Nermin Nass

• Managed full restaurant operations, including staff supervision, scheduling, and performance monitoring.
• Oversaw guest relations and front-desk operations, ensuring high levels of customer satisfaction.
• Implemented social media marketing strategies to increase brand awareness and customer engagement.
• Led sales initiatives, optimizing revenue while maintaining cost efficiency.
• Trained and coached team members, fostering a collaborative and motivated work environment

• Monitor and improve sales performance and productivity.
• Overview all operational and administrative tasks.
• Motivate, encourage and inspire the-team.
• Analyze data to create the best project strategy.
• Coach team on new sales opportunities & other training needs.
• Work with B2B to insure inventory stock.
• Set clear team goals on daily basis.

• Answering incoming and outgoing calls in English & French and being the customers first point of
contact (residential & commercial)
• Multitasking by answering inbound emails and chats & using internal systems ( Desk-pro/Emails).
• Provide product informations for potential residential customers and commercial.
• signing up new potential residential customers, Home Internet/IPTV/Home Phone.
• Provide troubleshooting steps for any technical issues for a residential or business customer.
• Follow the escalation process when escalating customers to the correct department example
supervisor/manager.
• Provide any billing information via phone/email/chat or Desk-pro.
• Take care of cancellations for residential customers and business customers.
• Team leader responsibilities from 2020-July 18 2021 .
• Create an inspiring team environment with an open communication culture in my group.
• Monitor team performance and report on metrics on a day to day basis.
• Provide trainings and coaching to the Team.
• Recognize high performance and reward accomplishments.
• Fill reports on daily basis coming from our residential customers and business customers feedback
and resolve any issue or conflicts.
• Set clear team goals, Delegate tasks and set deadlines.
• Organize team building activities such as schedules absence and vacations.
• Always motivate team members, Respect the work code & work in a dynamic environment.

• Monitor incoming and outgoing calls making sure the quality and the performance are exceptional.
• Assist the team in performing administrative tasks and sales for Xerox machines.
• Provide training and assist agents in learning more about every single machine in the customer
service department.
• Handling complaints (from both staff and customers )
• Satisfy customers in every situation listen to staff calls and evaluate the quality and if any extra
training is required.
• Reporting to senior management when required.
• Always respecting senior management and labor laws.
• Create and maintain creatives for marketing materials.
• Update and gather marketing sales and trends reports.
• Attend team meetings to discuss upcoming sales goals and objectives.

• Answer incoming and outgoing calls in English and French.
• Adapt to a wide variety of situations and manage them efectively and solve complex customer
problems by providing them with advantageous solutions.
• Satisfy customer needs by answering their questions with patience.
• Propose UPCLICK products and ensure sales.
• Fill out the diferent tickets for customers who have specific queries and transfer them to retention or technical department if required.
• Be supportive for new staf on the floor.

• Answer incoming and outgoing calls in English and French.
• Adapt to a wide variety of situations and manage them effectively and solve complex customer
problems by providing them
• with advantageous solutions.
• Satisfy customer needs by answering their questions with patience.
• Propose UPCLICK products and ensure sales.
• Fill out the different tickets for customers who have specific queries and transfer them to retention
or technical department if
• required.
• Be supportive for new staff on the floor.

• Sales representative in English and French.
• Support the different type of customers and meet their needs.
• Able to work in a structured environment and achieve goals ( sales, call duration, quality and
customer satisfaction )
• Listen carefully to customers, offer Fido packages and products.
• Ensure sale after each call

• Welcome clients.
• Take in charge transactions sales .
• Help customers choose their best outfit and ensure they are satisfied at the end of their
purchase.
• Closure of the store.

• Ability to work in a team and demonstrate a positive attitude .
• Ability to understand and perform oral and written instruction in addition to seeking
clarification from customers .
• Ability to learn quickly.