Marwa Hussien
Customer Service Manager
Lewisville,TX
Summary
Focused individual offering 5 years of experience in management, office administration and customer service. Proven success in developing high-performance teams and streamlining day-to-day office activities. Team player with exceptional listening and critical thinking skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
15
15
years of professional experience
3
3
years of post-secondary education
Work History
Customer Service Manager
Eagle Industrial Group, Inc
Irving, TX
07.2017 - Current
- Supervised employees and assessed performances to determine training needs
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Negotiated contracts with outside carriers to minimize costs to company and customers.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Monitored customer service operations to assess agent performance and provide feedback.
- Kept accurate records to document customer service actions and discussions.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Developed service procedures, policies and standards.
- Generated customer satisfaction surveys to analyze results into action plans.
- Implemented a new CRM system
- Enhanced production rates by handling staff conflicts, evaluations, hiring and termination processes and coaching employees on company protocol and payroll operations.
Office Manager
Eagle Industrial Group, Inc
Irving, TX
06.2020 - Current
- Assisted in opening up a new office, which includes setting up the utilities, internet and buying furniture
- Maintained equipment, printers and computers.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Managed maintenance of facility and grounds.
- Ran errands and performed miscellaneous duties.
Installer Manager
Eagle Industrial Group, Inc
Lake Forest, CA
07.2018 - 10.2020
- Managed 40+ Independent contractors
- Oversaw each contractor's storage unit, forklift, and inventory needs
- Resolved complaints regarding customers, inventory and accounting
- Interviewed, hired and trained new contractors for growing markets
Order Coordination (EDI)
Eagle Industrial Group, Inc
Lake Forest, CA
06.2016 - 07.2017
- Updated company tracking system with latest information.
- Assisted contractors and dealers by providing tracking information and resolving shipping or merchandise issues.
- Created shipping and invoicing documents with accurate customer, destination and materials information to meet shipper standards
- Processed and manually distributed orders to 13+ distribution centers
- Communicated with 3PL companies to resolve shipment and item issues
Customer Service Representative
Eagle Industrial Group, Inc
Lake Forest, CA
02.2015 - 06.2016
- Worked with detailed office and warehouse records, using computers to enter, access, search and retrieve data
- Obtain customer information such as name, address, and payment method, and enter orders into computers
- Research and track orders to provide tracking for customers and dealers
- Schedule and confirmed appointments for customers
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Trained new personnel regarding company operations, policies and services.
- Responded to customer calls and emails to answer questions about products and services.
Cashier/Server
Luna Grill
Aliso Viejo, CA
08.2014 - 04.2015
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Count money in cash drawers at the beginning/end of shifts to ensure that amounts are correct and that there is adequate change
- Serve customers their foods
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Quickly and clearly communicated dining orders to kitchen staff, directing attention to special requests or dietary restrictions.
- Bussed and reset tables to keep dining room and work areas clean.
- Pack food, dishes, utensils, tablecloths, and accessories for transportation from catering or food requests
- Provide caterers assistance in food preparation or service.
Sales Associate/Cashier/Assistance Visual Coordinator
Kohl's Department Store
Laguna Niguel, CA
09.2012 - 09.2014
- Processed merchandise returns and exchanges
- Assist with duties in other areas of the store, such as monitoring fitting rooms
- Helped customers complete purchases, locate items and join reward programs.
- Dress mannequins for displays
- Change or rotate window displays, interior display areas, or signage to reflect changes in inventory or promotion
- Install decorations, such as banners and festive lights in the building
- Created price tags and merchandise signs.
- Clean display cases, shelves, and aisles.
Education
High School Diploma -
Aliso Niguel High School
Laguna Niguel, CA 09.2010 - 06.2013
Skills
Inter-department collaboration
Timeline
Office Manager
Eagle Industrial Group, Inc
06.2020 - Current
Installer Manager
Eagle Industrial Group, Inc
07.2018 - 10.2020
Customer Service Manager
Eagle Industrial Group, Inc
07.2017 - Current
Order Coordination (EDI)
Eagle Industrial Group, Inc
06.2016 - 07.2017
Customer Service Representative
Eagle Industrial Group, Inc
02.2015 - 06.2016
Cashier/Server
Luna Grill
08.2014 - 04.2015
Sales Associate/Cashier/Assistance Visual Coordinator
Kohl's Department Store
09.2012 - 09.2014
High School Diploma -
Aliso Niguel High School
09.2010 - 06.2013