Nawal Hamd
Saginaw,MI
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Reputable customer service professional brings strong phone speaking skills paired with in-depth knowledge of CRM systems. Offers vast experience connecting customers with products and services. Punctual and responsible individual polished in navigating multiple computer systems and applications.
Overview
24
24
years of professional experience
Work History
Customer Service Manager
GXO logistics
Saginaw, MI
01.2024 - 08.2024
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Evaluated employee job performance and motivated staff to improve productivity.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Led team engagement to assist cross-functional departments and achieve goals.
Medical Assistant
Covenant Urology
Saginaw, MI
10.2023 - 04.2024
- Assisted physicians with patient care by taking vital signs, patient histories and preparing patients for examinations.
- Administered injections, medications and treatments as directed by the physician.
- Provided assistance to medical staff in performing minor surgical procedures.
- Prepared laboratory specimens for analysis and organized lab results for review by the physician.
- Maintained accurate medical records through filing, charting, transcription and data entry into electronic health record system.
- Answered phones, scheduled appointments and managed patient flow while greeting visitors in a professional manner.
- Performed basic laboratory tests such as urinalysis and blood glucose levels under direct supervision of a physician or registered nurse.
- Performed cystoscopy procedures by assisting the physician with patient preparation and instrumentation.
- Assisted in ultrasound imaging of the prostate gland, bladder, kidneys, and other organs for diagnostic purposes.
- Observed sterile technique when preparing instruments for use in urology procedures.
- Provided patient education regarding their condition and treatment plan as directed by the physician.
- Prepared operating rooms for surgical procedures including setting up equipment and stocking supplies.
- Administered medications prescribed by physicians according to protocol guidelines.
- Operated various medical equipment such as endoscopes, lasers, cautery units, suction devices.
- Provided assistance with post-operative care including wound dressing changes and suture removal.
- Disinfected reusable instruments between uses using appropriate sterilization techniques.
- Assisted with minor office duties such as scheduling appointments, filing paperwork., as needed.
- Provided excellent patient support and care to patients and families.
Restaurant Owner/Operator
Falafel hut middle eastern cuisine
Saginaw, Michigan
06.2018 - 04.2024
- Hired and trained new staff members to ensure compliance with safety regulations and operational standards.
- Created budgets for food costs, staffing needs, overhead expenses, and capital investments.
- Negotiated contracts with vendors for food supplies, equipment purchases, catering services.
- Monitored daily operations including customer service delivery, kitchen production levels, cash handling procedures.
- Analyzed customer feedback surveys to assess overall satisfaction levels with the restaurant's services.
- Implemented cost-saving measures such as energy conservation initiatives and waste reduction programs.
- Conducted regular inspections of the premises to ensure cleanliness standards are met.
- Managed payroll activities including processing time sheets and tracking employee hours worked.
- Established quality assurance protocols for food preparation processes to ensure consistency in product quality.
- Scheduled staff shifts on a weekly basis based on expected demand levels.
- Maintained detailed records of stock inventory levels in order to minimize losses due to spoilage or theft.
- Updated the restaurant's website regularly with new menus items or promotional offers.
- Interacted closely with customers through social media platforms like Facebook and Twitter.
Administrative Assistant
Fakih Ivf
Dubaiiiii, UAE
04.2012 - 12.2017
- Created and maintained office policies and procedures to ensure smooth operations and compliance with all state regulations.
- Maintained accurate patient data, including medical history, laboratory results, billing information and other relevant documents.
- Assisted in resolving conflicts between staff members and addressing any issues that arose related to patient care or safety concerns.
- Conducted regular audits of medical records to ensure accuracy and completeness of documentation.
- Participated in budgeting activities for the practice by analyzing cost trends over time.
- Oversaw day-to-day operations of the front desk area to ensure efficient flow of patients through check-in and checkout processes.
- Organized seminars and workshops intended to educate staff members on new technologies or industry best practices.
- Collaborated with marketing team on campaigns designed to increase awareness of the practice among potential patients.
- Resolved disputes between vendors providing services or products to the practice in a timely manner.
- Performed administrative tasks such as preparing correspondence or maintaining personnel files.
- Oversaw digital patient charting, data entry and administrative duties regarding insurance, billing and accounts receivable.
- Interviewed, hired and trained medical office teams and conducted performance reviews.
- Developed plans to streamline patient flows, increase office and patient care efficiency and generate new revenues.
- Streamlined office processes and procedures to boost profits and productivity and facilitate continuous improvements.
- Analyzed internal processes and recommended and implemented procedural or policy changes to improve operations.
- Read through contracts, regulations and procedural guidelines to verify comprehension and compliance.
- Negotiated and reviewed contracts, rates and terms with current facilities and suppliers.
- Worked with management team to improve workflows and eliminate unnecessary tasks.
- Represented work unit at meetings or conferences to serve as liaison for requests or complaints.
- Planned and controlled budgets for contracts, equipment and supplies.
- Managed busy calendar for executive team, planning and preparing meetings and communications.
- Coordinated and conducted classes to teach procedures to new staff members.
Director of Sales and Business Development
Saginaw Suit Showroom
Saginaw, MI
01.2001 - 12.2010
- Developed and implemented sales strategies to increase market share.
- Identified new business opportunities and negotiated contracts with clients.
- Analyzed customer data and developed targeted marketing campaigns.
- Created marketing campaigns to drive sales and increase customer satisfaction.
- Maintained relationships with vendors, suppliers, and customers to facilitate successful transactions.
- Provided exceptional customer service by addressing inquiries promptly and professionally.
- Assisted customers in selecting garments that met their individual needs.
- Performed weekly stock takes to maintain an accurate record of merchandise quantity on hand.
- Monitored sales figures and adjusted buying strategies accordingly.
- Planned promotional events for new products or seasonal collections in collaboration with marketing team members.
- Coordinated visual merchandising activities such as window dressing and interior displays.
- Inspected merchandise upon delivery for quality assurance purposes.
- Updated product knowledge through research of fashion trends and industry news.
- Collaborated with other departments to manage operational costs effectively.
- Recruited and trained new employees to meet job requirements.
- Established relationships with key clients, while maintaining existing customer base.
- Organized trade shows and other events as a means of increasing visibility in the marketplace.
- Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives.
Education
BBA - Business Administration
University of California, Irvine
Irvine, CA08-2002
Skills
- Staff Management
- Local Regulations Compliance
- Operational Efficiency
- Labor Cost Controls
- Sales oversight
- Financial Planning
- Operations Management
- Food pairing
- Sales proficiency
- Revenue Generation
- Employee Scheduling
- Schedule Coordination
- Delivery Coordination
- Budget monitoring
- Vendor Relations
- POS System Operation
- Business marketing
- Customer Engagement
- Promotional planning
- Business Planning
Timeline
Customer Service Manager
GXO logistics
01.2024 - 08.2024
Medical Assistant
Covenant Urology
10.2023 - 04.2024
Restaurant Owner/Operator
Falafel hut middle eastern cuisine
06.2018 - 04.2024
Administrative Assistant
Fakih Ivf
04.2012 - 12.2017
Director of Sales and Business Development
Saginaw Suit Showroom
01.2001 - 12.2010
BBA - Business Administration
University of California, Irvine
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