Basma Alaghwani

For Water Heater Department:

For Shed Department:

• Handle Unforeseen Problems and complaints
• Organize travels from beginning to end, through booking tickets and accommodation, securing rental transportation
• Create quotes and invoices for clients
• Customer support (inbound and outbound calls)
• Analyzing Data booking and sale.
• Increased client base by identifying and pursuing new business opportunities through market research and networking.
• Built strong relationships with clients, leading to increased customer satisfaction and repeat business.
• Negotiated contracts with key stakeholders, resulting in favorable terms for company and long-term partnerships.
• Generated revenue growth by developing and executing targeted sales strategies to expand market share.
• Managed approximately 30 incoming calls, emails and faxes per day from customers
• Leveraged CRM tools to track leads and analyze data, optimizing sales efforts for maximum return on investment.

• Work with other departments on account management, contact center, sales and billing/revenue operations functions
• Maintaining up-to-date records of customer contact (customer meeting notes) and recording development activity
• Working on Scorecard metrics and analysis
• Forecasting and planning
• Hires on-boards and trains people between 6 to 8 people per session
• Leads team meeting.
• Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
• Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
• Reduced average handling time with development of comprehensive agent scripts and troubleshooting guides.
• Increased sales conversion rates by implementing targeted cross-selling and upselling techniques for agents to utilize during calls.
• Defined clear targets and objectives and communicated to other team members.
• Assisted in organizing and overseeing assignments to drive operational excellence.

• 2 years in bank fraud investigations experience of in-depth background conducting bank fraud investigations of all types (kite schemes, elder fraud, BEC, wire fraud, ACH fraud, counterfeit checks, forgeries.) banking operations, government regulations
• Researches, analyzes, and investigates customer account behavior on a daily basis for potential fraud and suspicious activity from system generated alerts or cases escalated by other departments
• Tracks trends and detects unusual activity or behavior
• Determines if transactions are fraudulent or suspicious in nature such as deposit fraud, check fraud, online account takeover, wire fraud, ACH fraud.
• Collaborated with cross-functional teams to develop and implement comprehensive fraud prevention strategies.
• Improved case resolution times by streamlining investigation processes and optimizing resource allocation.
• Summarized all key information regarding investigation into detailed report for delivery to client.