Customer Service Assistant

Hana Jamel Eddine

An enthusiastic, caring and self-motivated individual with a Master Degree in

Business English and over 7 years working experience. Hana has a keen interest in human interactions and problem-solving opportunities. She has excelled with employers of the highest caliber, working as Parent Relation Officer in Cambridge School and previously teaching in the British International School of Tunis. She is very comfortable working as part of a team and individually. Hana has a strong multitasking ability and has been recognized for excellent communication skills. Today she seeks to build a career within a highly- respected institution that will allow her to utilize her full potential and expand her knowledge to further extents.

Cambridge International School and Beta Cambridge School Doha, Qatar October 2019 - Present

Parent Relation Officer

● Communication with the parents through all channels, emails, SMS, phone calls and meetings, to answer their questions and needs. Mainly in English and Arabic.

● Work in collaboration with the management, admin staff and teachers to ensure that parents and students issues are solved.

● Being in charge of Reception, Nurse and CCTV departments to ensure the wellness of the parents without surpassing School policies and rules.

● attending meetings and training to be updated with the new policies and regulations.

The British International School of Tunis Tunis, Tunisia Arabic Teacher and Learning Support teacher Sep 2016 – Aug 2019

● Work in collaboration with the line manager to ensure the learning and well-being of the children, the safety of the environment and the proper functional use of ICT equipment.

● Maintain a respectful and friendly relationship with staff and parents.

● Prepare lessons’ plans based on the national Curriculum and/or British curriculum and the learner's ability.

● Provide various learning materials relative to the child's learning style;

(ICT, DIY Crafts, Songs, etc.) and display their work.

● Work in collaboration with other subject teachers.

● Attending Training and Webinars to develop more knowledge about the Job inquiries.

Grupo Noa International Pasadena, California. Online Customer Service Agent Feb 2015

● Attend regular trainings provided by the Call Center online.

● Be punctual and arrange schedules to meet job requirements

● Maintain complete understanding of the product and company policies

● Attend all inbound calls, offer proper solutions to customers and refer to the line manager whatever case necessary

● Work under pressure, be an objective listener and maintain high quality resolution ratio Starcom Call Center- Nabel, Tunisia

Customer Service Agent Sep 2014

● Remain courteous, professional and effective even under the highest-pressure scenarios

● Adapt to the French market and understand consumer objections and demands

● Fulfill customer requirements and provide proper solutions to expressed concerns.

● Extensive product knowledge and daily updates about novelties and policy changes

● Achieve KPI targets and maintain service quality at all times

● Generate daily and weekly detailed reports and trace every call in a clear professional format for further studies

2016 – Administrative Assistant internship Dhiatex International One Tunisia 2012 – Administration Assistant internship ESSID Company Tunisia 2013 – “English for Marketing” Certificate Compétances Sans Frontières Tunisia 2011 – Safeguarding Training, Child Protection Level 1 British International School of Tunis Tunisia 2011 – TKT Training (Teaching Knowledge Test) British Council of Tunis Tunisia 2011 – First Aid Training British International School of Tunis Tunisia

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