Leila Yacoub
Katy,TX
Summary
With a proven track record at the U.S. Embassy of Beirut, I excel in enhancing team productivity and customer satisfaction through expert communication and problem-solving skills. Demonstrated success in managing sensitive information and improving operational efficiency, I am adept at data entry and fostering professional relationships, significantly contributing to organizational goals.
Overview
27
27
years of professional experience
Work History
Telephone Operator-Management
U.S. Embassy Of Beirut
10.2008 - 10.2024
- Assisted colleagues with achieving task requirements, aiding team productivity and performance.
- Maintained accurate records of calls placed and received.
- Maintained strict confidentiality when handling sensitive information, adhering to both company policies and applicable laws.
- Maintained a professional tone when assisting callers, ensuring positive experiences for both internal and external customers.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Demonstrated adaptability during peak hours or high-stress situations by remaining calm, focused, and efficient in handling multiple tasks simultaneously.
- Troubleshot issues with telephone equipment and software to keep systems functional.
- Operated computers and fax machines to send and receive messages to customers and coworkers.
Surveillance and Detection Operator
U.S. Embassy Of Beirut
04.2003 - 10.2008
- Maintained a safe working environment by enforcing strict adherence to safety guidelines and protocols.
- Operated various types of machinery, demonstrating versatility and adaptability in diverse work environments.
- Worked outside in all weather conditions.
- Assisted in training new operators, sharing knowledge of best practices and promoting a culture of teamwork amongst peers.
- Provided on-the-job training to newly hired workers and team members.
Accounting and Management
Merhej Nassif
02.2000 - 02.2003
- Reduced errors in financial statements by performing thorough audits and ensuring accurate data entry.
- Enhanced profitability by regularly reviewing pricing strategies and making recommendations based on market conditions and company objectives.
- Improved cash flow management by closely monitoring accounts receivable and payable, optimizing payment terms, and negotiating discounts with vendors.
Sales Agent
Fattal
01.1998 - 01.2000
- Developed strong relationships with clients through excellent customer service and regular followups.
- Assisted call-in customers with questions and orders.
- Increased sales revenue by consistently meeting and exceeding sales targets.
- Improved overall customer satisfaction by promptly addressing concerns and providing tailored solutions.
- Enhanced product knowledge through continuous training and professional development opportunities.
- Met existing customers to review current services and expand sales opportunities.
Education
Bachelor of Social Science - Social Sciences Education-studied 2 Years No Deg.
Lebanese University
Beirut, LebanonCertificate of Technical Studies - Information Technology Program, Accounting Focus
American Universal College
Beirut, Lebanon03.1999
Certificate of Technical Studies - Information Technology Program-Management Focus
American Universal College
Beirut, Lebanon03.1999
High School Diploma -
Choueir Official Secondary School
Dhour Choueir, Lebanon06.1986
Skills
- Front Desk Operations
- Professional Communication
- Search directories
- Clear Communication
- Empathy and patience
- Telephone reception
- Call transfers
- Call reception
- Data Entry
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Client Service
- Information assistance
Accomplishments
Start Triage: Attended the 2-hour Operational Medicine Directorate Strategic Medical Preparedness Start Triage Course on this date:
10-September-2024
Eagle Award: For excellent support of consular and American citizen callers during the regional crisis and supporting the transition to a better telephone directory.
Eagle Award: For sustained excellence in managing safety and contact information for the mission as well as supporting complex incoming calls and preparing for migration to ATLAS directory.
Official recognition and appreciation: DEPARTMENT OF STATE official recognition and appreciation for completion of 20 years of service with the U.S. Government.
Extra Mile Award: U.S. DEPARTMENT OF STATE extra mile award in recognition of professionalism and devotion in supporting the 4th of July Vin D'Honneur.
Eagle Award: For extraordinary customer service and support made necessary from the sudden increase of American Citizen Services (ACS) calls.
Timeline
Telephone Operator-Management
U.S. Embassy Of Beirut
10.2008 - 10.2024
Surveillance and Detection Operator
U.S. Embassy Of Beirut
04.2003 - 10.2008
Accounting and Management
Merhej Nassif
02.2000 - 02.2003
Sales Agent
Fattal
01.1998 - 01.2000
Bachelor of Social Science - Social Sciences Education-studied 2 Years No Deg.
Lebanese University
Certificate of Technical Studies - Information Technology Program, Accounting Focus
American Universal College
Certificate of Technical Studies - Information Technology Program-Management Focus
American Universal College
High School Diploma -
Choueir Official Secondary School
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