Experience

Truly Nolen International

• United States
• Consumer Services
• 100 - 200 Employee

• Operations Manager

  • Apr 2019 - 4 years 9 months

  Riyadh, Saudi Arabia • Oversees all aspects of the customer service experience to troubleshoot processes and procedures and make improvements of customer service quality • Implements effective processes for customer service representatives to interact with customers via telephone, email, live chat or instant message • Provides training on handling of sensitive customer service issues • Makes regular reports to upper management about department milestones and progress • Holds regular meetings with… Show more • Oversees all aspects of the customer service experience to troubleshoot processes and procedures and make improvements of customer service quality • Implements effective processes for customer service representatives to interact with customers via telephone, email, live chat or instant message • Provides training on handling of sensitive customer service issues • Makes regular reports to upper management about department milestones and progress • Holds regular meetings with department staff to discuss expectations and hear team concerns • Plans and maintains departmental budget • Responsible for department recruitment and retention, as well as accurate and regular reports regarding staff changes • Coordinates with sales department to incorporate plans to increase customer satisfaction • Manages issues with the staff through assessment and subsequent corrective action protocol • Ensures work environment is compliant with all applicable laws and regulations • Maintains confidentiality regarding personnel information and customer financial data by keeping sensitive documents private and secure

• Operations Coordinator

  • Nov 2011 - Mar 2019

  • Manage large amounts of incoming phone calls. • Manage customer accounts to ensure satisfaction with services. • Contribute to the development and implementation of customer success strategies • Resolve customer inquiries, concerns, and complaints in a timely and efficient manner. • Communicate with customers through multiple channels to maintain strong relationships. • Generate sales leads and Upsell products and services to meet customer needs and… Show more • Manage large amounts of incoming phone calls. • Manage customer accounts to ensure satisfaction with services. • Contribute to the development and implementation of customer success strategies • Resolve customer inquiries, concerns, and complaints in a timely and efficient manner. • Communicate with customers through multiple channels to maintain strong relationships. • Generate sales leads and Upsell products and services to meet customer needs and preferences. • Identify and assess customers’ needs to achieve satisfaction. • Build sustainable relationships and trust with customer accounts through open and interactive communication. • Provide accurate, valid and complete information by using the right methods/tools. • Meet personal/customer service team sales targets and call handling quotas. • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. • Keep records of customer interactions, process customer accounts and file documents. • Follow communication procedures, guidelines and policies.



Japanese Embassy

• United Kingdom
• Government Administration
• 1 - 100 Employee

• Receptionist & Administrative Assistant

  • Oct 2010 - 13 years 3 months

  Khartoum State, Sudan • Greets visitors, and guests; determines the purpose of each person’s visit and directs or escorts him or her to the appropriate location. • Answers, screens, and directs phone calls to staff; takes messages and schedules appointments. • Translation. • Carries out administrative duties such as filing, typing, copying, binding, scanning etc. • Logistics. • Performs administrative and clerical support tasks. • Performs basic filing and recordkeeping. • Performs other… Show more • Greets visitors, and guests; determines the purpose of each person’s visit and directs or escorts him or her to the appropriate location. • Answers, screens, and directs phone calls to staff; takes messages and schedules appointments. • Translation. • Carries out administrative duties such as filing, typing, copying, binding, scanning etc. • Logistics. • Performs administrative and clerical support tasks. • Performs basic filing and recordkeeping. • Performs other duties if applicable. • Follow communication procedures, guidelines and policies. Show less