Customer Service Call Center
Resume:
MAJDEDDINE AJAM
+1-240-***-**** **********@*****.*** Rockville/Maryland
EXPERIENCE
Call Center Manager
Spinneys
Managed and trained call center staff to ensure high performance and service quality.
Monitored call quality and service standards to maintain customer satisfaction. Improved processes by analyzing metrics and implementing enhancements. Coordinated with departments like logistics to resolve customer issues effectively. Prepared and reviewed performance reports on key metrics and service levels. Handled escalated customer complaints to resolve them quickly and effectively. Oversaw call center technology and CRM systems to ensure smooth operations. Developed training programs to keep staff updated on procedures and best practices.
Customer Service Manager
Virgin Megastore
03/2021 - 11/2022 Lebanon
Managed a team of customer service representatives to ensure excellent service delivery.
Implemented customer service policies and standards to uphold Virgin Megastore's reputation.
Conducted training sessions to enhance staff communication and problem-solving skills.
Monitored customer service metrics and implemented improvement initiatives. Collaborated with management to develop strategies for improving customer satisfaction.
Provided feedback and support to team members to enhance performance. Fostered a positive work environment focused on teamwork and continuous improvement.
Represented Virgin Megastore as a brand ambassador for exceptional customer service.
Front Desk Receptionist
Phoenicia Hotel
05/2020 - 02/2021 Lebanon
Managed guest arrivals and departures efficiently. Provided information and recommendations on hotel services and local attractions. Handled bookings, modifications, and cancellations. Processed payments and managed guest accounts.
Addressed guest issues promptly and professionally. Communicated with housekeeping and other departments to meet guest needs. Maintained accurate guest records and prepared daily reports. Answered and directed calls, assisted with guest inquiries, and managed wake-up calls.
Monitored and replenished front desk supplies, ensuring all materials were available for daily operations.
Sales Associate
ABC Department
01/2019 - 04/2020 Lebanon
Provided exceptional customer service by greeting customers warmly, identifying their needs, and offering assistance throughout their shopping experience. Demonstrated thorough knowledge of ABC Department's products, including features, benefits, and pricing, to effectively guide customers in their purchasing decisions.
Actively participated in team meetings and training sessions to stay updated on product knowledge, sales techniques, and company policies. Collaborated with team members to achieve sales targets and promote a positive work environment focused on customer service excellence. Addressed customer inquiries, concerns, and complaints in a professional and timely manner, resolving issues to the satisfaction of the customer and the company.
Contributed to promotional events, sales campaigns, and seasonal promotions to drive store traffic and maximize sales opportunities. SUMMARY
As a dedicated and enthusiastic professional, I bring a proactive approach and a passion for achieving results to every project. My creativity and innovation drive me to develop compelling strategies and implement effective techniques that propel success. With a strong
commitment to excellence, I connect deeply with
stakeholders, inspiring action towards shared goals. Always staying informed about industry trends, I am eager to leverage my skills and knowledge to make a meaningful impact in any environment.
SKILLS
Communication Leadership Problem-Solving
Teamwork Adaptability Time management
Customer Service Creativity
Critical Thinking Negotiation
Interpersonal skills Flexibility
Organizational skills Collaboration Analytics
Networking Strategy Marketing
VOLUNTEERING
Beirut Marathon Association
Served as a volunteer for the Beirut Marathon
Association, assisting with various tasks during
marathon events. Responsibilities included
participant registration, race logistics support, and distributing refreshments. Contributed to the
smooth execution of events, ensuring a positive
experience for participants and spectators alike.
Animals Lebanon
Contributed as a volunteer for Animals Lebanon, a
non-profit organization dedicated to improving
animal welfare. Assisted with animal rescue efforts, rehabilitation, and care activities. Supported
community outreach initiatives to raise awareness
about animal rights and welfare issues. Played a
role in advocating for the protection and well-being of animals in Lebanon.
FoodBlessed
Volunteered with FoodBlessed, a non-profit
organization dedicated to fighting hunger and food waste in Lebanon. Contributed by sorting and
packaging donated food items for distribution to
families and individuals in need. Collaborated with a team of volunteers to ensure efficient
organization and distribution of food resources.
Played a role in addressing food insecurity and
reducing food waste in the community through
hands-on volunteering efforts with FoodBlessed.
LANGUAGES
English
Native
Arabic
Native
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EXPERIENCE
Customer Service Representative
Alfa Telecom
02/2018 - 11/2018 Lebanon
Successfully resolved a high volume of customer inquiries on a daily basis, ensuring timely and satisfactory resolutions.
Received recognition from supervisors for consistently delivering exceptional service and maintaining a positive customer satisfaction rating. Received praise from customers for demonstrating empathy, patience, and professionalism in addressing their concerns and inquiries. Consistently adhered to company policies and procedures while finding creative solutions to meet customer needs and expectations. EDUCATION
High School Diploma
Hariri High School 3
2020
Bachelors Degree-Digital Marketing
American University of Science and Technology
2024
INTERNSHIPS
Digital Marketer
Diatronik Company
09/2023 - 12/2023
During my four-month internship at DAC Company, I
gained hands-on marketing experience, quickly adapting to challenges and applying theory to practice. This experience sharpened my skills in strategy, collaboration, and problem-solving, preparing me to contribute
effectively in a professional setting.
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