and pricing needs, and store layout changes.

2007- May 30, 2010.

Embassy of Libya, Washington, D.C.

Executive Accountant.

• Assisted with developing and implementing budget requirements for new Cultural mission within Embassy. Also helped manage and train new staff on the International Student Program.

• Managed accounting department of Embassy; duties included reconcilement of accounts, accounts payable, tracking of payment benefit and special allowances to diplomats and staff, liaised with bank on servicing issues, ensured proper compliance with banking regulatory and due diligence requirements, assisted with translation of invoices from English to Arabic for the various government ministries, liaised with Central Bank on tracking reimbursements and assisted with the negotiation of service contracts.

• Implemented ACH payments for 1800 students sponsored by the Ministry of Higher Education, using bank’s online payment system. Also helped track and disburse tuition payments, housing and medical allowances.

• Processed medical and dental claims payment for patients sponsored by the Ministry of Health and for embassy staff.

• Coordinated high-ranking government delegation visits, approximately 8-10 per month. Duties included organizing transportation and hotel reservations, planning their work schedules and providing stipends for their visit.

2006- 2007

Wells Fargo National Bank, Sacramento, CA.

Business Banker.

• Established first line of rapport between customers and Wells Fargo Bank, informing client of new services and promotions.

• Monitored customer satisfaction to increase the customer base, customer loyalty, revenue, and profits.

• Gave all clients personal attention, and made them feel our service reliability and dependability.

• Assisted clients in managing cash flows in a cost effective and timely manner.

• Cross-sold full range of banking services including cash management, business credit options, merchant card and deposit products.

• Trained clients on bank’s online services and merchant card platform.

• Participated in Bank’s customer service initiatives including applying service standards and timelines consistently and addressing servicing issues for clients.

2003- 2006

Gourmet Wraps, Sacramento, CA.

General Manager

• Did recruiting and hiring process.

• Developed policy for the store.

• Communicated the policy of the store with the staff.

• Discussed health and safety issues.

• Trained the employees how to use the equipments in the store.

• Controlled quality of the products.

• Managed all expenses including payroll, and monitored inventory.

• Replaced any position in case of any unexpected absence for an employee.

2002- 2003

Levitz Home Furniture, Sacramento, CA.

Office Assistant and Account Payable Officer

• Managed daily business.

• Assisted customers to solve problems with delays, damages, and delivery issues.

• Performed customer cancellations and refunds.

• Prepared weekly and monthly reports for delivery to the corporate office.

• E-mailed corporate to inform them of daily purchases, and confirm delivery dates.

• Handled all correspondence with corporate concerning claims and future ads.

• Followed up on undated orders.

• Verified inventory.

• Assist customers with the credit application process, by ensuring all necessary information is completed and verified before submission. Inform customers on approval or denial of credit.

1999- 2002

Embassy of the State of Kuwait, Cultural Division. Washington DC.

Position: Academic Advisor

• Supervised and managed 200 international students

• Prepared and attended meetings with various University offices throughout the United States

• Created and reconfigured the students’ database.

• Prepared monthly academic reports for each student and correspondence to the Universities, as well as the Ministry of Higher Education in Kuwait.

• Managed International students’ legal status with the INS and sent updated forms via the SEVIS database to Universities.

1997- 1999

Light Star Travel Agency, Falls Church, VA

Position: Travel Agent and an accountant

• Collect payment for transportation and accommodations from customers.

• Converse with customer to determine destination, mode of transportation, travel dates, financial considerations, and accommodations required.

• Compute cost of travel and accommodations, using calculator, computer, and hotel rate books, or quote package tour's costs.

• Book transportation and hotel reservations, using computer terminal or telephone.

• Plan, describe, arrange, and sell itinerary tour packages and promotional travel incentives offered by various travel carriers.

• Provide customer with brochures and publications containing travel information, such as local customs, points of interest, or foreign country regulations.

• Print or request transportation carrier tickets, using computer printer system or system link to travel carrier.

EDUCATION:

BA in English Literature, Damascus University. 1989

Courses in small business management, NOVA, Alexandria, VA. 2003-2004.

Computer certificate of Windows 95, STMAC in Alexandria, VA. 1995.

Skills:

Excellent communication skills

Proficient in SEVIS database management used in International Student programs

Proficient in MS Office Suite Professional

Proficient in QuickBooks software

References:

Available upon request

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