Najibeh Semaan

• Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
• Trained employees in essential job functions.
• Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
• Initiated plans to improve customer relations, quality standards, and service efficiency.
• Supervised and coordinated team to provide guidance and support and maximize performance.
• Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
• Coordinated with suppliers and vendors to determine availability of required materials.
• Developed and implemented useful strategies to increase sales and customer satisfaction.
• Mentored and supported junior staff members to apply best practices and follow procedures.
• Inspected stocks to identify shortages, replenish supply and maintain consistent inventory.
• Evaluated employee performance and coached and trained to improve weak areas.
• Maintained compliance with company policies, objectives, and communication goals.
• Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
• Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
• Identified unsafe or unhealthful workplace conditions or hazards to enforce safe work practices and procedures.
• Conducted routine inspections to check quality and compliance with established specifications.
• Developed and implemented customer service policies to enhance satisfaction.
• Solicited customer feedback to identify and improve on areas of weakness.

• Coordinated individual duties after careful evaluation of each team member's skill level and area of expertise.
• Performed billing, collection and reporting functions for Morristown base
• Assisted as a Customer Service Liaison for UBER Copter/Signature
• Managed inventory and purchasing for amenity, operational and employee welfare items.
• Managed purchasing using Corporate P Card as well as Signature Billing accounts while adhering to monthly budgeting
• Provided primary customer support to internal and external customers.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Cultivated customer loyalty, promoted repeat customers and improved sales.
• Coached employees through day-to-day work and complex problems.
• Established and updated work schedules to account for changing staff levels and expected workloads.
• Resolved account issues to build rapport and relationships with clients.
• Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Exceeded team goals and collaborated with staff members to implement customer service initiatives.
• Kept abreast of new company products and services to effectively answer questions and resolve complaints.
• Developed documentation and logs of implemented solutions and generated and submitted reports.
• Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
• Coached team members to deliver hospitable, professional service while adhering to set service models.
• Monitored supply chain and managed logistics functions for company.
• Compiled training materials for new employees and tracked skill development.

Progressive Experience Listed Below

• Awarded Academic Scholarship
• Professional development completed in Event Management
• Completed professional development in Service through Service
• TIPS Certified
• CPR Certified