Customer Service Management

Hanane Beainy

Kuwait, Salmiya, Mob : ******** email: ******-******@*******.***

Objective: Seeking to Join a reputable organization at a mid career level where I can get constant development based on achieving results.

Education:

Bachelor of Science – Business Marketing. Arab Open University (2009-2013). Mokhtara High School – Scientific section. Mount Lebanon, Chouf. Professional Experience :

Administrative Secretary March 2014 to date

Forum Interiors Gen Trdg & Cont Co – Kuwait

- Responsible for management activities inside the company.

- Coordinate the communication with other organizations.

- Provide administrative and clerical support to high-level executives and management in facilitating day to day activities and continuity of the business.

- Support the manger and employees through a variety of tasks related to organization and communication.

- Drafting and typing all kinds of business letters, quotations, and purchase orders.

- Prepare meetings as per Management Agenda and memorandums.

- Manage correspondences to ensure all emails are accessed, answered and received on time.

- Prepare reports and correspondence as designed and recommended by the Management.

- Prepare payroll and advise accounts of any deductions, increases, overtime that are reported by management and engineers as well as employees’ vacations planning.

- Filing confidential and sensitive documents including agendas for meetings and outcomes.

- Managing databases and electronic filing system to ensure important and necessary documentation correctly filed and can be reviewed when needed.

- Maintain office and administrative procedures and prepare office budget.

- Communicate with external contacts including contractors and clients upon instructions.

- Maintain discreet confidentiality of information, procedures and all documents.

- Relay instructions and assignments to employees. Hyper Market Showroom Manager June 2004 till May 2013 Bou Khalil Societe Moderne Co– Lebanon, Beirut

- In charge of Cash Counters and Customer Service Desk.

- In charge of Merchandising and Gondola selection (including window, sales floor, and promotional display).

- Monitor inventory replenishment.

- Liason with Head Office and main store for any changes in pricing, stocking and displaying of products.

- Review MTD productivity per cashier and give corrective directions when needed.

- Training and development of staff in relation to customer service and merchandising to present visual appealing displays.

- Implement action plans to improve shelf space management, sales market share & other KPI’s per category, investment brands and per outlet.

- Communicate management’s expectations and goals to stores team members.

- Handle all customer relations and issues in accordance with company policy.

- Resolve all customer complaints in a professional manner while prioritizing customer satisfaction.

- Maintain special communication with VIP clients based on their spending and social positioning.

- Promote product items that have high profitability as per company reports.

- Document field contact and on-the-job training reports.

- Enforce a positive work environment.

- Reward outstanding employees to enhance customer service and positive competition among employees. Skills:

- Three languages Arabic, English and French.

- Fast learner and stress tolerance.

- Familiarity with basic research methods and reporting techniques.

- Excellent organizational and time-management skills.

- Attention to details.

- Target results and problem solving.

- Team player and customer oriented.

Certifications:

- Customer Care

- Time Management

- Social Marketing

- Merchandising & labeling

- Service Internal Communication

Nationality: Lebanese. Marital Status: Married. Date of Birth: July 1982. PS. All supporting documents available upon request. Hanan Beainy

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