Loubna Saasaa
Boston,MA
Summary
Customer-focused account manager with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Overview
9
9
years of professional experience
Work History
Account Manager
Granite Telecommunications LLC
Quincy, MA
08.2015 - 07.2017
- Maintained and managed over 40 customer accounts
- Available 24 x7 to support and assist my customers
- Conducted weekly meetings and conference calls with customers to discuss accounts
- Summarized the weekly meeting and followed up with the customers on actions taken
- Responsible for maintenance, outages, billing and reports of over 40 accounts
- Developed and maintained relationships with key accounts to ensure customer satisfaction.
- Analyzed client data and identified opportunities for growth.
- Provided technical support to customers when needed.
- Coordinated with internal teams to ensure timely delivery of products and services to clients.
- Resolved customer complaints in a timely manner.
- Utilized problem-solving skills when dealing with difficult customers.
- Acted as main point of contact in matters relating to client concerns and needs.
- De-escalated customer interactions by providing alternative solutions to issues.
- Addressed customer questions and concerns regarding products and services.
- Assisted in coaching new customers on how to use Rock reports to manage accounts remotely
- Collaborated with marketing team to develop promotional materials for clients.
Executive Repair Team Lead
Granite Telecommunications LLC
Quincy, MA
03.2012 - 08.2015
- Remotely troubleshot issues on problem calls from Granite customers and field technicians
- Professionally and accurately handled customer requests including technical and non technical inquiries
- Followed up with customers and internal departments to confirm that issues have been resolved in a timely manner
- Answered questions regarding service installation, product features, and outages problems
- Communicated directly with customers and field technicians
- Maintained and completed trouble reports in a timely manner
- Ran Reports via Power Pivot to check for missing fees and erroneous charges on accounts monthly
- CompletedNTF fee audits Monthly
- Analyzed NTF charges on client accounts prior to bill run to ensure accuracy
- Coached teammates on how to resolve complex issues
- Assigned all incoming emails to be worked in a timely manner
Temporary Administrative Assistant
Department of Neighborhood Development
01.2011 - 05.2011
- Managed property advertisement schedule, proofread ad copy, approved ads, and processed payments
- Worked closely with outside vendors to assure ad copy schedule was maintained and published on schedule
- Preformed budget draw downs for administration and finance department
- Ordered office supplies as needed, maintained inventory and ensured accuracy of supply invoices
- Resolved invoice and payments discrepancies with outside vendor
Internship
Massachusetts Department of Transportation
09.2009 - 12.2009
- Improved the efficiency of completing crash reports and located crashes using the GIS system
- Analyzed and conducted road safety audits
Internship
Massachusetts Turnpike Authority
01.2009 - 04.2009
- Improved the efficiency of response to claimants by collecting information from engineers about road conditions
- Answered phone calls; set up appointments
- Wrote letters of acceptance and denial to claimants
Education
Bachelor of Science -
Wentworth Institute of Technology
Boston, MA01.2010
Skills
- Excellent Problem Solving and Analytical Skills
- Strong Data Entry and Record Maintenance Skills
- Proficient in MS Office, Excel, Word, Power Point, Power Pivot, Outlook and Access
- Efficient Organizational, Communication and Writing Skills
- Fluent in Arabic
Timeline
Account Manager
Granite Telecommunications LLC
08.2015 - 07.2017
Executive Repair Team Lead
Granite Telecommunications LLC
03.2012 - 08.2015
Temporary Administrative Assistant
Department of Neighborhood Development
01.2011 - 05.2011
Internship
Massachusetts Department of Transportation
09.2009 - 12.2009
Internship
Massachusetts Turnpike Authority
01.2009 - 04.2009
Bachelor of Science -
Wentworth Institute of Technology