Customer Service Representative

Nadia Matmati

***** **** ************ ***** . *** Berlin, Wisconsin 53151 .

Home: 262-***-**** . Cell: 262-***-**** . ********@*****.**

Summary of Qualifications

Personable professional with extensive experience in client-facing and

administrative roles; works effectively with wide range of individuals,

demonstrating urgency in addressing client needs and patience in resolving

issues.

. Excels in assigned tasks, taking initiative to generate new business

and make suggestions for possible improvements.

. Manages demanding workloads, maintaining focus on quality and striving

to achieve high levels of customer satisfaction.

. Bilingual in English, French, and Arabic, with experience translating

written communiqu between French and English.

. Technical skills include MS Word, Excel, and AS/400, as well as using

Internet for research.

Professional Experience

Customer Service Representative/Lead for French-speaking Support Team,

Uniden America Corporation, Arlington, Texas 2009

. Served U.S. and French Canadian customers, answering as many as 100

calls daily and providing technical support on telephone, GPS, radio,

and video camera products.

. Translated letters written in French, submitted English-language

version to supervisor, and related company's response.

. Fielded phone calls from French-speaking clientele requiring technical

support on product setup and installation; identified issue,

pinpointed solution in user manual, and walked callers through

corrective action.

. Processed orders for replacement parts, obtaining payment information

and entering data into AS/400 system.

. Communicated to colleague filling orders customers' need for

replacement part; monitored progress through proprietary system and

FedEx.com; and informed customers of shipping status.

. Participated in training new employee, familiarizing her with product

lines and demonstrating how to submit orders.

. Recommended addition of French-language manuals and French-language

support online, providing clients option of submitting questions by e-

mail or calling in, enabling team to address issues more rapidly.

. Generated reports relaying customer satisfaction with service,

delivery, and associated fees; submitted to supervisor.

Library Assistant (Volunteer), Keller Public Library, Keller, Texas 2007-

2008

. Checked in recently returned materials, performed minor repairs on

damaged items, and returned books to shelves.

. Performed inventory, verifying that materials were in proper,

designated place and recording number of products on hand.

. Processed new books, marking items as property of library and with

classification number.

. Conducted library tours for new members, pointing out age appropriate

materials for children, making patrons aware of weekly activities, and

showing them where to rent non-book items such as DVDs.

Office Assistant, Expectra Temp Agency, Paris, France 2004

. Registered new candidates, keeping database updated with most recent

information; communicated openings to most qualified job seekers and

submitted their resumes to hiring authorities following prescreening

process.

. Interfaced with wide range of professionals, from entry-level to

executives across numerous fields including IT, banking, and

administration.

. Participated in new business generation, cold calling individuals

actively seeking employment to offer services; brought in average of

six new clients per week.

Customer Service Representative, Khalifa Rent Car, Paris, France 2002-

2003

. Fielded calls from customers requesting reservations, establishing

pick up and drop off times and detailing costs involved with rental

and in event of late return.

. Evaluated condition of vehicle both prior to customer leaving lot and

upon return of vehicle.

. Processed more than 10 rentals per hour during peak periods, offering

customers add-on products such as GPS systems.

. Demonstrated facility for sales, earning opportunity to seek out and

establish partnerships with corporations and present contract

proposals.

. Reported daily sales numbers and developed schedule for fellow

customer service representatives.

Teacher/Class Assistant, Les Copains D'abord Day Care, Paris, France

2001-2002

. Worked with children between 3 months and 3 years of age, leading

activities to facilitate development of fine and gross motor skills as

well as emotional growth, while encouraging students to be as self-

sufficient as possible.

. Disciplined children who misbehaved, explaining reasoning for time out

and ensuring they understood consequences of inappropriate actions.

. Kept parents apprised of their child's social and physical progress,

conduct, and any health concerns.

Education

Certificate, Midwestern State University - Intensive Language Institute,

Wichita Falls, Texas 2007

Business Administration Degree*, Universit Paris 8 - Vincennes Saint-

Denis, Paris, France 2004

*Equivalent to U.S. Bachelor of Science

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