Customer Service Management

SUMMARY

Experienced Operations Resource Coordinator with self-motivation and high level of dedication at work with great interpersonal skills to handle employees at all levels in an organization; Looking to leverage extensive background in Operations Management, Team Management, and Resource Planning into a challenging Business Analyst position.

CORE COMPETENCIES

• Operations & Project Management

• Office Administration

• Operations Leadership

• Customer Relationship Management

• Team / People Management

• Strategic Planning

• Communication

• Problem Solving

• Documentation

• Analytical

• Modeling

• Technical

PROFESSIONAL EXPERIENCE

Operations Resource Coordinator AUG 2013 – OCT 2015

National Ambulance, UAE. Abu Dhabi

Planned, managed and allocated resources efficiently

Handled daily operations and implemented operations strategies along with the directors.

Coordinated with Finance, HR and PR departments.

Prepared and submitted operational reports to the Management

Identified training needs analysis and conducted trainings in coordination with other departments.

Operations Team Member - Dispatcher MAR 2011 – AUG 2013

National Ambulance, UAE. Abu Dhabi

Dispatched ambulances, controlled and managed their movements.

Followed up medical & accidental cases.

Tracked and managed journeys.

Spearheaded crew management, staff training and reporting to the management

Had direct contribution to the customer retention through preparing price quotations and attending meetings with the client.

Customer Service DEC 2007 – DEC 2009

Online Money transfer, Lebanon. Beirut

Efficiently handled Western Union multi-currency money transfer processing system

Transferred funds as per customers’ requirements

Effectively maintained records of daily money transfers and currency exchange transactions

Provided high standard of personalized, effective and efficient customer service.

Reported cash surplus/shortage.

Administrative Assistant OCT 2005 – SEP 2007

Mike Rent a Car, Lebanon. Beirut

Handled the entire office administration and general clerical activities

Involved in filing and retrieving organizational documents.

Took initiative in the absence of the Manager.

Prepared and updated documents such as invoices, reports, and memo.

EDUCATION& TRAINING

Master’s degree in Business Administration 2014

American University of Science and Technology Beirut

Bachelor’s degree in Management Information System 2009

American University of Science and Technology Beirut

Networking for home & small Business CCNA 2009

CISCO Networking Academy Beirut

Certificate of Competency in English 2007

The University of Michigan Beirut

Project Management Workshop 2016- NJ

Making the Transition from Staff to Supervisor 2016- NJ

The Management Conference 2016- NJ

Leading, Team-Building & Coaching Skills for

Managers & Supervisors 2016- NJ

The Secrets of Powerful Bargaining & Negotiating 2016- NJ

How to be the Manager employees won’t leave 2016- NJ

Advanced Microsoft Excel 2016- NJ

LANGUAGES

English

Arabic

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