Dana Alnajjar
Manteca,CA
Summary
Proven leader in customer relationship management and problem resolution, leveraging extensive experience at Alaska Airlines to drive business growth and maintain high satisfaction levels. Excelled in staff training and CRM software, achieving consistent revenue growth and enhanced client retention. Skilled in active listening and Microsoft Office, adept at turning challenges into opportunities for improvement.
Overview
5
5
years of professional experience
Work History
Customer Service Agent
Alaska Airlines
08.2022 - Current
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Responded to customer requests for products, services, and company information.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Sales Account Specialist
Amazon
05.2021 - 06.2022
- Developed comprehensive understanding of industry landscape, enabling targeted prospecting efforts and efficient account management practices.
- Proactively identified upselling or cross-selling opportunities within existing accounts for increased revenue generation.
- Managed a diverse portfolio of accounts, consistently exceeding monthly sales quotas through effective relationship-building efforts.
- Presented detailed product demonstrations to prospective clients, showcasing unique features and benefits that differentiated offerings from the competition.
- Analyzed sales data to identify areas of improvement, implementing targeted strategies for increased success rates.
- Maintained accurate records of all sales activities, utilizing CRM software to track progress and ensure timely follow-up with clients.
- Implemented strategic sales plans for expanding customer base and achieving sales targets.
- Provided ongoing support to clients throughout entire sales process from initial contact through post-sales followup.
- Conducted market research to identify emerging trends, ensuring product offerings remained competitive.
- Participated in weekly team meetings to share insights into account successes failures and brainstorm strategies for continued improvement.
- Organized regular client meetings to discuss progress updates, address challenges, and explore opportunities for further collaboration.
- Collaborated with marketing team to develop promotional materials, boosting brand awareness and driving sales growth.
- Monitored competitor activities to identify potential threats or opportunities within the market space.
- Trained new team members on sales processes and account management best practices, improving overall team performance.
- Coordinated with internal teams to ensure timely delivery of products or services, resulting in high levels of customer satisfaction.
- Increased sales revenue by developing and maintaining strong relationships with key accounts.
- Built relationships with customers and community to promote long term business growth.
Event Sales and Marketing Consultant
Ahli Bank
12.2019 - 06.2021
- Improved client retention rates through proactive communication and excellent customer service skills.
- Evaluated competitors'' offerings closely to adjust strategies accordingly.
- Increased event attendance by developing and implementing targeted marketing strategies.
- Gathered post-event feedback from attendees, making necessary adjustments for future events success.
Key Account Manager
Recovery Application Design & Marketing
12.2020 - 05.2021
- Built and maintained strong client relationships to drive business growth.
- Created sales forecasts to target daily, monthly and yearly objectives.
- Delivered exceptional customer service by resolving client concerns quickly and efficiently.
- Implemented strategic sales plans to achieve consistent revenue growth across key accounts.
- Enhanced key account satisfaction by developing and implementing tailored account management strategies.
- Developed and maintained strong relationships with key clients to ensure long-term business growth.
Education
Bachelor Of Science - Finance
University of Jordan
Jordan06.2020
Skills
- Customer Service
- Problem Resolution
- Outstanding communication skills
- Call center experience
- Customer Relationship Management (CRM)
- Microsoft Office Suite proficiency
- Customer Focus
- Exemplary work ethic
- Active Listening
- Microsoft Outlook
- Product Knowledge
- Staff Training
Languages
Arabic
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Agent
Alaska Airlines
08.2022 - Current
Sales Account Specialist
Amazon
05.2021 - 06.2022
Key Account Manager
Recovery Application Design & Marketing
12.2020 - 05.2021
Event Sales and Marketing Consultant
Ahli Bank
12.2019 - 06.2021
Bachelor Of Science - Finance
University of Jordan
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