Katrina Hourani
Austin,USA
Summary
Dynamic professional with extensive experience as an Office Manager, Customer Service, and Travel Associate. Over 20 years of customer-focused roles at U.S. Embassies around the world and operational management have honed strong communication, problem solving, and organizational skills. Successfully developed efficient office systems and improved customer satisfaction in retail settings. Proven ability to exceed sales targets and foster team collaboration. Committed to delivering exceptional service and driving operational excellence to contribute effectively in any work environment.
Highly experienced Office Manager known for exemplary team-building, project oversight skills, and arranging multiple transportation (road and flights) for Ambassadors and their delegations on official travel. Gifted at working with all types of personalities and more than 20 U.S.G agencies. Performance history of developing strong collaborative relationships and delivering impressive results.
Overview
2
2
Languages
1
1
Certification
33
33
years of professional experience
Work History
Customer Service and Sales Associate - Seasonal Position
Nordstrom's Department Store
Austin, Texas, USA
11.2026 - 12.2026
- Assisted customers by effectively addressing inquiries regarding products and services.
- Facilitated online order placements and process payments.
- Resolved issues by addressing customer complaints with professionalism.
- Identified and troubleshot customer concerns swiftly, utilizing strong verbal and listening skills to comprehend client needs.
- Collaborated effectively within a team environment while demonstrating proficiency with office software.
- Welcomed customers and determined their needs, guiding them towards products that met their preferences and budget.
- Provided comprehensive information about products, including features, benefits, and pricing.
- Executed transactions at the cash register, ensuring accurate handling of customer payments.
- Supported store opening and closing procedures by maintaining cleanliness and adhering to visual presentation standards.
- Addressed customer complaints professionally, contributing to team efforts that meant or exceeded sales targets.
Sales associate – Seasonal Position
Macy's Department Store
Austin, Texas
01.2024 - 09.2025
- Engaged with customers as a primary representative of Macy's, providing assistance with their shopping needs and answering questions about products and promotions.
- Demonstrated an in-depth knowledge of merchandise, including features and usage instructions.
- Processed sales transactions effectively at the register and managed returns and exchanges consistently achieving sales goals.
- Maintained a tidy and well-stocked sales floor, including stocking shelves and ensuring the area was visually appealing.
- Worked across various departments including clothing, shoes, and home goods.
Office Manager
Department of State
Washington, D.C., USA
09.1993 - 12.2013
- Served in over 15 U.S. Embassies, providing travel and administrative support.
- Fostered strong working relationships between the office of the Ambassador and the U.S. Commanding General as well as the Executive Staff of then Prime Minister Nouri El Maliki and President Karzai in Baghdad and Kabul, respectively.
- Organized and prioritized daily tasks and projects, including call logs, appointments, flight travel arrangements, in-country road trips, and expense reports for the Ambassador and his delegation.
- Enhanced office organization by developing efficient filing/documentation systems and customer database protocols.
- Managed the executive calendar and coordinated weekly project team meetings to facilitate collaboration.
- Assisted in the preparation of meeting agendas to improve overall meeting efficiency.
- Streamlined the communication as the primary liaison between the Executive Office and other U.S. Government agencies.
- Drafted and composed all outgoing official correspondence and reports for the Ambassador and the Deputy Chief of Mission, ensuring appropriate protocol and communications with U.S. Government officials and heads of state.
- Supervised protocol assistance and chauffeurs assigned to the executive office to maintain the operational effectiveness.
- Collaborated with other U.S. government agencies to guarantee smooth workflows and efficient organizational operations.
- Oversaw all operations of the executive office, including hosting multiple Congressional Delegations and Cabinet Secretaries from Washington to Embassies.
- Supported the executive team to ensure seamless operational functions.
- Coordinated all meetings and travel logistics for Ambassadors and Deputy Chiefs of Mission.
- Arranged complex international travel for Ambassadors and their traveling parties.
- Demonstrated expertise in front-desk reception with a high-volume environment, managing multiple stakeholders.
- Interfaced effectively with directors and staff of multiple U.S. Government agencies, identifying needs swiftly and resolving issues to maximize efficiency.
- Communicated with staff members of Heads of State, VIPs, and Congressional delegations through phone, fax, email, and in person to schedule appointments with Ambassadors and Deputies.
- Organized and coordinated all logistics and travel itineraries for the Ambassador and Executive Staff, ensuring comprehensive preparation for visits.
- Insured all staff were equipped with necessary supplies and materials for long-distance travel.
- Coordinated all travel with the Regional Security Officer and his deputies for security protection for the Ambassador and his delegation.
Education
High School Diploma -
Archer City High School
Archer City, Texas01-1965
Various Courses
University of Texas Night School
Austin, TexasEconomics Course
Midwestern University
Wichita Falls, Texas01-1967
Interior Design course
University of Texas
Austin, Texas01-1966
Skills
- Travel Administration
- Problem Resolution
- Schedule management with multiple participants
- Administrative support to the Executive Office
- Microsoft office skills
- Self-starter
- Attention to Detail
Accomplishments
While we were at war in Iraq, I was tasked by Ambassador Ryan C. Crocker, U.S. Embassy, Baghdad, to research and retrieve copies of all treaties between the United States and Iraq. Coordinated the research with representatives from the Library of Congress and the Archives at the Department of State for copies of all treaties to be translated into Arabic and photographs pertaining to the signing of the treaties. Contacted the General Services Office, U.S. Embassy, Amman, Jordan, to have all documents and photographs framed which are currently displayed in the Ambassador's office at the U.S. Embassy, Baghdad. This project took approximately one year to complete.
Certification
Clearances: Held U.S. Government Top Secret Clearance; S-3.
Languages
Conversational: Arabic Spoken – 2+ Reading/Writing – 1+
Conversational: French Spoken – 1+ Reading/Writing - 1
Timeline
Customer Service and Sales Associate - Seasonal Position
Nordstrom's Department Store
11.2026 - 12.2026
Sales associate – Seasonal Position
Macy's Department Store
01.2024 - 09.2025
Office Manager
Department of State
09.1993 - 12.2013
Interior Design course
University of Texas
Economics Course
Midwestern University
Various Courses
University of Texas Night School
High School Diploma -
Archer City High School