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Rita Dally, Call Center Operator / Appointment Setter

Rita Dally

Call Center Operator / Appointment Setter·United Nations High Commissioner for Refugees (UNHCR)

Kuwait

High school or equivalent, Architecture

Work experience

Total years of experience: 8 years, 2 months

Call Center Operator / Appointment Setter

January 2023 - January 2024

United Nations High Commissioner for Refugees (UNHCR)

Dekweneh, Lebanon •Remote

January 2023 - January 2024

• Managed high-volume sensitive incoming calls from refugees, ensuring high-quality support and professional
guidance.
• Accurately logged grievances, inquiries, and requests into the internal CRM system for fast escalations.
• Maintained absolute confidentiality while handling sensitive case files and organizing follow-up appointment
schedules.
Company industry:
Non-profit Organization

Customer Support & CRM Specialist

January 2023 - June 2023

World Food Programme (WFP)

Jal Al Dib, Lebanon

January 2023 - June 2023

• Utilized advanced CRM databases to track customer interactions, update accounts, and manage food security
data.
• Conducted outbound follow-ups and feedback loops to ensure seamless service delivery.
• Resolved complex inquiries efficiently, matching the strict performance metrics of international NGOs.
Company industry:
Non-profit Organization

Secretary

January 2017 - January 2018

Siyeha Invest

Dekweneh, Lebanon

January 2017 - January 2018

• Streamlined administrative operations, managing calendar scheduling, emails, and corporate correspondence.
• Organized corporate meetings, prepared detailed minutes, and maintained effective database records.
Company industry:
Marketing
Job role:
Secretarial

Customer Service & Call Center Representative

January 2013 - January 2017

Al Saniour Holding

Antelias, Lebanon

January 2013 - January 2017

• Answered incoming client calls, resolved complaints promptly, and escalated critical issues to management.
• Processed product sales and accurately inputted customer orders into the database management system.
• Consistently achieved monthly upsell targets through effective product explanation and active listening.
Company industry:
Catering, Food Service, & Restaurant
Job role:
Customer Service and Call Center

Promoter & Sales Representative

January 2012 - January 2013

Various Agencies

Antelias, Lebanon

January 2012 - January 2013

• Delivered compelling product presentations and consultations to boost brand awareness and conversion.
Company industry:
Advertising
Job role:
Sales

AutoCAD Drafter

January 2011 - January 2012

Kanaan Group

Mtaileb, Lebanon

January 2011 - January 2012

• Developed safety-compliant product blueprints and design drafts from scratch for client feedback.
Company industry:
Food & Beverage Production
Job role:
Architecture

Education

Technical Institute of Beit Chabab

April 2015

April 2015

High school or equivalent, Architecture

Lebanon

GPA (rating): Very good

GPA (rating): Very good

Skills

CLIENT SERVICES
Intermediate
CLIENT SERVICES
Intermediate
CALL CENTER EXPERIENCE
Expert
CALL CENTER EXPERIENCE
Expert
COMPLEX PROBLEM SOLVING
Intermediate
COMPLEX PROBLEM SOLVING
Intermediate
CREATIVITY
Intermediate
CREATIVITY
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
EMERGENCY RESPONSE
Intermediate
EMERGENCY RESPONSE
Intermediate
LEAD MANAGEMENT
Intermediate
LEAD MANAGEMENT
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
SETTING APPOINTMENTS
Intermediate
SETTING APPOINTMENTS
Intermediate

Social profiles

Facebook
Facebook
facebook.com/share/18nE1Q1CwF/

Instagram
Instagram
instagram.com/rita.yllad?igsh=MXhiN3NzZWp5ZzAyYg==

Languages

Arabic
Native Speaker
English
Intermediate
French
Intermediate

Training and Certifications

Certifications
– Patent License

Hobbies

  • drawing/ cooking