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• Spearheaded customer experience and sales operations by aligning service standards with revenue targets, driving
consistent brand engagement and repeat business.
• Optimized sales performance through demand forecasting, team coaching, and execution of customer-centric sales
strategies across retail channels.
• Strengthened operational effectiveness by streamlining service workflows, monitoring sales metrics, and reinforcing
service quality and customer loyalty initiatives.

• Directed day-to-day service operations while guiding a multidisciplinary team of 26 staff, ensuring productivity,
service consistency, and regulatory adherence.
• Executed structured performance assessments and monthly staff evaluations, contributing to workforce development,
accountability, and service quality improvement.
• Orchestrated workforce scheduling and resource allocation to support branch capacity planning and uninterrupted
customer service delivery.
• Sustained strong customer engagement by resolving service concerns, supporting awareness initiatives, and
overseeing accurate financial transaction processing.

• Directed branch operations, leading and supervising a workforce of 26 employees to ensure operational efficiency
and service excellence.
• Administered HR-related functions including leave management, permissions, attendance tracking, and performance
appraisals.
• Executed customer complaint resolution strategies, authorizing compensation when required to protect brand
reputation.
• Aligned branch activities with corporate policies through cross-departmental coordination and operational
compliance checks.
• Generated operational reports, managed official correspondence, and fostered a structured, high-performance work
environment.

• Oversaw complex customer cases, escalations, and service recovery actions to strengthen customer satisfaction and
retention.
• Implemented service quality improvements by analyzing feedback, identifying trends, and recommending corrective
actions.
• Mentored junior staff through on-the-job guidance, performance feedback, and customer-handling best practices.
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Coordinated with operations, finance, and logistics teams to ensure seamless service delivery and issue
resolution.
• Monitored service KPIs, response timelines, and compliance with internal customer service policies.

• Working as a branch manager in Eqilah.
• Lead and manage a team of service staff responsible for 26 employees;
5 nutrition, 2 tea boys, 2 drivers, 1 accountant, 5 Data entry staff, 4 staff for menu selection department with customers, 7 customer service staff “Reception & Call Center”.
• Doing all HR papers;
Permission, sick leaves, annual leave and salary certificate..etc.
• Handle customer complaints, disputes with satisfactory resolution.
• Making Employee’s appraisal and evaluation every month.
• Manage the daily operation of the department.
• Ensure compliance to Company Policies and procedures.
• Solve all customers complains, satisfy them and compensate them if possible.
• Monitoring completion of tasks and responsibility given to service staff from time to time.
• Branch requirements such as stationary or labor requirements.
• Prepare schedule of tasks for all employees.
• Prepare nutrition’s schedule according to diet care system.
• Facilitate work environment; so employees bring out their best with positive energy.
• Make monthly reports to the line manager “problems, staff mistakes, the need of improvement complains and suggestions”.
• Nominate the best employees by evaluating his effort within a year.
• Solve all employees’ mistakes within the system.
• Daily attendance for employees.
• Assisting Compliance Department on payment investigation by contact customers.
• Meeting with other managers to discuss possible improvements to customer service.
• Make sure that company policy and procedure is implemented and followed.
• Follow up technical problems Internet, system..etc.
• Keep in touch with customers send message of offers or discounts.
• Prepare and manage correspondence, reports and documents
• Coordinate with the drivers to take employees from or to work.
• Working hand in hand with branch operation to ensure highest level of satisfaction.

• Oversaw complex customer cases, escalations, and service recovery actions to strengthen customer satisfaction
and retention.
• Implemented service quality improvements by analyzing feedback, identifying trends, and recommending
corrective actions.
• Mentored junior staff through on-the-job guidance, performance feedback, and customer-handling best practices.
• Coordinated with operations, finance, and logistics teams to ensure seamless service delivery and issue resolution.
• Monitored service KPIs, response timelines, and compliance with internal customer service policies.

• Responded to high-volume inbound calls and digital inquiries, delivering accurate customer assistance while
managing professional email correspondence within service-level targets.
• Maintained customer records and transactional data within internal systems, contributing to sales support activities,
data accuracy, and client relationship management.
• Recorded and validated client and operational data while compiling structured reports to support management
decision-making and audit readiness.
• Facilitated cross-functional communication and front-desk operations by coordinating administrative activities,
document flow, and internal service requests.

• Delivered frontline customer support through high-volume calls and in-person reception, ensuring accurate
information handling and professional brand representation.
• Processed inquiries, service requests, and complaints while maintaining detailed records within internal tracking
systems.
• Scheduled appointments, managed call routing, and supported daily administrative workflows to improve response
efficiency.
• Applied active listening and communication techniques to resolve basic customer issues promptly and courteously.
• Maintained reception operations, documentation accuracy, and adherence to company service standards.

• Delivered frontline customer support through high-volume calls and in-person reception, ensuring accurate
information handling and professional brand representation.
• Processed inquiries, service requests, and complaints while maintaining detailed records within internal tracking
systems.
• Scheduled appointments, managed call routing, and supported daily administrative workflows to improve response
efficiency.
• Applied active listening and communication techniques to resolve basic customer issues promptly and courteously.
• Maintained reception operations, documentation accuracy, and adherence to company service standards.

• Sasco Contracting Co. as Data entry / receptionist (Determining dates for clients), (2005 - 2007)
• Four Months at Anwar Al Qatami Co, (Al Nebras)



• Typing English / Arabic.
• Answering telephones and transferring Customers calls to the right departments.
• Arranging Appointments and Filling.
• Handling the customer Service on Telephones.

• Recorded and validated client and operational data while compiling structured reports to support management
decision-making and audit readiness.
• Facilitated cross-functional communication and front-desk operations by coordinating administrative activities,
document flow, and internal service requests.