Customer Service Call Center

Imane Haddada

Los Angeles, CA ***** 323-***-**** *******@*****.***

Summary

As a dedicated and knowledgeable professional with extensive experience in business leadership, staff management, and customer service, I seek to bring my abilities to add value to your company. I am a self-motivated individual with a proven track record of success driving productivity and efficiency.

Professional Experience

West Medical — Los Angeles

Call Center Director February 2020 - Present

Lead and drive the Call Center Change/Project Management functions.

Collaborate with Clinical Operations Leadership in establishing projects.

Prioritizations, forecasting weekly call volumes, and interpreting reports and vital metrics to support strategic plans.

Partner with division/department contributors to garner physician alignment around scheduling, registration, referral processes, and patient navigation.

Lead and cultivate a positive team environment and provide ongoing guidance and career development opportunities to direct reports. Develop and motivates staff driving to high levels of engagement and satisfaction.

Lead weekly meetings and daily reviews of activities to ensure program success.

Determine the appropriate qualifications for hiring staff. Ensure that staff is fully proficient in their skills by providing mentorship and development. Evaluate staff performance and take appropriate disciplinary action according to company policies and procedures. Maintain and evolve the Access leadership infrastructure as the work expands.

Accountable for developing and meeting company goals while supplying expertise and guidance on operations, projects, and systems.

Work closely with marketing vendors and establish plans to capture more audience interested in our procedures and improve patient’s satisfaction.

Partner with digital team to showcase our brand and stories.

Provide strategic thought leadership and drive continuous improvement to advance workforce planning capabilities.

Work seamlessly with finance to provide monthly Call center and marketing financial forecasts to the CEO.

Baysun Solar — Los Angeles

Call Center Director, February 2018 - February 2020

Manage and oversee on-site and remotely multiple departments.

Facilitating lead generation operations and procedures.

Build and maintain lasting customer relationships, ensuring consistent and timely communication.

Fulfill customer demands and requirements, exceeding expectations and encouraging repeat business.

Measure KPI’s on daily basis, collecting data for success and consistency metric evaluation.

Streamline implementation of marketing plans and ventures.

Develop positive and productive office culture encouraging employee growth, focus, and success.

Oversee operations and activities of customer service and sales teams.

Collaborate with recruiting department to maintain effective staffing levels.

Improved customer satisfaction levels and deliver quality service with facilitated communications.

Built national and international lines of communication, provided lead flow and facilitation, drove sales, improved profits, exceeded goals and expectations.

WEST COAST CENTER — Los Angeles, CA

Chief Operation Officer, August 2014 – December 2017

Oversaw 300 employees from the Los Angeles Headquarters to the Philippines effectively.

Managed the Inside Sales Department, successfully generating over $1M monthly through innovative strategy and communications.

Directed Human Resources responsibilities and all legal according to needs.

Handled budget and revenue to achieve organizational objectives.

Coordinated with the CEO on two-year and five-year plans to optimize corporate growth and evolution.

Assisted CFO with financial projections and analysis of current programs and policies, in order to identify opportunities for improvement.

Provided leadership to staff members in area of responsibility, maintaining highest standards of performance, and led service employees, implementing training in leadership and technical skills.

Spearheaded budgeting and resource allocation in collaboration with other C-level executives and the senior management team.

Ensured alignment of program initiatives and goals with core values and culture.

VXI GLOBAL SOLUTIONS, Inc — Los Angeles, CA

AT&T Teleconference Operations Supervisor, May 2010 – August 2014

Ensured highly effective operations, contributing to strategic plans and reviews, and implementing high quality customer service techniques to maintain productivity and efficiency.

Managed employees, delegating duties and monitoring performance, as well as assigning schedules and providing coaching, serving as an on-the-job mentor.

Contributed to various recruiting and hiring initiatives and activities, including reviewing resumes and applications, interviewing candidates, and participating in final selection.

Identified and implemented process improvement recommendations including adjusting systems and staffing, and monitoring calls to improve customer service.

Resolved escalated calls, applying negotiation, conflict resolution, and interpersonal abilities.

Developed and led successful training programs, analyzing performance and issues, generating new approaches, standardizing methodologies, and preparing comprehensive staff manuals.

Prepared reports for upper management on a weekly and monthly basis after analyzing relevant information, providing suggestions for recommended changes.

Oversaw incoming client communication by telephone and internet, ensuring suitable coverage.

Maintained exceptional standards of customer service, including ensuring adequate staffing, maintaining inclusive hiring practices, providing coaching, and delivering feedback.

Processed payroll for dozens of employees bi-weekly, processing bonuses and leave time.

Established and maintained metrics to assess team performance and productivity and maintain standards and goal achievement.

Documented and updated customer service procedures and training manuals

PROFESSIONAL COMPUTER CONSULTANTS, Inc — Los Angeles, CA

Customer Service and Sales Manager, July 2009 - May 2010

Assisted CEO with Sales, Marketing and Customer Service support.

Manage the sales administration function, operational reporting, streamlining process and systems wherever possible, and advising senior management on maximizing business relations and creating an environment where customer service n flourish.

Assist by identifying consumer requirements, defining market, competitor’s strengths, and weaknesses.

Obtain profitable results through the sales team by developing the team through motivation, counseling, skills development, and product knowledge development.

Analyze statistics and data to determine the level of customer service the team is providing.

Recruit, train, assign, coach, monitor, communicate job expectations and review compensation actions.

Report directly to the CEO by collecting, analyzing, and summarizing data and results.

SOFITEL PARIS LA DEFFENCE — Paris, France

Assistant Sales Manager, September 2006 – December 2008

Assisted the sales manager in developing and implementing all sales and marketing efforts for the hotel, communicated with multiple departments and personnel, and followed up with prospects.

Targeted local businesses and organizations to gain their patronage for events and meetings.

Provided exceptional presentations for prospective clients regarding available offered services.

Assistant Banquet Manager, August 2005 - September 2006

Assisted the Banquet Manager with the management, direction, and organization of banquet activities in order to ensure a successful function, and secure high return and referral rates.

Worked closely with clients to understand all requirements and needs and deliver accordingly.

Collaborated with all maintenance, kitchen, and custodial staff members to organize events.

Training Experience

RIAD AL SALAM — Casablanca, Morocco

Reception, Customer Service & Reservations, 2003

ROYAL MIRAGE “SHERATON” — Marrakech, Morocco

Banquet Services & Convention Events, 2004

HOTEL ABOU NAWAS — Hammamet,Tunisia

Assistant of the Restaurant Manager, 2004

Education

BACHELOR OF TOURISM AND INTERNATIONAL HOTEL MANAGEMENT

University of Perpignan, France, 2005

ASSOCIATE OF INTERNATIONAL HOTEL MANAGEMENT

University of Eshotel, France, 2004

Technical & Lingual Proficiencies

Language Proficiencies:

Arabic, French and English

Technical Proficiencies:

Micros Fidelio, Microsoft Office Suite, Multiple Call Center Platforms and Softwares.

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