Khaled Jamal Al-zibdeh

***** *** **** **** ****

Cypress, TX 77433

281-***-****

acx8b3@r.postjobfree.com

Summary of Qualifications

Fluent Spanish

Conversational Arabic

Fluent English

Communications Expert

TABC Certified

Customer Service Experience(9+yrs)

Associate’s Degree

PUCT Texas Agency Training

ERCOT Texas Agency Training

Food Handlers License

Work Experience

Service Writer

Cherry Park Automotive October 2005- Current (Part Time)

Service writing in the auto industry translates to front desk office management. I would handle everything from phones to files and report directly to the business owner on a daily basis. Tasks included oversight of the mechanics as well as ensuring profit margins for sales and ordering and receiving parts. This role also included payroll duties and intensive customer service and client relations. I used Microsoft Office extensively to create memos, pitch propositions, and give extensive sales receipts.

Energy Enrollments Analyst

Champion Energy October 2015- Jan 2016

Monitor Residential and Commercial Enrollments for a large retail electricity provider nationwide. I would work directly with clients, call center agents, and TDU’s (energy delivery companies) to ensure that last minute enrollment changes were actioned as per customer request.

Customer Service Representative

Bank of America September 2014-September 2015

In a very high volume call center for one of the biggest banks in the world, I handled everything from deposits to check ordering in both English and Spanish. This industry, being very sensitive, required utmost patience and rigorous training that equipped me with the skills to de-escalate touchy situations and properly escalate calls when it was appropriate. I was tasked with using office communicator and multiple other computer programs to handle the variety of call reasons and to disposition each customer properly in the system.

Supervisor

Computershare June 2012- April 2014

While I began as a phone verification agent, within 6 months I was promoted to a supervisorial role overseeing 50 call center agents in the energy industry. I was reporting directly to the company vice president, and was in charge of training and overseeing customer enrollment & verification. We handled a variety of REP’s in the energy industry and I worked with every TDU in the state of Texas. I also would put together daily reports for the agents and track their progress. I would also handle all escalations from customer side and our client side. Microsoft Office was in daily, hourly use as I used PowerPoint for training, Excel for Reporting, Outlook for Email, and Word for interdepartmental correspondence.

Program Manager

Cypress Fairbanks Independent School District June 2010- February 2012

In this role I managed the before and after school program for an elementary school overseeing more than 150 students and 10 counselors. As a representative of the district I worked directly with parents and school staff to ensure that the program was safe, functional, and legally compliant for all students and staff. This position gave me my first extensive overview of Microsoft Office and was very typing intensive, bringing my typing speed up to 85wpm at 100%.

Education

Associates of Arts

Communications

December 2010

Lone Star College

Bachelor of Arts

Communications

Enrolled

University of Houston

Recommended Diploma

General Studies

May 2007

Cypress Falls High School

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