Hala Othman
Worcester,MA
Overview
8
8
years of professional experience
Work History
Customer Service Specialist
Wilson Language Training Corporation
06.2025 - 10.2025
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Responded to customer requests for products, services, and company information.
- Cross-trained and backed up other customer service managers.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved accounting, service and delivery concerns.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Implemented and developed customer service training processes.
- Delivered prompt service to prioritize customer needs.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
EZPass
03.2025 - 05.2025
- Customer account management through INTEGRITY system.
- Assisted customers when making payments for their EZPass accounts
- Assisted in account maintenance – adding and removing vehicles
- Tracked invoice payments and account commentary
- Sent transponders and responded to other ad hoc customer requests
Customer Service / Sales Representative
Webster Auto sales
07.2024 - 02.2025
- Managed high volume of in and outbound calls through proprietary system – Dealer Center
- Ensured customer satisfaction throughout the sales process
- Scheduled customers for test drives and maintaining contact through email and texting.
- Inventory tracking using Excel.
- 2024 Gap / Traveled back to Egypt
Contract Call Center Representative
Comcast Business ICC
11.2022 - 12.2023
- Trained new agents coming into ICC
- Handled transfer calls while helping to answer questions and problem solving
- Responsible for providing feedback to leads as to call patterns
- Multitasking while scheduling with customers and troubleshooting
Administrator
Longwood Care
09.2019 - 05.2020
- Responsible for responding to emails
- Organized meetings with clients and doctors
- Organized files for each patient
- Responsible for maintaining weekly schedules for doctors
- Assisted with offering recommendations to doctors on ways to improve business - Reached out to new patients to become new clients
- Called insurance companies to make sure patients were insured
Customer Service Representative
Advanced New England Financial
01.2018 - 09.2019
- Conducted business relationship between Tax Preparer and customers
- Assisted customers in providing complete and accurate information required to prepare Income Tax Return
- Prepared daily, weekly, and monthly reports
- Responsible for organizing files and emails
Driver
Kenmore Transportation, Inc.
10.2017 - 05.2019
- Drove patients from home to hospital and back
- Helped patients with the check in / check out of the medical facility
- Prepared daily trips report
- Was responsible for 40 clients on a regular basis
Education
Course - English
Cairo University
Bachelor’s Degree - Business Management
Ain Shams University
Skills
- Complaint resolution
- Scheduling
- Account updating
- Complaint handling
- Customer education
- Customer relations
- Call escalation
- Call center operations
- Problem resolution
- Credit card payment processing
- Call center procedures
- Sales closing
- Shipping and receiving
- Appointment scheduling
- Staff training
- Order processing
- Call center experience
- Escalation management
Languages
Arabic
Full Professional
Summary
I’m a hardworking and smart individual who speaks both English and Arabic. I’m very friendly, get along easily with everyone, and truly enjoy helping customers. I take pride in putting in consistent effort and building positive connections.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Customer Service Specialist
Wilson Language Training Corporation
06.2025 - 10.2025
Customer Service Representative
EZPass
03.2025 - 05.2025
Customer Service / Sales Representative
Webster Auto sales
07.2024 - 02.2025
Contract Call Center Representative
Comcast Business ICC
11.2022 - 12.2023
Administrator
Longwood Care
09.2019 - 05.2020
Customer Service Representative
Advanced New England Financial
01.2018 - 09.2019
Driver
Kenmore Transportation, Inc.
10.2017 - 05.2019
Bachelor’s Degree - Business Management
Ain Shams University
Course - English
Cairo University
Similar Profiles
Sara GortsemaSara Gortsema
Acadience Training Specialist at Wilson Language Training CorporationAcadience Training Specialist at Wilson Language Training Corporation
Scott PetersonScott Peterson
Logistics Coordinator at Wilson Language Training CorporationLogistics Coordinator at Wilson Language Training Corporation
MICHAEL BENGEMICHAEL BENGE
Account Executive, Southeast at WILSON LANGUAGE TRAININGAccount Executive, Southeast at WILSON LANGUAGE TRAINING
Blaise MartinezBlaise Martinez
Pitching Coordinator at Cressey Sport PerformancePitching Coordinator at Cressey Sport Performance
Tracy MetcalfTracy Metcalf
Executicve Secretary at 66 Air Base Group / Judge Staff AdvocateExecuticve Secretary at 66 Air Base Group / Judge Staff Advocate