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Mariam Khodor, Customer Service & Call center Manager

Mariam Khodor

Customer Service & Call center Manager·Al Shams,

Lebanon

High school or equivalent, Arts And Media

Work experience

Total years of experience: 9 years, 5 months

Customer Service & Call center Manager

July 2025 - Present

Al Shams,

Beirut, Lebanon

July 2025 - Present

Leading a high-volume call center handling 250-300+ orders per day with strong focus on speed and accuracy
Improved order accuracy by 90%, reducing daily mistakes from 8-12 to 0-1 through coaching and QA monitoring
Increased total order volume by 25% by optimizing call handling, recovery calls, and upselling performance
Launched structured upselling scripts, boosting add-on sales by 30% across delivery orders
Introduced callback system and Toters chat monitoring, improving conversion of missed calls by 100%
Streamlined dispatch coordination, cutting delivery delays and routing errors by 20%
Built and trained a motivated team, standardizing SOPs, performance reviews, and workflow accountability
Collaborated directly with management to improve CX, retention, and campaign success
Company industry:
Catering, Food Service, & Restaurant
Job role:
Management

Customer Service Manager

July 2024 - Present

al shams restaurant

Beirut, Lebanon

I found this job using Bayt.com

July 2024 - Present

Dynamic and results-driven Customer Service & Call Center Manager with over 10 years of experience in leading high-performance teams, optimizing call center operations, and elevating customer satisfaction in fast-paced environments. Proven expertise in improving service quality, reducing errors, enhancing communication workflows, and driving performance through structured training, data-driven decision making, and KPI management.

Skilled in developing and implementing SOPs, automation tools, and upselling strategies that contribute directly to revenue growth and brand reputation. Strong ability to motivate staff, manage disciplinary procedures, and foster a culture of accountability, professionalism, and customer-centric excellence.

Successfully collaborated with management across departments including Dispatch, Delivery, Marketing, and HR to ensure seamless operational efficiency and consistent customer experience across all touchpoints.
Company industry:
Catering, Food Service, & Restaurant
Job role:
Management

Patient Services Coordinator & CMO Assistant

January 2022 - January 2025

Aman hospital,

Doha, Qatar

January 2022 - January 2025

Managed scheduling across clinics, ensuring smooth daily operations.
Reduced patient complaints through proactive communication and issue
resolution.
Assisted the CMO with reports, meeting coordination, and insurance
verifications.
Served as a key liaison between clinical teams and executive office.
Company industry:
Other Healthcare Services

Customer service and Sales manager

September 2020 - May 2022

Rayane's beautiful homes

Beirut, Lebanon

September 2020 - May 2022

Boosted sales through client relationship management and
upselling
Designed CRM tools to enhance follow-up and customer feedback
Supervised and trained a sales team and new joiners.
Coordinated with management on promotions and product
displays
Company industry:
Retail & Wholesale
Job role:
Customer Service and Call Center

Customer service and sales manager

January 2020 - April 2022

Rayane’s home,

Beirut, Lebanon

January 2020 - April 2022

Boosted sales through client relationship management and upselling.
Designed CRM tools to enhance follow-up and customer feedback.
Supervised and trained a sales team and new joiners.
Coordinated with management on promotions and product displays.
Company industry:
Retail & Wholesale

front desk supervisor

January 2018 - August 2020

Alife Hotel

Beirut, Lebanon

January 2018 - August 2020

Led front desk team to ensure smooth daily operations and
guest satisfaction
Trained and supervised staff to maintain consistent service
quality
Coordinated with other departments to resolve issues and
improve workflow
Company industry:
Hospitality & Accomodation
Job role:
Hospitality and Tourism

Front End Supervisor

January 2018 - January 2020

Alife Hotel,

Beirut, Lebanon

January 2018 - January 2020

Led front desk team to ensure smooth daily operations and guest satisfaction.
Trained and supervised staff to maintain consistent service quality.
Coordinated with other departments to resolve issues and improve workflow.
Company industry:
Hospitality & Accomodation

call center manager

January 2017 - January 2018

J’s restaurant

Beirut, Lebanon

January 2017 - January 2018

Led cashier and customer service operations in a high-volume
retail environment
Managed staff scheduling, reporting, and resolution of customer
issues
Conducted daily team briefings and enforced safety and hygiene
standards
Company industry:
Catering, Food Service, & Restaurant
Job role:
Customer Service and Call Center

Call Center manager

January 2017 - January 2018

j’s Restaurant,

Beirut, Lebanon

January 2017 - January 2018

Led daily call center operations and ensured fast, accurate order processing
Trained and supervised agents to deliver excellent customer service
Coordinated closely with delivery and kitchen teams to prevent delays and
mistakes
Managed staff scheduling, reporting, and resolution of customer issues.
Conducted daily team briefings and enforced safety and hygiene standards.
Company industry:
Catering, Food Service, & Restaurant

Education

LIU University

October 2030

October 2030

High school or equivalent, Arts And Media

Lebanon

GPA (point): 3.8 out of 5

GPA (point): 3.8 out of 5

Lebanese International University

June 2025

June 2025

High school or equivalent, Radio tv student

Lebanon

GPA (point): 3.5 out of 5

GPA (point): 3.5 out of 5

I'm an undergraduate

Skills

Social Skills
Expert
Social Skills
Expert
Multitasking
Expert
Multitasking
Expert
Deal making
Expert
Deal making
Expert
Innovative Problem Solver
Expert
Innovative Problem Solver
Expert
Creativity
Expert
Creativity
Expert
Fast learner
Expert
Fast learner
Expert
Decision making
Expert
Decision making
Expert
Team work
Expert
Team work
Expert
CONFLICT RESOLUTION
Intermediate
CONFLICT RESOLUTION
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
COACHING
Intermediate
COACHING
Intermediate
KPI REPORTING
Intermediate
KPI REPORTING
Intermediate
MICROSOFT EXCEL
Intermediate
MICROSOFT EXCEL
Intermediate
MICROSOFT OUTLOOK
Intermediate
MICROSOFT OUTLOOK
Intermediate
MICROSOFT WORD
Intermediate
MICROSOFT WORD
Intermediate
PERFORMANCE APPRAISAL
Intermediate
PERFORMANCE APPRAISAL
Intermediate
PROCESS IMPROVEMENT
Intermediate
PROCESS IMPROVEMENT
Intermediate
Customer Service
Expert
Customer Service
Expert
Administration
Expert
Administration
Expert
Teamwork
Expert
Teamwork
Expert
Management
Expert
Management
Expert
Marketing
Intermediate
Marketing
Intermediate
Microsoft Office
Expert
Microsoft Office
Expert
Social Skills
Expert
Social Skills
Expert
Multitasking
Expert
Multitasking
Expert
Deal making
Expert
Deal making
Expert
Innovative Problem Solver
Expert
Innovative Problem Solver
Expert
Creativity
Expert
Creativity
Expert

Languages

Arabic

Native Speaker

English

Expert

French

Beginner

Training and Certifications

Certifications
Toefl
toefl Juniors
Sep 2013

Hobbies and interests

Acting