Executive Assistant Reservation Agent

Souzan Hanna

Dublin, CA 415-***-****

************@*****.***

Professional Summary

As a customer focused professional, I bring 21 years of experience in customer service and customer relation management. I excel at problem solving, critical thinking and project planning. I bring a high standard of professional excellence that combines proven methods with accountability, allowing me to consistently exceed expectations and deliver exceptional results.

Skills & Expertise

Front Desk Services

Customer Relations

Customer Acquisition

Team Management

Time Management

Escalation & Resolution Mgmt.

Problem Solving

Microsoft Office

Scheduling

Cash Management

Certified ITIL-Services ITIL

ISO Certificates (9001)

Planning

OHSAS 18001- QA Internal

Audit

OHSAS 18001- Health and

Safety Quality Management-

ISO 9001

Development

Professional Experience

Lead Associate operation at JPMorgan Chase &Co. (August,2021 Up to date)

• Training and leading Associate’s bankers on daily transactions

• Auding

• Assisting Customers

• Maintaining Cyber Security

• Audit and follow -up on Co. safety measures

• Follow up on defense from robberies

• Leading the 5 keys of company business success

Controller Online operation Controller (2016 – up to July 2021) Nael Machinery & Industrial Equipment – International

• Provide guidance and direction to internal team for improving Sales operational.

• Assist in streamlining business processes at business unit level to achieve business goals.

• Assist Operations Manager in preparation for Sales operation reviews.

• Ensure business operations are in compliance with company policies and best practices Manager Call Center Service Desk (1999 – 2016)

Diyar United Company- Kuwait

Diyar United is a Kuwait based Information Technology Solution provider, established in 1980, ranked 5th worldwide most competent Microsoft partner..

• Assisted in the Customer Sales Cycle Management through thorough research and analysis resulting in sales referrals to sales team with deals in the range of 100K+

• Maintained Customer Technology and Business Profiles

• Customer relations Management

• Vendor Coordination

• Cross Functional Training for sales team to increase repeat client target

• Active Liaison between Executives/Upper Management and External customers/resources

• Contract acquisition leading to building clientele supported by high percentage of referral business and exceeding targets.

• Logistics Lead

• Leading annual employee evaluation.

Executive Assistant (1995 –1999)

Diyar United Company- Kuwait

• Front desk customer service

• Manage meeting schedules, training and travel reservations

• Event planning

• Maintenance of office supplies

• Human resources division hiring

• Reports and presentation Master

• New hire lead

• Assisted in Account Payable data collection and reporting

• Maintaining employee files

Early Career (1992-1995)

• Front Office Agent (Radisson Hotel- Kuwait)

• Financial group for investment-(Kuwait)

• Ticketing/Reservation Agent

• Front Desk Sonesta Hotels- (Cairo, Egypt)

Education & Professional Development

• Saint Clarrie’s British School ( Completed Advanced of 12 Years)

• Bachelor of Commerce ( completed of 4 Years)

Ain Shams University – Cairo, Egypt

Major Accounting & Business Administration

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