MONTHER AL QADI
Burlingame,CA
Summary
Highly driven General Manager successful at implementing strategic approaches to drive profitability and sales. Recognized for performance excellence in operations and customer care. Successful at motivating, training and developing team members to drive profitability in highly competitive environment.
Overview
10
10
years of professional experience
Work History
General Manager
Raid al qadi sweets
Jordan , JO
04.2019 - 02.2024
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Trained employees on duties, policies and procedures.
- Recruited, interviewed and hired qualified staff for open positions.
- Created schedules and monitored payroll to remain within budget.
- Established and maintained effective communication with staff members to ensure efficient operations.
- Recruited, trained and empowered employees to achieve key performance indicators.
- Supervised employees through planning, assignments, and direction.
- Administered employee discipline through verbal and written warnings.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Tracked monthly sales to generate reports for business development planning.
- Built and maintained loyal, long-term customer relationships through effective account management.
- Assisted in the recruitment process by interviewing potential candidates for open positions.
- Conducted employee evaluations to provide adequate feedback and recognize quality performance.
- Guided management and supervisory staff to promote smooth operations.
- Developed and implemented operational strategies to improve efficiency, reduce costs and maximize customer satisfaction.
- Managed inventory levels and conducted corrective action planning to minimize long-term costs.
- Delivered exceptional client experiences through hands-on leadership of associates and managers.
Call Center Agent
Zain Telecommunications
Jordan , JO
11.2013 - 04.2019
- Developed strong relationships with customers through effective communication skills.
- Assisted customers with inquiries, issues and complaints via telephone, email and chat.
- Managed high-volume of inbound and outbound customer calls.
- Identified customer needs by asking probing questions and actively listening to responses.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Maintained strong call control and quickly worked through scripts to address problems.
- Utilized problem solving techniques when dealing with difficult or irate customers.
- Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
- Greeted customers in a professional and courteous manner.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Customer Service Representative
Zain Telecommunications
Jordan , JO
04.2015 - 03.2019
- Answered customer inquiries and provided accurate information regarding products and services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
Education
Bachelor of Science - Computer And Information Sciences
Middle East University
Jordan , JO06-2017
Skills
- Operations Oversight
- Sales
- Branding
- Financial Administration
- Quality Management
- Business Development
- Service Quality Improvement
- Contract Negotiations
- Schedule Management
- Advertising and Marketing
- Business Administration
- Account Management
- Distribution Management
- Customer Relationship Management
- Project Management
- Customer Retention
- Program Administration
- Staff Supervision
- Customer Experiences
- Workflow Planning
- Customer Relations
- Purchasing
- Vendor Partnerships
- Cost Analysis and Savings
- Networking Abilities
- Staff Management
- Operations Start-Up
- Process Redesign
- Problem Resolution
- Troubleshooting Expertise
- Performance Improvements
- Employee Scheduling
- Time and Resource Optimization
- Sales Planning and Implementation
- Negotiation Skills
- Sales Team Development
- Leadership
- Salary Structure/Compensation Analysis
- Recruitment
- Human Resources Leadership
- Stamping and Assembly
- Verbal and Written Communication
- Relationship Building
- Data Review
Timeline
General Manager
Raid al qadi sweets
04.2019 - 02.2024
Customer Service Representative
Zain Telecommunications
04.2015 - 03.2019
Call Center Agent
Zain Telecommunications
11.2013 - 04.2019
Bachelor of Science - Computer And Information Sciences
Middle East University