Summary
Overview
Work History
Education
Skills
Timeline
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GEHAN AL-GHASSANI

Little Rock,AR

Summary

Dynamic, organized leader and effective communicator with a proven track record where I've spearheaded training programs, delivered exceptional customer service and followed through on outstanding results while satisfying customer needs and meeting business demands.

Overview

7
7
years of professional experience

Work History

Fulfillment Center Support Trainer

Amazon
Little Rock, Arkansas
09.2023 - Current
  • Developed and delivered training programs for new customer support staff.
  • Negotiated contracts with third-party contractors and stakeholders for desired training outcomes, fees, or expenses.
  • Supported the integration of new technology and software into training curriculum.
  • Evaluated modes of training delivery to optimize training effectiveness, training costs or environmental impacts.
  • Maintained detailed records of training sessions and participant progress.
  • Monitored training costs and prepared budget reports to justify expenditures.
  • Analyzed customer feedback data to identify areas for improvement in the support process.
  • Offered and conducted specific training programs to help workers maintain or improve job skills.

ICQA Specialist/Robotics Technician

Amazon
Little Rock, Arkansas
09.2021 - 09.2023
  • Assisted in budgeting and financial planning by providing accurate inventory data.
  • Achieved Robotics Trainer certification to perform in-class and fieldwork training for robotics personnel.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Investigated or reported questionable test results.
  • Collaborated with sales and operations teams to align inventory levels with demand.
  • Resolved customer complaints regarding shortages or discrepancies in shipments.

Customer Service Lead

Trader Joe's
Little Rock, Arkansas
10.2019 - 08.2021
  • Maximized satisfaction by anticipating needs and consistently offering expert support
  • Investigated and resolved customer concerns related to order inquiries and delivery tracking
  • Answered customer questions about policies and procedures with friendly and knowledgeable approach
  • Answered inbound calls to handle various concerns and coordinated with management team on inventory availability for a customer's scheduled event
  • Handled customer inquiries, and payments
  • Processed customer exchanges, refunds and bill adjustments to correct product problems

Membership Services Specialist

Sam's Club
Conway, Arkansas
02.2018 - 08.2019
  • Coordinated efficient front desk operations and administrative support for a team of 4 people handling needs of hundreds of members within a week
  • Trained staff in how to cement relationships with members and maintain satisfaction
  • Gathered and verified required customer information for tracking purposes
  • Acknowledged and directed customer requests for additional products or services to appropriate licensed representatives
  • Coordinated with Asset Protection Specialist to oversee finalized purchases of electronics, and other high-dollar items

Education

Psychology -

Arkansas Tech University
Russellville, Arkansas
12-2021

Associate of Applied Science -

Northwest Arkansas Community College
Bentonville, Arkansas
01.2017

High School Diploma -

Conway High School West
Conway, Arkansas
05-2015

Skills

  • Effective communication
  • Customer service
  • Problem resolution
  • Detail-oriented
  • Leadership
  • Adaptable
  • Organization
  • Task delegation
  • Positive attitude
  • Data entry

Timeline

Fulfillment Center Support Trainer

Amazon
09.2023 - Current

ICQA Specialist/Robotics Technician

Amazon
09.2021 - 09.2023

Customer Service Lead

Trader Joe's
10.2019 - 08.2021

Membership Services Specialist

Sam's Club
02.2018 - 08.2019

Psychology -

Arkansas Tech University

Associate of Applied Science -

Northwest Arkansas Community College

High School Diploma -

Conway High School West

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GEHAN AL-GHASSANI