Khaled Mouneimne

• Promoted to Senior in April 2026, taking on responsibility for
the teams daily coordination, escalation handling, and quality
oversight
• Handle 80-120 daily interactions as the main contact for VIP and
enterprise clients across the UAE and international markets, via
calls, chat, and email
• Resolve complex and sensitive escalations end to end, staying
with cases until closed and following up proactively - consistently
contributing to improved CSAT
• Manage the teams daily workflow - scheduling, coverage, and
escalation routing - and bring performance, quality, and conduct
feedback directly to management
• Built and standardized client communication templates and
response workflows that the team now uses daily, cutting
response times and making outputs more consistent
• Trained and mentored 8+ new hires, getting them up to speed
on SLA expectations and service standards quickly
• Use CRM and case management tools to keep on top of the
backlog, track team capacity, and feed into operational reports

• Handle daily inbound and outbound communications with customers and clients through
chats, calls, and email tickets, providing timely support and resolving issues effectively
• Support on the logistical and operational aspects of the flow of work
• Unified company templates to improve consistency and efficiency
• Shadow-train new team members and share daily knowledge across the department
• Maintain service quality during peak seasons while under pressure
• Use internal tools and systems for efficient task management and reporting
• Work with different teams to resolve service issues quickly

• Ran projects end to end for U.S.-based facility management
clients, coordinating teams and keeping deliverables on track
• Managed and supported team members directly, keeping
accountability high and execution consistent
• Trained new hires and got them productive quickly
• Managed direct client communication throughout project
lifecycles
• Worked closely with the CEO and senior management on
operational priorities and team direction
• Oversaw billing and invoicing processes to ensure accuracy and
timely payments

• Coordinated multiple projects for U.S.-based facility management
companies, managing timelines and deliverables
• Recruited, outsourced, and onboarded technicians to meet
project requirements
• Maintained consistent client communication and satisfaction
across active projects
• Drafted project proposals and supported client negotiations
• Managed invoicing, payment tracking, and collections
• Tracked project progress through internal systems and client
portals, flagging delays and keeping timelines honest

• Assisted with systemizing and automating company operations.
• Prepared and presented project updates to stakeholders.
• Organized and managed company historical data.
• Attended site visits for workflow analysis.
• Supported internal management functions.
• Acted as international procurement intern officer.
• Researched suppliers and developed relationship with vendors.
• Assisted in inventory management, compliance achievement, and documentations.

• Coordinated procurement and project tracking across active
engineering and contracting jobs
• Prepared project updates and reports to support management
decision-making
• Helped reorganize workflow documentation and historical project
data, making records easier to access and reference
• Joined site visits to observe operations and identify workflow
inefficiencies
• Supported international procurement, supplier research,
inventory tracking, and compliance documentation.

• Semi-volunteer work
• Managed Excel-based data entry and administrative tasks to support organizational
operations.
• Served as secretary, overseeing documentation, scheduling, and correspondence.
• Led volunteer teams during events, ensuring effective coordination and execution.
• Organized logistics for major events, including Beirut Marathon stations and various
camps.
• Contributed to planning and facilitating workshops focused on community development.

• Supported kitchen, bar, and bakery operations, ensuring smooth service flow.
• Maintained high hygiene standards by polishing cutlery and dishware.
• Assisted with food preparation, including cutting and packaging bread