Hanaa Hadad
Tampa
Summary
Highly motivated and customer-focused professional with extensive experience in customer service, office administration, and sales management. Proven expertise in managing customer interactions, resolving complex issues, and delivering exceptional service to drive client satisfaction and retention. Bilingual in English and Arabic, with strong communication, organizational, and multitasking abilities. Adept at working in fast-paced environments and collaborating with cross-functional teams to achieve organizational goals.
Overview
22
22
years of professional experience
Work History
Customer Service Representative
YLH Capital
Tampa
01.2021 - 01.2023
- Managed daily office operations, including scheduling, data entry, and handling customer correspondence
- Provided administrative support to senior staff, ensuring smooth workflow and efficient office management
- Assisted customers with account inquiries and ensured prompt resolution of their concerns
- Maintained an organized filing system and managed office supplies to support operational efficiency
- Coordinated with external vendors and service providers to ensure timely service delivery
Customer Service Representative
TTEC
Tampa
01.2020 - 01.2021
- Delivered exceptional customer support by handling high-volume inbound and outbound calls
- Resolved customer inquiries, complaints, and technical issues with a focus on first-contact resolution
- Maintained accurate customer records in CRM systems, ensuring data integrity and confidentiality
- Collaborated with team members to improve customer service processes and enhance client satisfaction
- Consistently achieved or exceeded performance metrics, including customer satisfaction scores and call handling time
Office Assistant
Millennium Laboratory
Tampa
01.2016 - 01.2019
- Provided front-line customer support and administrative services in a fast-paced laboratory environment
- Scheduled client appointments, managed patient records, and handled sensitive information with confidentiality
- Supported the laboratory team in maintaining compliance with quality standards and protocols
- Assisted customers with inquiries regarding laboratory services and test results
- Improved office efficiency by streamlining administrative processes and implementing new organizational systems
Customer Service Representative
Florida Merchant Solution
Tampa
01.2009 - 01.2014
- Served as the primary point of contact for customer inquiries and service requests
- Processed customer transactions, account updates, and billing inquiries with accuracy and efficiency
- Resolved customer issues promptly, enhancing customer satisfaction and loyalty
- Collaborated with internal teams to address customer needs and provide tailored solutions
- Developed and maintained a comprehensive knowledge of company products and services
Sales Manager
London Inc.
Cairo
01.2001 - 01.2005
- Led a sales team to achieve and exceed quarterly and annual sales targets
- Developed and implemented strategic sales plans to drive business growth and increase market share
- Built and maintained strong client relationships to ensure customer satisfaction and repeat business
- Conducted market research and competitor analysis to identify new business opportunities
- Provided ongoing training and mentorship to sales team members to enhance performance
Education
Associate of Arts -
6 of October University
Cairo Egypt 11-2020
Skills
- Inbound and outbound calling
- Customer relations
- Time management
- Data entry
- Appointment scheduling
- [Language] translation
- Bilingual communication
- Caller assistance
Timeline
Customer Service Representative
YLH Capital
01.2021 - 01.2023
Customer Service Representative
TTEC
01.2020 - 01.2021
Office Assistant
Millennium Laboratory
01.2016 - 01.2019
Customer Service Representative
Florida Merchant Solution
01.2009 - 01.2014
Sales Manager
London Inc.
01.2001 - 01.2005
Associate of Arts -
6 of October University