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Razane Sinno, Team Manager - Lebanon Branch

Razane Sinno

Team Manager - Lebanon Branch·Swapp U.A.E

Lebanon

Bachelor's degree, Human Resources Management

Work experience

Total years of experience: 15 years, 6 months

Team Manager - Lebanon Branch

September 2022 - February 2023

Swapp U.A.E

Beirut, Lebanon

September 2022 - February 2023

- Managed a team of 18 workers from several departments, ensuring adherence to company protocols and standards
- Monitored team performance and provided regular feedback, coaching, and training to improve individual and team performance
- Developed and implemented policies and procedures to improve efficiency and ensure compliance with company regulations and standards
- Prepared reports and analyzed data to identify trends, areas of improvement, and opportunities for growth.
- Collaborated with senior management and Dubai regional management office to develop and implement productivity-boosting tactics
Company industry:
Motor Vehicle Passenger Transport
Job role:
Management

Customer Relations Supervisor

June 2022 - February 2023

Swapp U.A.E

Beirut, Lebanon

June 2022 - February 2023

- Identified opportunities for process improvement and provided feedback to enhance customer experience
- Managed a team of 6 Customer Relations Specialists ensuring compliance with company processes and procedures
Company industry:
Motor Vehicle Passenger Transport
Job role:
Customer Service and Call Center

Customer Relations Specialist

March 2022 - May 2022

Swapp U.A.E

Beirut, Lebanon

March 2022 - May 2022

- Monitored orders from placement to completion addressing any issue and ensuring smooth customer experience
- Investigated, resolved, and answered customer queries and complaints in timely and professional manner
Company industry:
Motor Vehicle Passenger Transport
Job role:
Customer Service and Call Center

Customer Support Manager

July 2019 - November 2021

Markit LLC

Beirut, Lebanon

July 2019 - November 2021

- Responded promptly to consumer requests and enquiries made via a variety of channels
- Coordinated with different stakeholders to develop strategies to enhance productivity and customer experience
- Acted as a mediator between customers and store employees to resolve issues and conflicts
- Resolved all customer complaints in a professional manner delivering a proactive customer service approach
Company industry:
Internet & E-commerce
Job role:
Information Technology

Guest Relations Supervisor & Front Desk Supervisor

April 2014 - October 2018

Saifi Suites Hotel

Beirut, Lebanon

April 2014 - October 2018

- Developed promotion strategies that lead to a 15% increase in returning customers along with the daily supervision and monitoring of hospitality tasks
Company industry:
Hospitality & Accomodation
Job role:
Hospitality and Tourism

Guest Relations Officer

April 2012 - September 2013

Le Commodore Hotel

Beirut, Lebanon

April 2012 - September 2013

- Developed promotion strategies that lead to a 15% increase in returning customers along with the daily supervision and monitoring of hospitality tasks
Company industry:
Hospitality & Accomodation
Job role:
Hospitality and Tourism

Project Coordinator / Assistant Chairman

November 2009 - October 2011

LibanCall

Beirut, Lebanon

November 2009 - October 2011

 Planned and monitored a number of projects to ensure projects were met within appropriate deadlines
 Implemented standard operating procedures to improve existing systems and promote routinization and consistency on different projects
Company industry:
Telecommunications
Job role:
Management

Customer Service Officer

August 2007 - February 2009

Al Mazaya Real Estate

Dubai, United Arab Emirates

August 2007 - February 2009

 Assisted in the planning, promotions, and customer interaction strategies for various conferences and property shows, such as Cityscape Dubai (2007), World Property Show Dubai (2007), and International Property Show (2008)
 Provided updates to clients on the statuses of ongoing projects and potential opportunities
 Managed customers relationships and complaints, including face-to-face communication and written correspondence
LibnanCall
Company industry:
Real Estate
Job role:
Customer Service and Call Center

Executive Assistant

February 2005 - June 2007

LibnanCall

Beirut, Lebanon

February 2005 - June 2007

 Provided executive support to Vice President for all administrative tasks and day-to-day operations
 Coordinated and synchronized executive’s calendar for international travel, meetings, and speaking engagements
Company industry:
Telecommunications
Job role:
Administration

Education

Haigazian University

February 2022

February 2022

Bachelor's degree, Human Resources Management

Lebanon

Abdul Hadi El Dibiss Institute

September 2005

September 2005

High school or equivalent, Marketing

Lebanon

St. Joseph de L’Apparition

June 2000

June 2000

High school or equivalent, Marketing

Lebanon

Skills

Customer Service
Expert
Customer Service
Expert
Training
Expert
Training
Expert
Leadership
Expert
Leadership
Expert
Multitasking
Expert
Multitasking
Expert
Problem Solving
Expert
Problem Solving
Expert
ADMINISTRATION
Expert
ADMINISTRATION
Expert
BUSINESS DEVELOPMENT
Expert
BUSINESS DEVELOPMENT
Expert
CONFERENCES
Expert
CONFERENCES
Expert
CUSTOMER RELATIONS
Expert
CUSTOMER RELATIONS
Expert
CUSTOMER SERVICE
Expert
CUSTOMER SERVICE
Expert
DATABASE ADMINISTRATION
Expert
DATABASE ADMINISTRATION
Expert
FEATURES
Expert
FEATURES
Expert
MANAGEMENT
Expert
MANAGEMENT
Expert
MARKETING
Expert
MARKETING
Expert
MEETING FACILITATION
Expert
MEETING FACILITATION
Expert
Customer Service
Expert
Customer Service
Expert
Training
Expert
Training
Expert
Leadership
Expert
Leadership
Expert
Multitasking
Expert
Multitasking
Expert
Problem Solving
Expert
Problem Solving
Expert

Languages

Arabic

Expert

English

Expert

French

Expert