Customer Service Management

Zena El-Hassan

Yagoona NSW ****

******-******@*******.*** – 045*-***-***

Throughout my career to date I have gained extensive experience in Customer Service and Account Management. In each of my previous positions I have demonstrated the ability to effectively coordinate, develop and implement new and innovative business processes and monitor and achieve key business outcomes. I now seek a position where I can build upon my previous skills and experience in a diverse and rewarding role.

Work Experience

Receptionist

Brightstar Corporation

Dubai

January 2014 to December 2014

Brightstar Corp distributes mobile phones and other devices serving more than 200 carriers in more than 50 countries.

• Welcoming and directing clients to meeting rooms

• Answering busy switch from manufactures, operators and retailers

• Providing general administrative and clerical support, including mailing, scanning, faxing and copy to management

• Scheduling and coordinate meetings and appointments

• Maintaining office supplies for department

• Open, sorting and distributing of incoming correspondence daily

Achievements:

Being able to adapt to the diversity and carry out strong communication skills, always being warm, mature, friendly and professional

Customer Care Consultant

Paul Hartmann Pty Ltd Sydney

Sydney NSW

July 2008 to December 2012

Paul Hartmann Pty Ltd is an international product and service provider of health and medical product.

My Key responsibilities included:

• Account management of all Victorian and Tasmanian customer base

• Provided primary service and support to Sales Representatives to meet all customer orders and requests

• Able to work effectively as a team player within various departments of the company

• Provide high level of customer support

• Ensuring complex logistic processes are adhered to • Building and maintaining relationships with customers by improving the service standards and processes constantly reviewed to achieve this

• Providing efficient problem solving in order to finalise accounts

• Consistently improved product knowledge versatility to meet customers growing needs

• Receiving and processing customer purchase orders daily with a high attention to detail

Achievements:

Within the first three months I was recognised for providing excellent customer service, motivation, response times and efficiency

Account Manager & Customer Service Consultant

AUSTRALIAN ENVELOPES PTY LTD

January 2003 to July 2008

Australian Envelopes Pty Ltd is a manufacturing, marketing and printing company providing labelled envelopes to the national market

My key responsibilities included:

• Managed 50 existing customer accounts across Australia

• Cross selling and up selling to customers both over the phone and face to face

• Fulfilled customer orders from conception to delivery

• Provided quotations using the PeopleSoft database

• Promoting company's product and servicing to existing and potential customers

• Providing solutions and deciding best fit for customer's needs and company requirements

• Management of stock and inventory production to ensure delivery of product

• Attention to detail and problem solving at all levels

• Able to work effectively as a team player within various departments of the company

• Work within strict time frames and measured processes to meet constant fast and demanding deadlines for all customers and supplies

• Managed independent wholesalers and retailers

Achievements:

Always delivered beyond duties and expectations, to provide and ensure major client business were retained, whilst improving internal processes to prevent any future revenue losses and ensure customer satisfaction. As a result, was given a more autonomous role with increased responsibilities

Customer Service - Hotel Operator

SYDNEY HARBOUR MARRIOTT

December 1998 to December 2002

Sydney Harbour Marriott is a Major international chain of 5 star hotels providing premium accommodation and tourist services

• Providing high level of customer service to all clients, management and staff

• Handling customer complaints, enquires and orders

• Central hotel information was required at all times to enable the assistance to general day to day functioning of the entire hotel

• Consistently worked within the policies, procedures and guidelines of Renaissance Marriott basics

• Liaison member of OHS committee attending weekly meetings

• Switchboard operation and DOS based telephone and call logging computer system

Achievements:

I was rewarded many times on the job by clients for going the extra mile. I also assisted service of high profile identities who were guests or attended functions at the hotel

Education

Certificate III in Fitness Instructor

Australian Institute of Fitness

2007

Certificate

Australian Institute of Fitness

2007

Certificate II in Office Skills

Ultimo TAFE

1997

Certificate

Narwee High School

1996

Additional Information

KEY SKILLS & STRENGTHS:

• I am hardworking, loyal and dedicated individual who constantly strives to succeed. I pride myself on my integrity and professionalism and have demonstrated initiative in each of my previous roles.

• Excellent communication skills, both written and verbal, with the ability to liaise with people from diverse backgrounds.

• A highly organised individual who can work with minimal direction. I have excellent time management skills and complete each task to a high standard.

• Proven skill set, with the ability to lead and motivate others. I enjoy working in a team environment, but can also be relied upon to complete any task as an individual.

• Intermediate skills in a range of computer programs and applications including Access, Excel, Word, SAP and People Soft

Contact this candidate