Laila Adamou
Wheaton,USA
Summary
As a bilingual, passionate and driven individual, possessing a multidisciplinary education in law, political science, and foreign languages, a diverse skill set and a deep understanding of the complexities of the legal, political, and linguistic realms have been acquired. With a strong commitment to excellence, leveraging knowledge and experiences to make a positive impact in any given field is strived for.
Overview
3
3
years of professional experience
Work History
Support Analyst
VikingCloud
10.2023 - Current
- Professionally and accurately provide support to merchants customers via inbound and outbound calls, emails, and/or, web-chat communication methods.
- Educate callers of the importance of achieving and maintaining PCI-DSS Compliance and provide the appropriate level of assistance for each step of the process.
- Assist callers with login and navigation of our proprietary online portal solution; VikingCloud Air.
- Provide excellent customer support and strive to achieve first call resolution by thoroughly and efficiently gathering the necessary information to fulfill the purpose of the call.
- Recognize and appropriately manage assertive or complicated calls by responding in a calm, clear, respectful, and helpful manner; escalating only when necessary
- Thoroughly and accurately log each call using the appropriate systems and guidelines.
- Identify opportunities to promote VikingCloud products and services and action appropriately.
- Properly manage call metrics with respect to stated goals and Service Level Agreements.
- Undertake additional duties as necessary, based upon the needs of the business.
- Achieve individual sales targets across both inbound and outbound calls with multiple clients
- Streamlined support processes for increased efficiency and faster issue resolution.
Airport Staff
Paradies Lagardere
06.2022 - 09.2022
- Point of Sale (POS) Operations: Operated cash registers or computerized POS systems to record transactions, scan bars, and generate receipts. Responsible for accurately inputting transaction details and maintaining proper documentation of sales or service fees.
- Customer Service: Interacted with passengers and customers on a regular basis. Provided friendly and efficient customer service by answering inquiries, assisting with payment-related issues, and addressing customer concerns or complaints in a professional and timely manner.
- Account Reconciliation: Responsible for reconciling cash registers or POS systems at the end of each shift. This involves tallying the cash, checks, or credit card payments received and ensuring that the amount matches the recorded transactions
Bank Receptionist
BPI France
07.2021 - 08.2021
- Administrative Support: provided administrative support to the bank's executive team and other staff members. This includes managing correspondence, scheduling appointments, organizing meetings, and maintaining calendars.
- Customer Service: served as a point of contact for customers and clients, both in person and over the phone. Answered inquiries, provided general information about the bank's products and services, and direct customers to the appropriate staff members.
- Documentation and Record Keeping: Maintained accurate and up-to-date records. Assisted in managing and organizing various documents such as account files, loan applications, legal agreements, and other paperwork.
- Communication and Coordination : Facilitated effective communication within the bank. Drafted and distributed internal memos, announcements, and reports.
- Coordinated with different departments, such as marketing, finance, and human resources, to ensure smooth operations.
Bank Receptionist
Banque Populaire Grand
06.2021 - 07.2021
- Greeting and Welcoming Customers: Greeted customers warmly, provided a friendly and professional demeanor, and created a positive first impression.
- Assisted customers with basic inquiries or direct them to the appropriate service areas.
- Managing Phone Calls: Handled incoming phone calls, answering general inquiries, and routing calls to the appropriate individuals or departments within the bank. Took messages and ensured that they are delivered promptly to the intended recipients.
- Directing Visitors: Guided visitors to the appropriate areas within the bank. Provided directions, explained procedures, and ensured that visitors had a clear understanding of where they need to go to conduct their business.
- Appointment Scheduling: Often assisted in scheduling appointments for customers or clients with bank staff, such as loan officers, financial advisors, or branch managers. Managed calendars, coordinated schedules, and ensured that appointments were properly scheduled and communicated.
Education
Bachelor in Political Science -
University of Lille 2 At Lille
Lille, France05.2023
Bacehlor in Law and Foreign Languages -
University of Nantes At Campus La Roche Sur Yon
Nantes. France06.2019
Skills
- Strong legal research and writing skills
- Cross-cultural competence and ability to navigate diverse environments
- Excellent communication and interpersonal skills
- Detail-oriented and highly organized
- Analytical thinking and problem-solving abilities
- In-depth understanding of political systems and global affairs
- Ability to work independently and collaborate effectively in a team
- Strong organizational and time management skills
- Data Entry
- Office Management
- Travel Coordination
Languages
French
Native or Bilingual
Chinese (Mandarin)
Limited Working
Timeline
Support Analyst
VikingCloud
10.2023 - Current
Airport Staff
Paradies Lagardere
06.2022 - 09.2022
Bank Receptionist
BPI France
07.2021 - 08.2021
Bank Receptionist
Banque Populaire Grand
06.2021 - 07.2021
Bachelor in Political Science -
University of Lille 2 At Lille
Bacehlor in Law and Foreign Languages -
University of Nantes At Campus La Roche Sur Yon
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