Amal Abunamous
Allen,TX
Summary
Boost customer service team productivity while maximizing customer satisfaction with strategic call management and process improvement strategies. Skilled leader with excellent program management, relationship-building and administrative expertise. Accomplished in training new employees and mentoring established associates to drive continuous improvement.
Resourceful and client-focused Customer Service Manager with over 10 years of experience leading teams in exceeding sales goals and customer expectations. Meticulous and results-oriented with expertise educating employees on all stages of sales cycle while recommending best options to meet short- and long-term needs. Personable relationship builder with polished communications skills.
Overview
12
12
years of professional experience
Work History
Call Center Sales Representative
Everything Breaks.
09.2023 - 04.2024
- Increased customer satisfaction by efficiently handling inbound and outbound sales calls.
- Navigated multiple software platforms concurrently while engaging customers in conversations, enhancing multitasking skills in a fast-paced environment.
- Developed long-term relationships with customers by providing exceptional service and tailored solutions.
- Enhanced team productivity by collaborating on strategies to improve call center performance metrics.
- Boosted revenue by identifying up-selling and cross-selling opportunities during customer interactions.
- Managed escalated calls professionally, resolving complex issues effectively while maintaining rapport with callers.
- Strengthened customer loyalty through empathetic listening and understanding individual requirements.
Dispatcher
Advanced Locksmiths
01.2016 - 07.2019
- Devised and implemented work plans for subordinate employees to check quality and consistency of work against organizational standards.
- Maintained current knowledge of all personnel in field and all completed deliveries or delays.
- Trained over 30 employees on accurate triaging and dispatching procedures while personally handling 150 daily calls.
- Accurately and efficiently responded to over 30 daily requests.
- Scheduled and dispatched over 38 daily roadside assistance calls based on caller locations and available employees
- Supervised driver dispatching, route planning and vehicle tracking.
- Reviewed 5 routes and daily traffic and weather conditions and adjusted plans to meet daily requirements.
- Quickly determined locations and needs of hourly callers to accurately send for assistance.
- Alerted Locksmith technicians of road and weather hazards in real time to accomplish days without driver accidents.
Customer Service Manager
H&M
01.2012 - 05.2015
- Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
- Managed day-to-day operations, including supervision and assignment delegation for member team.
- Organized and managed sales center hiring, training and employee scheduling to maximize productivity.
- Interviewed, hired and trained new quality-focused customer service representatives.
- Created order management system for sales and customer service personnel to improve client experience and sales efficiencies.
- Answered customer requests with friendly, knowledgeable service and support.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Communicated sales targets and worked with front-line supervisors to enhance revenue numbers and promotional techniques.
- Boosted traceability initiatives by managing client correspondence, tracking records and utilizing data communications.
- Evaluated call center statistics to identify areas in need of improvement and devised proactive strategies to realign results with targets.
Education
Associate of Science - Radiologic Technology
Richland College
Dallas, TXSkills
- Expertise in sales
- MRP and SABLE proficiency
- Persuasive
- Marketing savvy
- Fluent in two languages English and Arabic
Timeline
Call Center Sales Representative
Everything Breaks.
09.2023 - 04.2024
Dispatcher
Advanced Locksmiths
01.2016 - 07.2019
Customer Service Manager
H&M
01.2012 - 05.2015
Associate of Science - Radiologic Technology
Richland College