Perform inbound customer service support via phone, email, and chat, ensuring timely and professional resolution. Along with following all PCI compliances.
Manage customer data, collaborate across internal departments, and analyze customer feedback to drive improvements.
Serve as a key communication liaison, providing proactive updates on customer-related issues to internal business partners.
Identify, document, and report software and service defects; collaborate with management to resolve quality issues.
Developed, maintain, and present the Quality Assurance section for the premium team’s internal site.
Lead team members on QA procedures and provide ongoing support on quality-related practices.
Document processes meticulously and lead initiatives focused on continuous improvement.
Analyze results and recommend enhancements to improve the customer experience and streamline coordinator procedures.
Store Manager
Sally Beauty
09.2021 - 10.2022
Oversaw daily store operations, analyzed business needs, exceptional customer service, and adherence to company policies, procedures, and upholding excellent brand standards.
Designed and implemented employee training tools focused on KPIs, brand standards, and career development.
Recruited, hired, and on boarded new staff members to meet evolving business needs.
Created and managed weekly staff schedules, optimizing coverage based on traffic patterns and sales trends.
Handled escalated customer concerns and resolved issues promptly to ensure a positive shopping experience.
Managed point-of-sale (POS) and customer relationship management (CRM) systems for accurate transaction handling and customer data integrity.
Freelance Hair and Makeup Artist
Ctalak Beauty
01.2018 - Current
Provided professional hair and makeup services for weddings, photo shoots, TV/commercial productions, and special events.
Ensured exceptional hygiene and client safety by strictly following CDC sanitation guidelines.
Adapted to virtual demands by offering online tutorials and consultations using video conferencing tools and digital platforms.
Administrative Coordinator
Azul Cosmetic Surgery & Med Spa
09.2019 - 03.2020
Managed scheduling and appointment coordination across multiple office locations.
Accurately analyzed patients charts, processed surgical payments, insurance claims, and all related financial transactions with attention to detail.
Maintained strict compliance with HIPAA regulations and patient confidentiality standards.
<ul><li>Oversaw all operational functions during the successful amalgamation of two legacy mutual insurers into a single, unified organization. Reported directly to the CEO and played a key leadership role in aligning people, processes, and performance with long-term strategic goals.</li><li>Led the full operational transformation of Salus Mutual, uniting teams and systems from two legacy organizations under a cohesive structure with shared goals and culture.</li><li>Redesigned leadership accountabilities and implemented new KPI and SLA frameworks, enabling stronger performance management and outcome tracking.</li><li>Built internal capacity in key operational areas, reducing reliance on external consultants and establishing a culture of ownership, capability, and continuous improvement.</li><li>Established an Operations function to support Claims, Underwriting, and Sales, delivering enterprise-wide value through data insights, process improvements, project delivery, and enhanced customer service.</li><li>Collaborated closely with the Senior Leadership Team and Board of Directors to co-develop and launch the organization’s first corporate strategy post-amalgamation.</li><li>Held P&L responsibility for $45M in Gross Written Premium, with a strong focus on operational efficiency and strategic growth.</li><li>Delivered key strategic outcomes, including: First-ever member rebate in company history, First employee engagement survey, achieving a 75% engagement score, 3% reduction in expense ratio through operational efficiencies and cost control.</li></ul> at Salus Mutual Insurance Company<ul><li>Oversaw all operational functions during the successful amalgamation of two legacy mutual insurers into a single, unified organization. Reported directly to the CEO and played a key leadership role in aligning people, processes, and performance with long-term strategic goals.</li><li>Led the full operational transformation of Salus Mutual, uniting teams and systems from two legacy organizations under a cohesive structure with shared goals and culture.</li><li>Redesigned leadership accountabilities and implemented new KPI and SLA frameworks, enabling stronger performance management and outcome tracking.</li><li>Built internal capacity in key operational areas, reducing reliance on external consultants and establishing a culture of ownership, capability, and continuous improvement.</li><li>Established an Operations function to support Claims, Underwriting, and Sales, delivering enterprise-wide value through data insights, process improvements, project delivery, and enhanced customer service.</li><li>Collaborated closely with the Senior Leadership Team and Board of Directors to co-develop and launch the organization’s first corporate strategy post-amalgamation.</li><li>Held P&L responsibility for $45M in Gross Written Premium, with a strong focus on operational efficiency and strategic growth.</li><li>Delivered key strategic outcomes, including: First-ever member rebate in company history, First employee engagement survey, achieving a 75% engagement score, 3% reduction in expense ratio through operational efficiencies and cost control.</li></ul> at Salus Mutual Insurance Company
Coordinator (Supervisor Cum Manager Insurance) at Ally-25 Till Date Zenon Medical Centre JumeirahCoordinator (Supervisor Cum Manager Insurance) at Ally-25 Till Date Zenon Medical Centre Jumeirah