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Call Center Customer Service

Brooklyn, NY
September 28, 2023

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HAGIT ALON 971-***-**** Louisville, Ky

Summary Results-driven Management professional with vast and diversified experience in team and office management. Highly adept in planning, coordinating, and executing successful production strategies. Track record of improving operational stability, efficiency, and profitability. Strong collaborator with both senior management and employees. Skills

• Reliability and discretion

• Customer service-oriented

• Inventory and stock control procedures

• Initiative

• Account Receivable / Payable

• Logistics management

• Budgeting

• Leadership

• Adaptability

• Attention to details

Experience Assistant Executive Director 03/2023 - Today The Pinnacle of Louisville Louisville, Kentucky

• HR actions – recruiting, interviewing, and onboarding new employees. Directing managers with internal procedures and policies.

• Payroll – approving timesheets and payroll. •

• Devised and implemented new processes such as attendance policy and new hire procedures.

• Streamlined internal processes in the Dietary department such as keeping inventory, purchasing, and scheduling.

• Maintained close relationships with residents’ families and friends.

• Provided administrative support to the different departments and directors.

• Planned and coordinated successful events to both Employees and residents including staff meeting, holiday parties and residents’ events.

• Oversaw departmental budgets and reconciled corporate credit card statements. Office Business Manger 10/2021 – 03/2023

Park Louisville Memory Care Louisville, Kentucky

• Daily contact with payers under Account Receivable, guarantying a timely payment.

• Daily contact with vendors under Account Payables, processing, and documenting invoices.

• HR actions – recruiting, interviewing, and onboarding new employees. Assisting managers with internal procedures and policies.

• Payroll – approving timesheets and payroll. •

• Devised and implemented plans to reduce costs.

• Employee scheduling – preparing the schedule, communicating it to employees, close contact with staffing agencies.

• Employee discipline - attendance and tardiness, progressive discipline documentation, couching and counseling.

Office Manger 02/2020 - 08/2021

Columbia Laboratories Portland, Oregon

• Analyzed and optimized operations including bookkeeping, purchasing, supplies, and other clerical services.

• Supervised a team of up to 14 employees consisting of project managers, admin assistants, purchasing coordinator, samplers, and sampling supervisor.

• Wrote and revised SOPs for new and renewed procedures.

• Instilled cost saving procedures within the department and throughout the lab.

• Worked closely with the IT team to better use and improve our LIMS (Laboratory Information Management System).

Operations Manager 06/2012 - 06/2019

Packo Shipping Ltd Haifa, Israel

• Collaborated with staff to maximize customer satisfaction, streamline procedures, and improve bottom-line profitability.

• Managed daily operations, including supervising multiple team members across 2 locations: Haifa and Ashdod.

• Led the documentation department that consisted of both import and export sections.

• Coordinated between ports' service providers, port authority, vessels, governmental offices, and other shipping lines as we partnered with them.

• Managed company operations with responsibility for profit and loss, scheduling, training, and inventory control.

• Recruited, hired, and trained crew members on application of projects, customer relations and customer service.

Call Center Team Leader 06/2010 - 05/2012

Cellcom Telecommunication Haifa, Israel

• Mentored and coached junior staff members by giving positive feedback and constructive criticism.

• Compiled data for call productivity, attendance and sales reports to disseminate to call center agents, supervisors and management team.

• Trained newly hired employees by explaining job responsibilities and overseeing task prioritizing.

Travel 11/2008 - 03/2010

A Year of Traveling Out of The Country

Call Center Team Manager 11/2001 - 11/2008

Partner Communication Ltd Haifa, Israel

• Successfully managed and lead two different teams in two different call centers simultaneously.

• Trained newly hired employees by explaining job responsibilities and overseeing task prioritizing.

• Developed specific programs intended to decrease agents' turnover rates and increase their employment period.

• Identified appropriate solutions to minimize issues and quickly solve problems in between employees or escalated customer calls.

• Monitored multiple databases to keep track of all company inventory. Training NCO 10/1996 - 07/1998

Israeli Defense Army (IDF) - Education Corp

• Noncommissioned officer.

• Assist soldiers who have not matriculated and received their high school diploma, to complete 11 years of study and to go onto higher studies.

• Managed various training courses by developing curricula, instructions, documents, and written tests.

Education and Certified International Freight Forwarder: International Freight Forwarder 05/2017 Training Israeli Chamber of Commerce Haifa, Israel

• Completed professional development in Shipping Management and Freight Forwarder certificate.

Transport of Chemicals and Hazardous Materials

Department of Transportation Haifa, Israel

• Biennial course in carrying and transporting chemicals and dangerous cargo. High School Diploma

Ort Bialik High School Kiryat Bialik

Completed 12 years of study and High school diploma majoring in Biology and Psychology. References Mr. Oren Shachar - CEO of Packo Shipping Ltd/ Direct manager Phone: +786-***-****

Mrs. Sharon Rahav - Call Center manager at Partner Communication/Direct manager Phone: +972-**-***-**** (Israel)

Ms. Jennifer Rowe – Micro-lab manager/Colleague

Phone: 248-***-**** (Pacific)

Mrs. Misty Hampton – Avante Health Solutions/Personal Friend Phone: 502-***-****

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