Reading
Dana Al Najjar
Offıce Assistant
Istanbul
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Job Title position. Ready to help team achieve company goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
18
18
years of professional experience
11
11
years of post-secondary education
10
10
Certifications
2
2
Languages
Work History
Customer Service Representative
Yeşillik
Istanbul
03.2023 - Current
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Processed customer service orders promptly to increase customer satisfaction.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed timely and effective replacement of damaged or missing products.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promptly responded to inquiries and requests from prospective customers.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved accounting, service and delivery concerns.
- Maintained up-to-date knowledge of product and service changes.
Supervisor
Al Mamoun International Inistitute
Damascus
12.2020 - 06.2021
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Achieved results by working with staff to meet established targets.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained database systems to track and analyze operational data.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Gathered, organized and input information into digital database.
- Educated staff on organizational mission and goals to help employees achieve success.
Human Resources Assistant
Al Sham Private University
Damascus
09.2020 - 12.2020
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Delivered friendly assistance with new hires throughout interviewing and hiring process.
- Screened applicant resumes and coordinated both phone and in-person interviews.
- Processed employee termination paperwork at direction of supervisory staff.
- Answered and redirected incoming phone calls for office.
- Coordinated itineraries and scheduled appointments for human resources staff.
- Processed documentation for employee actions such as new hires, grievance resolutions and terminations.
- Participated in job fairs to recruit new talent.
- Converted employee status from temporary to permanent.
- Scheduled and coordinated interviews between hiring managers and potential candidates.
Secretary
IUST University
Damascus
09.2015 - 09.2018
- Scheduled appointments and conducted follow-up calls to clients.
- Handled daily scheduling tasks and provided administrative support for entire department.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Answered multi-line phone system and enthusiastically greeted callers.
- Drafted agendas, recorded minutes and generated documents to facilitate meetings.
- Assisted coworkers and staff members with special tasks on daily basis.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Completed forms, reports, logs and records to quickly handle all documentation for human resources.
- Performed research to collect and record industry data.
Teacher
Locally Schools
Damascus
09.2013 - 05.2015
Office Assistant
MTN Mobile Telephone Network Group
Damascus
06.2006 - 01.2008
- Completed clerical tasks such as filing, copying, and distributing mail.
- Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
- Interacted with customers by phone, email, or in-person to provide information.
- Collaborated with various departments to complete assigned tasks.
- Maintained and updated office records, both digital and physical.
- Scheduled and coordinated travel arrangements for office staff members.
- Ordered office supplies and kept office stocked with needed resources to operate smoothly.
- Submitted employee payroll documentation weekly to avoid errors and kept employees paid accurately and on time.
- Prepared and edited documents to produce precise, accurate and professional communication.
- Managed daily data entry and kept clerical information accurate and up-to-date.
- Created purchase orders and tracked invoices to avoid missed or delayed shipments.
- Organized events and meetings to maximize capacity and keep event venues running smoothly.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Processed incoming and outgoing mail and packages according to established procedures.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Coordinated and scheduled meetings and appointments.
- Purchased and maintained office supplies.
- Assisted with onboarding of new employees.
- Informed and supported business leaders through consistent communication and administrative support duties.
- Created and maintained detailed records of all office activities.
- Supported staff on special assignments and ad hoc projects.
- Input data into spreadsheets and databases.
- Promptly received and forwarded incoming communications, such as phone calls, emails and letters, to appropriate staff.
Technical Section Secretary
ACO AlAboud Consultant Office
Damascus
05.2005 - 06.2006
- Proven ability to develop and implement creative solutions to complex problems.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Identified issues, analyzed information and provided solutions to problems.
- Managed time efficiently in order to complete all tasks within deadlines.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Education
Excellent - Elementary Education
Al Mansour Elementary School
Baghdad, Iraq 09.1986 - 05.1991
Good - College of Languages, English Dep.
Baghdad University
Baghdad, Iraq 10.2017 - 06.2001
Good - High School
Alakeeda High School
Baghdad, Iraq 09.1997 - 06.2017
Good - Primary School
Al Qadesiya Primary School
Baghdad, Iraq 09.2012 - 06.2015
Skills
Staff education and training
Accomplishments
- Achieved Result by completing Task with accuracy and efficiency.
- Supervised team of Number staff members.
- Achieved Result through effectively helping with Task.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with team of Number in the development of Project name.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Cashier - Achieved highest Number of new credit accounts opened within one-month period.
Additional Information
- Excellent dealing with both English and Arabic correspondence.
- Speed typing
- Good dealing with Microsoft office especially word and excel.
- Handle outputs and inputs.
- Working with team.
- Punctuate.
- Organized.
- Work under pressure.
Certification
English intermediate 2
Interests
Writing
Painting
Walking
Learning
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative
Yeşillik
03.2023 - Current
Supervisor
Al Mamoun International Inistitute
12.2020 - 06.2021
Human Resources Assistant
Al Sham Private University
09.2020 - 12.2020
Business Administration training program
03-2019
Advanced Excel
12-2018
NLP
10-2018
Good - College of Languages, English Dep.
Baghdad University
10.2017 - 06.2001
Secretary
IUST University
09.2015 - 09.2018
Teacher
Locally Schools
09.2013 - 05.2015
Good - Primary School
Al Qadesiya Primary School
09.2012 - 06.2015
English for Business
08-2008
Office Assistant
MTN Mobile Telephone Network Group
06.2006 - 01.2008
ICDL
02-2006
Intermediate English Conversation
01-2006
Technical Section Secretary
ACO AlAboud Consultant Office
05.2005 - 06.2006
English intermediate 2
09-2002
Website design
07-2002
Microsoft Word for beginners and advanced
02-2002
Microsoft Windows
02-2002
Good - High School
Alakeeda High School
09.1997 - 06.2017
Excellent - Elementary Education
Al Mansour Elementary School
09.1986 - 05.1991