Mahera Abu-Seif
Hope Mills,North Carolina
Far and away the best prize that life offers is the chance to work hard at work worth doing.
Theodore Roosevelt
Summary
Diligent local government, and trade experience brings top skills in customer service, data entry and conflict resolution. Recognized for resolving customer complaints with integrity and professionalism to maintain customer satisfaction and retention. Motivated team player committed to contributing to company success goals. Dedicated student completing an Associate Degree in Business Management.
Overview
11
11
years of professional experience
1
1
Certification
Work History
CUSTOMER CARE SPECIALIST
DUKE ENERGY / PIEDMONT NATUAL GAS
05.2023 - Current
- Analyzed customer feedback data in order to make process improvements across departments.
- Converted incoming calls into booked service appointments.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Resolved billing and service issues for Piedmont Natural Gas/Duke Energy customers.
- Maintained high satisfaction rating with customers by providing exceptional service and support.
- Delivered customer support to high call load each shift.
- Educated customers where applicable to alleviate need for future contact.
- Identified opportunities for cross-selling or upselling additional products and services when appropriate.
- Processed customer account changes with proprietary software.
PERMIT SPECIALIST
TOWN OF HOPE MILLS, NC
09.2022 - 05.2023
- Assisted applicants in completing required forms for various permits.
- Monitored projects for compliance with approved plans, specifications and local building codes.
- Assisted with developing strategies for streamlining the permitting process while ensuring quality control measures are maintained.
- Prepared reports summarizing activities related to permitting processes.
- Participated in training sessions designed to update knowledge about current laws governing the issuance of permits.
- Tracked progress on pending permit applications using database software systems.
- Reviewed and evaluated permit applications to ensure accuracy of information and compliance with applicable codes, laws, regulations and standards.
- Resolved customer complaints concerning permitting issues in an efficient manner.
- Coordinated with outside agencies regarding required inspections or approvals needed before issuing a permit.
- Performed administrative duties such as filing paperwork, responding to inquiries from customers via telephone or email.
- Collaborated with other departments within the organization on matters related to permitting activities.
- Evaluated applications and assessment results to determine eligibility and acceptance.
PERMIT TECHNICIAN
CITY OF FAYETTEVILLE, NC
10.2020 - 09.2022
- Assisted applicants in completing required forms for various permits.
- Monitored projects for compliance with approved plans, specifications and local building codes.
- Assisted with developing strategies for streamlining the permitting process while ensuring quality control measures are maintained.
- Prepared reports summarizing activities related to permitting processes.
- Participated in training sessions designed to update knowledge about current laws governing the issuance of permits.
- Tracked progress on pending permit applications using database software systems.
- Reviewed and evaluated permit applications to ensure accuracy of information and compliance with applicable codes, laws, regulations and standards.
- Resolved customer complaints concerning permitting issues in an efficient manner.
- Coordinated with outside agencies regarding required inspections or approvals needed before issuing a permit.
- Performed administrative duties such as filing paperwork, responding to inquiries from customers via telephone or email.
- Collaborated with other departments within the organization on matters related to permitting activities.
- Evaluated applications and assessment results to determine eligibility and acceptance.
TELECOMMUINICATOR II
City Of fayetteville, NC
07.2017 - 10.2020
- Regularly tested communication equipment such as radios, phones and computers for proper functioning.
- Maintained communication with field units by providing them with up-to-date information on incidents they were responding to or investigating.
- Coordinated resources among various departments in order to ensure efficient resolution of incidents.
- Operated multi-line telephone system, including transferring calls, placing outbound calls, taking messages and paging staff members.
- Adhered strictly to applicable laws related to privacy regulations when handling sensitive information.
- Dispatched police officers to calls for service in a timely manner, utilizing knowledge of jurisdictional boundaries and radio protocol.
- Attended regular training sessions on topics such as communication protocols, safety procedures.
- Utilized computer aided dispatch software to enter data into the database in order to create incident reports.
- Gathered essential information from callers such as name, location, nature of the problem, while remaining calm under pressure.
- Provided pre-arrival instructions to callers regarding medical emergencies until paramedics arrived at the scene.
TEAM MEMBER
JASIE VINYL SUPPLY
12.2016 - 03.2017
- Operated cash registers to process payments from customers.
- Worked hard to learn required tasks quickly to maximize performance.
- Greeted customers upon entering the store with friendly demeanor.
- Performed opening and closing duties such as setting up displays, restocking items, and cleaning the sales floor.
- Provided customer service support to ensure satisfaction.
- Addressed customer needs, responding to specific requests.
- Collaborated with team members to maximize productivity and efficiency.
- Answered phone calls regarding inquiries about products or services.
- Maintained a clean and organized work area throughout shift.
TEAM MEMBER
FOOD LION
08.2016 - 11.2016
- Operated cash registers to process payments from customers.
- Worked hard to learn required tasks quickly to maximize performance.
- Greeted customers upon entering the store with friendly demeanor.
- Performed opening and closing duties such as setting up displays, restocking items, and cleaning the sales floor.
- Developed positive customer relationships through friendly greeting and excellent service.
TEAM MEMBER
FIREHOUSE SUBS
09.2015 - 02.2016
- Performed opening and closing duties such as setting up displays, restocking items, and cleaning the sales floor.
- Greeted customers upon entering the store with friendly demeanor.
- Worked hard to learn required tasks quickly to maximize performance.
- Operated cash registers to process payments from customers.
- Maintained a clean and organized work area throughout shift.
- Collaborated with team members to maximize productivity and efficiency.
TEAM MEMBER
SUBWAY
09.2013 - 06.2014
- Monitored expiration dates on food items for freshness assurance.
- Processed and retrieved customer special orders.
- Received, processed, and stocked merchandise in accordance with store policies.
- Contributed to team safety and productivity by removing safety hazards and keeping areas neat and well-stocked.
- Assisted customers with product selection and ordering process.
- Collaborated with team members to maximize productivity and efficiency.
- Resolved customer issues promptly in a professional manner.
- Addressed customer needs, responding to specific requests.
- Provided customer service support to ensure satisfaction.
Education
Associate of Science - Business Administration
05-2024
High School Diploma -
06-2015
Skills
- Customer Service
- Verbal and Written Communication
- Data Collection
- Scheduling
- Data Entry
- Computer Skills
- Problem-Solving
- Critical Thinking
- Active Listening
- Decision-Making
- Multitasking
- Adaptability and Flexibility
- Organizational Skills
- Teamwork and Collaboration
- Report preparation
- Money handling abilities
- Sales expertise
- First Call resolution
Certification
- North Carolina Notary Public
- North Carolina Firefighter I & II
- Business Administration - Business Foundations Certificate
- Telecommunicator Crisis Intervention Training
- APCO Communications Training Officer
- FIP7000 - TIMS Traffic Incident Management
- Emergency Vehicle Driver
- Traffic Incident Management
- Hazardous Materials Level 1 Responder
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
CUSTOMER CARE SPECIALIST - DUKE ENERGY / PIEDMONT NATUAL GAS
05.2023 - Current
PERMIT SPECIALIST - TOWN OF HOPE MILLS, NC
09.2022 - 05.2023
PERMIT TECHNICIAN - CITY OF FAYETTEVILLE, NC
10.2020 - 09.2022
TELECOMMUINICATOR II - City Of fayetteville, NC
07.2017 - 10.2020
TEAM MEMBER - JASIE VINYL SUPPLY
12.2016 - 03.2017
TEAM MEMBER - FOOD LION
08.2016 - 11.2016
TEAM MEMBER - FIREHOUSE SUBS
09.2015 - 02.2016
TEAM MEMBER - SUBWAY
09.2013 - 06.2014
Fayetteville Technical Community College - Associate of Science, Business Administration
Gray’s Creek High School - High School Diploma,