Summary
Overview
Work History
Education
Skills
Certification
Languages
Work Availability
Timeline
Lilian Haddas

Lilian Haddas

Black Mountain,NC
"Our greatest glory is not in never falling, but in rising every time we fall."
Confucius

Summary

Motivated and hardworking professional with an engaging personality and flexible approach. Upbeat, friendly, and committed to providing outstanding customer service and anticipating customer needs.

Responsible, punctual, and productive professional when working with little to no supervision. Organized and dedicated with a record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple tasks. Self-motivated work ethic to perform effectively in independent or team environments.


Overview

21
21
years of professional experience
1
1
Certification

Work History

Server

Biltmore Hotel
10.2007 - 12.2020
  • Cultivated warm relationships with regular customers.
  • Collaborated with kitchen staff to coordinate restaurant goals such as upselling certain items, and addressing product availability issues and other communication concerns.
  • Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
  • Explained menu items and suggested appropriate options for food allergy concerns.
  • Kept the register accurately through correct billing, payment processing, and cash management practices.
  • Managed food resources, memorized orders, and coordinated customer service.
  • Displayed enthusiasm and promoted excellent service to customers.
  • Answered customers' questions, recommended items and recorded order information.

Exchange Student

YMCA Blue Ridge Assembly
06.2004 - 12.2005
  • Led small and large groups of kids in activities such as crafts, hiking, songs, games, and nature walks.
  • Selected as an ambassador to go to an Indian reservation in South Dakota, spending 3 weeks with native American kids in an aftercare program at the YMCA SIOUX
  • Ensured a safe, fun, and meaningful experience for all the participants.
  • Helped with office tasks, taking messages, scanning documents, and answering phone inquiries.
  • Worked in a team environment to maintain high levels of productivity.


Call Center Coordinator

Porto Seguro Cia de Seguros Gerais
10.1997 - 06.2004
  • Provided accurate and appropriate information in response to customer inquiries with excellent customer service.
  • Established and oversaw performance targets for call center associates.
  • Developed quality employees with call center procedures.
  • Conducted performance reviews for customer service representatives to reduce resolution times and improve customer satisfaction ratings.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Improved customer satisfaction scores through the application of superior conflict resolution and problem-solving skills.
  • Supervised about 100 customer service representative team members and provided constructive feedback, resulting in higher morale and increased employee retention.
  • Determined quality assurance benchmarks and set standards for improvement.
  • Created clear and effective policies governing all aspects of employee work and interaction with customers.
  • Improved customer satisfaction scores through the application of superior conflict resolution and problem-solving skills.

Education

Bachelor degree - Business Administration; Management

Fundacao Escola De Comercio Alvares Penteado, Sao Paulo, Brazil

Skills

  • Attention to Detail
  • Excellent Customer Service
  • Critical Thinking
  • Leadership
  • Problem Solving
  • Teamwork
  • Employee Training
  • Great Communication skills
  • Work well under pressure
  • Quick
  • Learner
  • Lilian Haddas - page 2

Certification

Share Data Through the Art of Visualization - CourseraGoogle Data Analytics Professional CertificateAnalyze Data to Answer Questions - CourseraGoogle Data Analytics Professional CertificateProcess Data from Dirty to Clean - CourseraGoogle Data Analytics Professional CertificateData, Data, Everywhere - CourseraGoogle Data Analytics Professional CertificatePrepare Data for Exploration - CourseraGoogle Data Analytics Professional CertificateAsk Questions to Make-Data Driven Decisions - CourseraGoogle Data Analytics Professional Certificate

Languages

Portuguese
Native or Bilingual

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Server - Biltmore Hotel
10.2007 - 12.2020
Exchange Student - YMCA Blue Ridge Assembly
06.2004 - 12.2005
Call Center Coordinator - Porto Seguro Cia de Seguros Gerais
10.1997 - 06.2004
Fundacao Escola De Comercio Alvares Penteado - Bachelor degree, Business Administration; Management

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Lilian Haddas