Experience

IRBY CONSTRUCTION

• United States
• Construction
• 1 - 100 Employee

• Customer Outreach Lead

  • Sep 2021 - Present

  • Head creation of Close-Out Team for the purpose of identifying and correcting project errors before delivery to clients.• Conduct close fielding of team concerns and spearhead teams of 4 to 18 team members, developing team goals and metrics for success.• Direct all project management duties including supervision of project deadlines and allocation of necessary resources to meet completion.• Operate as the central point of contact between client and team and bolster effective channels of communication.• Compile and organize key reports for requisitioning payment on completed projects.• Monitor and ensure team compliance with all necessary aspects such as trainings and vehicle maintenances. Show less

• Customer Outreach Trainer

  • Sep 2020 - Present

  • Designed and administered key training materials, writing and standardizing SOPs.• Orchestrated the processing of onboarding credentials for new hires.• Created and facilitated classroom, in-the-field, and virtual trainings by founding COS U (Customer Outreach University).

• Customer Outreach Specialist

  • Aug 2019 - Sep 2021

  • Liaised with customers and property owners on the details of the project and proposed equipment placement, acquiring customer agreement on easements on their property.• Served as a direct point of contact to customers via multiple channels and documenting customer relations.• Conducted research on public records to determine property ownership.• Assured adherence to safety standards and procedures for working in potentially unsafe areas.• Requested land surveys, notarized easements, and prepared easement paperwork.• Served as crucial liaison between key stakeholders such as clientele, homeowners, designers, and construction crews etc.• Coordinated with customers to learn about any existing obstacles as barriers to construction.• Conducted equipment walk-downs to support the design team in their operations, accounting for load calculations and ensuring all appropriate properties are served in project.• Operated as key problem-solver in team’s outstanding equipment concerns, escalating issues to appropriate parties. Show less


Diva Blooms
• Floral & Event Production Assistant

  • Jun 2014 - Jun 2022


Alta Resources

• United States
• Outsourcing/Offshoring
• 700 & Above Employee

• Customer Resolutions Specialist

  • Sep 2018 - Aug 2019

  • Handled and resolved inbound customer calls, emails, and online chats while consistently exceeding time and quality metrics. • Effectively troubleshot client issues by providing insightful and cost-effective solutions. • Managed placement and confirmation of product orders, ensuring fulfillment, and shipping logistics. • Processed refunds and taking product claims for lost or damaged items. • Generated sales by providing customers product and membership knowledge. • Handled and resolved inbound customer calls, emails, and online chats while consistently exceeding time and quality metrics. • Effectively troubleshot client issues by providing insightful and cost-effective solutions. • Managed placement and confirmation of product orders, ensuring fulfillment, and shipping logistics. • Processed refunds and taking product claims for lost or damaged items. • Generated sales by providing customers product and membership knowledge.


Freelance
• Egypt
• Human Resources
• 1 - 100 Employee
• Spanish-English Interpreter

  • Sep 2007 - Sep 2018


New York City Department of Education

• Substitute Teacher

  • Jun 2017 - Jun 2018

  • Facilitated courses teaching ESL, Spanish, English Language Arts and Common Branches to grades K-12. • Facilitated courses teaching ESL, Spanish, English Language Arts and Common Branches to grades K-12.


NYC Department of Education
• United States
• Primary and Secondary Education
• 700 & Above Employee
• College & Career Readiness Advisor

  • Oct 2017 - Apr 2018
• Parent Coordinator

  • Aug 2008 - Jun 2016