A multi-lingual, team player, results-oriented leader recognized for ability to lead cross-functional programs via designing, strategically planning, establishing milestones, overseeing deadline completion as well as tracking, decision making, and problem solving that result in improved systems, increased production and decreased expenses. A professional that is adept at policy making, student advising, long-term stakeholder partnerships, technical support, and benchmark setting. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Hi, I’m
Lial Fraij
Dearborn,MI
Summary
Overview
18
years of professional experience
Work History
DoorDash
Delivery Driver Assistant
09.2023 - Current
Job overview
- Improved delivery efficiency by assisting driver with loading and unloading tasks.
- Ensured timely deliveries by maintaining accurate route schedules and addressing any delays promptly.
- Enhanced customer satisfaction with prompt and courteous service during deliveries.
- Assisted in maintaining vehicle cleanliness, conducting regular checks for optimal performance.
Freelancer
Team Building Trainer and Multi-Language Tutor
01.2012 - Current
Job overview
- Improved employee performance by designing and implementing effective training programs.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Developed customized training materials for various industries, ensuring relevance to the target audience.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
Freelancer
Writer and Editor/Translator/Interpreter
01.2010 - Current
Job overview
- Enhanced client satisfaction by delivering high-quality written content tailored to specific industries and target audiences.
- Developed engaging articles for online publications, resulting in increased readership and social media shares.
- Collaborated with editors to refine drafts, ensuring consistent tone and style across various platforms.
- Conducted thorough research on diverse topics, producing well-informed pieces that resonated with readers.
Paradies Lagardère/HBF-APU
HR Administrative Assistant
01.2019 - 01.2020
Job overview
- Streamlined HR processes by implementing new software systems and automating manual tasks.
- Improved employee satisfaction with benefits administration by simplifying the enrollment process and providing informative resources.
- Supported recruitment efforts by coordinating job postings, reviewing resumes, and scheduling interviews.
- Enhanced onboarding experience for new hires through well-organized orientation sessions and timely completion of paperwork.
ABC
Customer Service Representative
03.2017 - 06.2019
Job overview
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Zayed University
Academic Advisor/ Tenured Instructor
01.2014 - 01.2015
Job overview
- Enhanced student success by developing and implementing comprehensive academic plans.
- Improved retention rates by providing personalized guidance to students at various stages of their academic journey.
- Promoted a positive learning environment with effective communication and collaborative problem-solving strategies.
- Assisted students in identifying career goals and aligning them with appropriate academic programs.
Talal Abu Ghazaleh Int’l University (TAGI-UNI)
Test Center Director
01.2013 - 01.2014
Job overview
- Enhanced center performance by implementing strategic plans and monitoring progress towards goals.
- Managed center budget for optimal resource allocation and financial stability.
- Increased staff productivity with regular training sessions, clear expectations, and constructive feedback.
- Promoted a positive learning environment by fostering collaboration among staff members and addressing conflicts professionally.
TAG-Org/TAGI-UNI
Program Director
01.2012 - 01.2014
Job overview
- Enhanced program efficiency by streamlining processes and implementing innovative solutions.
- Developed high-impact programs for optimal results, focusing on strategic planning and execution.
- Increased stakeholder satisfaction with proactive communication and timely issue resolution.
- Managed cross-functional teams to deliver exceptional program outcomes within budget and time constraints.
- Established strong partnerships with internal and external stakeholders for collaborative problemsolving.
- Evaluated program performance through comprehensive data analysis, driving continuous improvement efforts.
- Led change management initiatives, fostering a positive organizational culture during periods of transition.
- Mentored team members for professional development, resulting in increased productivity and job satisfaction.
Modern Montessori School
Language Teacher/ Theater Coordinator/ administrative Assistant
01.2010 - 01.2012
Job overview
- Increased student proficiency in foreign languages by incorporating immersive activities and multimedia resources.
- Improved students'' oral and written communication skills through interactive language exercises and group projects.
- Developed personalized lesson plans tailored to individual learning needs, resulting in improved comprehension and retention of language concepts.
- Enhanced cultural awareness among students by introducing authentic materials, such as literature, music, films, and current events from target-language countries.
- Provided constructive feedback on student performance, both verbally and in writing, enabling them to make continuous progress in their language studies.
- Collaborated with colleagues to develop interdisciplinary lessons that reinforced language acquisition across subjects.
- Mentored struggling students through one-on-one tutoring sessions, leading to significant improvements in their overall academic performance.
- Assessed student progress regularly through quizzes, tests, and informal evaluations to ensure they were meeting course objectives.
Lava Java
Waitress
01.2008 - 10.2010
Job overview
- Enhanced customer satisfaction by providing attentive service and anticipating guest needs.
- Streamlined order processing for increased efficiency through clear communication with kitchen staff.
- Maintained a clean and organized dining area, contributing to a pleasant atmosphere for guests.
- Managed high volume of customers during peak hours, maintaining prompt and efficient service.
Arab Community Center for Social and Economic Services (ACCESS)
Organizational Development & Strategic Planning Coordinator/HR Assistant
01.2007 - 01.2010
Job overview
- Increased efficiency by streamlining coordination processes and implementing new organizational systems.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Coordinated cross-functional teams, resulting in seamless project execution and enhanced outcomes.
Americorps
Volunteer & Intern Recruiting Coordinator
01.2008 - 01.2009
Job overview
- Enhanced community engagement by organizing and leading outreach events.
- Improved organizational efficiency by streamlining volunteer onboarding processes.
- Promoted environmental awareness with educational workshops and hands-on activities.
- Boosted fundraising efforts, securing valuable donations through targeted campaigns.
- Mentored new volunteers, fostering a supportive and inclusive team environment.
- Strengthened partnerships between the organization and local businesses to enhance collaboration opportunities.
- Developed marketing materials for events, increasing public interest and attendance rates.
- Managed administrative tasks such as scheduling, record-keeping, and budgeting for program success.
- Coordinated volunteer training sessions to ensure consistent delivery of services across teams.
- Contributed to strategic planning meetings, providing valuable insights based on firsthand experience with target populations.
Walmart Distribution Center
Store Manager
01.2006 - 03.2007
Job overview
- Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Developed a successful employee retention plan, reducing staff turnover rates significantly.
Education
University of Michigan, Dearborn (UM-D)
MS from Public Administration (Public, Private, & Non-Profit Sectors)
University Overview
GPA: 3.68/4
Joint Honors University of Jordan (UJ)
BS from English/Spanish
University Overview
Minor: Greek, Italian & Russian
Skills
- Safe Driving Practices
- Load Securing Techniques
- Familiarity with Local Traffic Laws
- Delivery Scheduling Expertise
- File Maintenance
- New employee onboarding
- Training Coordination
- Human resources records
- Background Checks
- Employee Relations
- Meeting Preparation
- HR Policies Compliance
- Diversity awareness
- HR policies
- Advanced knowledge of technology
- Customer service experience
- Effective leader
- Strategic leadership
- Strategic Planning
- Group and individual instruction
- Innovation and Creativity
- Business Management
- Academic advisement
- Data Entry
- Data Collection
- Product Knowledge
- Scheduling
- Paperwork Processing
- Appointment Scheduling
- Call Management
- Complaint resolution
- Coordination
Affiliations
Affiliations
Detroit Metropolitan Area Chapter of American Society for Public Administration, (ASPA) – USA, Member (2007-2009)
Professional Training Certificates
Professional Training Certificates
- Certificate of Cybersecurity (8 courses), Google & ACCESS Professional Certificates Program, December, 2023 - May, 2024 (ongoing)
- Certificate of Global Training, TAGO, July, 2019
- TOT, Knowledge Stations, May-August, 2018
- SME, Talal Abu Ghazaleh Organization, June, 2017
- Community Based Health and First Aid (CBHFA), International Federation of Red Cross and Red Crescent Societies, Jordan Red Crescent, May/June, 2016
- GRE Preparation Course, AMIDEAST, December, 2013 – January, 2014
- Maintain/Prepare Financial Records, Accounting Field, Business Diploma (online) III, ITAD, June, 2013
- TOEFL iBT, AMIDEAST, May, 2012
- ICDL Certificate, Modern Montessori School, 2011
- Teaching Certificate: Being a Leader in your Classroom (class management)/lesson planning/understand developing challenges, 2011
- Le Certificat & Le Brevet, 2005-2009
Leadership Volunteer Activities
Leadership Volunteer Activities
- Volunteer, Charter for Compassion, 2012
- Volunteer, Martin Luther King Day, 2009
- Librarian assistant (Volunteer), the Jordan University, 2005
- Volunteer, Ramadan event for children, the “We Care about Orphans Organization”, 2003
References
References
- Dr. John Artis, Professor and COO at ACCESS, Educational Leadership Programs department, the University of Michigan – Dearborn, jbartis@umd.umich.edu/jartis@access.org/jartis@hotmail.com, 313-593-5435 or 313-418-0311
- Dr. Daw Alwerfalli, Professor, Engineering department, College of Engineering and Computer Sciences, Lawrence Technological University, dwerfalli@ltu.edu, 248-204-4000
- Dr. Dale Thomson, Assistant Professor of Political Science and the Director of the Institute for Local Government, University of Michigan – Dearborn, thomsond@umd.umich.edu, 313-593-5140 or 313-593-5545
Languages
English
Native or Bilingual
Arabic
Native or Bilingual
Spanish
Professional Working
French
Professional Working
Timeline
Delivery Driver Assistant
DoorDash
09.2023 - Current
HR Administrative Assistant
Paradies Lagardère/HBF-APU
01.2019 - 01.2020
Customer Service Representative
ABC
03.2017 - 06.2019
Academic Advisor/ Tenured Instructor
Zayed University
01.2014 - 01.2015
Test Center Director
Talal Abu Ghazaleh Int’l University (TAGI-UNI)
01.2013 - 01.2014
Team Building Trainer and Multi-Language Tutor
Freelancer
01.2012 - Current
Program Director
TAG-Org/TAGI-UNI
01.2012 - 01.2014
Writer and Editor/Translator/Interpreter
Freelancer
01.2010 - Current
Language Teacher/ Theater Coordinator/ administrative Assistant
Modern Montessori School
01.2010 - 01.2012
Waitress
Lava Java
01.2008 - 10.2010
Volunteer & Intern Recruiting Coordinator
Americorps
01.2008 - 01.2009
Organizational Development & Strategic Planning Coordinator/HR Assistant
Arab Community Center for Social and Economic Services (ACCESS)
01.2007 - 01.2010
Store Manager
Walmart Distribution Center
01.2006 - 03.2007
University of Michigan, Dearborn (UM-D)
MS from Public Administration (Public, Private, & Non-Profit Sectors)
Joint Honors University of Jordan (UJ)
BS from English/Spanish