Administrative Assistant/Service Coordinator
Mohsin Haider Darwish LLC
Total years of experience :8 years, 8 Months
COAT Division -Muscat, Muscat Governorate
•Directed guests and routed deliveries and courier services.
•Screened applicant resumes and coordinated both phone and in-person interviews.
•Opened and properly distributed incoming mail.
•Assisted with event planning, including associated travel and logistical arrangements.
•Compiled company information and related material and distributed it to candidates.
•Compiled annual recommendations for end of fiscal year budgets.
•Ordered and distributed office supplies while adhering to a fixed office budget.
•Coordinated domestic and international travel arrangements, including booking airfare, hotel and transportation.
•Answered and managed incoming and outgoing calls while recording accurate messages.
•Helped distribute employee notices and mail around the office.
•Maintained a clean reception area, including lounge and associated areas.
•Obtained signatures for financial documents and internal and external invoices.
•Coordinated board and committee meetings, including schedules and information preparation and distribution.
•Answered and quickly redirected up to 30 calls per day .
•Created detailed expense reports and requests for capital expenditures.
•Greeted numerous visitors, including VIPs, vendors and interview candidates.
•Organized all new hire, security and temporary paperwork.
•Screened all visitors and directed them to the correct employee or office.
•Planned and coordinated logistics and materials for board meetings, committee meetings and staff events.
•Processed client rebate reconciliation, reporting and check requests.
•Served as corporate liaison between the finance, IT and marketing departments.
•Managed office supplies, vendors, organization and upkeep.
•Assisted senior recruiting staff with career fairs and recruiting events.
•Assessed urgency and priorities before accepting or declining appointments and meetings with the Directors &CEOs.
•Coordinated, scheduled and arranged meeting and travel calendars, including business and social events
Acted professionally and patiently when addressing negative customer feedback.
•Improved call centre functionality and service capacity by resolving customer complaints efficiently and quickly.
•Gathered and verified all required customer information for tracking purposes.
•Mastery of customer service management systems and databases.
•Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call centre environment.
•Referred unresolved customer grievances to designated departments for further investigation.
•Managed high call volume with tact and professionalism.
•Answered a constant flow of customer calls with up to \[Number\]calls in queue per minute.
•Addressed and resolved customer product complaints empathetically and professionally.
•Accurately documented, researched and resolved customer service issues.
•Oversaw call centre employees to ensure customer satisfaction goals were consistently met.
•Analysed call volume and average call time to monitor Customer Service Representative performance and productivity.
•Defused volatile customer situations calmly and courteously.
•Identified chronic customer issues by creating and maintaining customer complaint log.
•Initiated operations improvements to improve overall call centre productivity.
•Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
•Managed call centre from initial start-up to full operational status.
•Developed all process controls and metrics for daily management of the Call Centre.
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