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
Personnel training and development
Customer Relationship Management Software (CRM)
Complaint resolution
MS Office expert
Policies and procedures
Friendly nature
Leadership
Office management
Organizational skills
Technical Support
Policy and procedure modification
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