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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: 10 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 inbound calls from refugees, delivering professional support and
sensitive guidance.
• Accurately logged grievances, inquiries, and case requests into CRM system for fast-track
escalations.
• Maintained strict confidentiality while organizing appointment schedules and managing
sensitive case files.
• Consistently met performance targets within a fast-paced, international humanitarian
environment.
Company industry:
Non-profit Organization

Customer Support & CRM Specialist

January 2021 - January 2023

World Food Programme (WFP)

Jal Al Dib, Lebanon

January 2021 - January 2023

• Utilized advanced CRM databases to track customer interactions, update accounts, and
manage food security data.
• Conducted outbound follow-up calls and feedback loops to ensure seamless service delivery.
• Resolved complex inquiries efficiently, meeting the strict KPIs of a leading international
organization.
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

Secretary / Administrative Coordinator

January 2017 - January 2018

Siyeha Invest

Beirut, Lebanon

January 2017 - January 2018

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

Customer Service & Call Center Representative

January 2013 - January 2017

Al Saniour Holding

Antelias, Lebanon

January 2013 - January 2017

• Handled high volumes of inbound client calls, resolving complaints and escalating critical
issues professionally.
• Processed product sales and accurately entered 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 to boost brand awareness and drive conversions.
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 technical design drafts from concept to
client delivery.
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 CONFIDENTIALITY
Intermediate
CLIENT CONFIDENTIALITY
Intermediate
COMMUNICATIONS
Intermediate
COMMUNICATIONS
Intermediate
CULTURAL SENSITIVITY
Intermediate
CULTURAL SENSITIVITY
Intermediate
MICROSOFT OFFICE
Intermediate
MICROSOFT OFFICE
Intermediate
PROFESSIONALISM
Intermediate
PROFESSIONALISM
Intermediate
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

Languages

Arabic

Native Speaker

English

Intermediate

French

Intermediate

Training and Certifications

Certifications
Patent License
Technical Degree in Architecture
– Patent License

Hobbies and interests

drawing/ cooking