Experience

Pigeonly

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Chief Operating Officer

  • Aug 2019 - Present

  Las Vegas, Nevada, United States

• Director of Customer Success

  • 2015 - Present

  • Responsible for converting customer service reps to sales reps to become a sales organization. • Supervise all management activity related to sales to achieve vision and support of organizational strategies – protecting the company image as a high quality provider of customer service. • Lead a team of 10 sales representatives to overcome a wide variety of sale obstacles. • Take the lead on responding to all complaints, including BBB, Facebook, and Google reviews. • Provide… Show more • Responsible for converting customer service reps to sales reps to become a sales organization. • Supervise all management activity related to sales to achieve vision and support of organizational strategies – protecting the company image as a high quality provider of customer service. • Lead a team of 10 sales representatives to overcome a wide variety of sale obstacles. • Take the lead on responding to all complaints, including BBB, Facebook, and Google reviews. • Provide organizational leadership for customer retention by creating strategies to keep clients. • Increased CS revenue by $21,500 in a 1-year span. Maintained a 85-100% on CSAT scores. • Maintained on average a 33% closing rates on collections while executing on inbound sales calls.

• Customer Service Manager

  • Jan 2014 - Present

  Las Vegas, NV • Developed talent acquisition strategies to attract the highest quality talent for Pigeonly. • Maintained focus on immediate needs of clients to ensure excellence and client satisfaction. • Led collaboration between business and clients – managing customers and providing service. • Provided organizational leadership and was responsible for servicing a wide range of customers. • Gained knowledge of the business, and was able to use knowledge to formulate new objectives – motivating… Show more • Developed talent acquisition strategies to attract the highest quality talent for Pigeonly. • Maintained focus on immediate needs of clients to ensure excellence and client satisfaction. • Led collaboration between business and clients – managing customers and providing service. • Provided organizational leadership and was responsible for servicing a wide range of customers. • Gained knowledge of the business, and was able to use knowledge to formulate new objectives – motivating the team to consistently work together and to accomplish aggressive corporate goals. • Experienced in establishing operational quality procedures for customer service functions – identifying and resolving complex customer service problems from online sources. • Created training manual for customer service and sales dept. to standardize customer experience. • Was in charge of creating hiring advertisements, organizing company outings, participating in meetings with CEO for reporting status, and attending Customer Success and Tech conferences.



Capital One

• Egypt
• Leasing Non-residential Real Estate

• Team Lead

  • Jan 2011 - Jan 2014

  • Took about 100 calls per day and answered any and all questions related to credit card accounts. • Maintained a 97% CSAT score throughout tenure. Upsold 33%-42% of total calls monthly. • Duties included: activity reporting, tracking for teller lines, and analyzing reports and sales. • Responsibilities included: providing customer service, qualifying client eligibility, explaining different products and services available, and closely coordinating with assigned clientele. •… Show more • Took about 100 calls per day and answered any and all questions related to credit card accounts. • Maintained a 97% CSAT score throughout tenure. Upsold 33%-42% of total calls monthly. • Duties included: activity reporting, tracking for teller lines, and analyzing reports and sales. • Responsibilities included: providing customer service, qualifying client eligibility, explaining different products and services available, and closely coordinating with assigned clientele. • Maintained superior levels of customer service with the ability to organize and present information in a meaningful manner. Was highly motivated, independent, and customer-service oriented. Show less



Chic Business Management

• Founder

  • 2011 - 2014

  • Managed a successful hair salon as CEO/Owner. Organized travel events throughout the US. • Was responsible for handling a high volume of clients, business growth, and appointments. • Supervised a team of 4 stylists with an average of 20-30 clients per day. Maintained long-term customers (high margin) over a long period of time by providing outstanding customer service. • Recognized as a team player and creative thinker who worked well independently, by demonstrating energy, pride… Show more • Managed a successful hair salon as CEO/Owner. Organized travel events throughout the US. • Was responsible for handling a high volume of clients, business growth, and appointments. • Supervised a team of 4 stylists with an average of 20-30 clients per day. Maintained long-term customers (high margin) over a long period of time by providing outstanding customer service. • Recognized as a team player and creative thinker who worked well independently, by demonstrating energy, pride, confidence, organization, quality work, and a passion for selling. • Led the other salon employees and reviewed salon reports. Assisted clients who reported they were dissatisfied with services, and retained clients due to exceptional customer service skills. Show less



Bank of America

• United States
• Banking
• 700 & Above Employee

• Teller

  • 2009 - 2011

  • Performed financial transactions and interacted with clients to provide solutions to bank issues. • Acquired customer relationships by maximizing sales opportunities and ensuring customer retention for the bank by creating and implementing a high-level banking experience. • Demonstrated expertise in providing status data whenever required to increase branch sales. • Adhered to operational controls, including: legal, corporate, and regulatory standard policies and procedures to… Show more • Performed financial transactions and interacted with clients to provide solutions to bank issues. • Acquired customer relationships by maximizing sales opportunities and ensuring customer retention for the bank by creating and implementing a high-level banking experience. • Demonstrated expertise in providing status data whenever required to increase branch sales. • Adhered to operational controls, including: legal, corporate, and regulatory standard policies and procedures to consistently ensure the safety and security of customers and bank assets. • Fostered a strong sales and service culture via new employee coaching as well as staff meetings to foster an environment in which Tellers worked together as a team to achieve company goals. • Committed to efforts to implement new service behaviors to improve the customer experience. • Delivered customer service by executing financial transactions in accordance bank policies. • Trained Bank Tellers, and provided ongoing mentoring/coaching to other bank employees. • Management recognized for developing relationships with existing and potential bank clients. Show less



Preferred Real Estate

• United States
• Real Estate
• 1 - 100 Employee

• Administrative Assistant

  • 2008 - 2009

  • Provided telephone coverage to a high volume of incoming service calls made by customers. • Implemented strict accounting procedures for accounts payable, accounts receivable, and payroll. • Prepared invoices for payment, maintained filing system, and ordered all office supplies. • Recognized for accomplishment in the execution of sensitive and confidential documents. • Handled customer service activities for the organization; answered escalated customers questions, and provided… Show more • Provided telephone coverage to a high volume of incoming service calls made by customers. • Implemented strict accounting procedures for accounts payable, accounts receivable, and payroll. • Prepared invoices for payment, maintained filing system, and ordered all office supplies. • Recognized for accomplishment in the execution of sensitive and confidential documents. • Handled customer service activities for the organization; answered escalated customers questions, and provided timely administrative support to ensure customer-focused business operations. • Assisted with the management, which required organizational skills and time management. • Managed all incoming and outgoing correspondence, and ensured compliance of procedures. Show less