Nora Ayoubi
Willington,CT
Summary
Motivated college graduate with strong work ethic and ability to work independently. Strong organizational and team collaboration skills with experience in improving processes. Extensive background in communication, specifically persuasion, media literacy, and public speaking. Ability to make decisions, solve problems and prioritize work. Customer service background with experience in an office environment as well as working remotely.
Overview
5
5
years of post-secondary education
4
4
years of professional experience
Work History
Trainer, Customer Service Representative
Waterlogic USA
Farmington, CT
08.2019 - 07.2020
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Created service calls as necessary using NextGen and Lacrosse.
- Processed payments via Billtrust and creating cases for billing issues.
- Located contracts for customers and answering questions (rental term, price, services).
- Deescalated calls to avoid further escalation.
- Tracked inquiries and complaints relative to product warrant, product operation, maintenance and installation.
- Processed credit memos when necessary for customer satisfaction.
- Trained new CSRs while working from home via screen sharing on multiple platforms.
- Outlined procedures in service calls for trainees.
- Identified and proactively solving internal problems related to employee turnover by revamping training approaches.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Used the company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Suggested new procedures to persuade cancelling customers to stay with company
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Communicated with vendors regarding back order availability, future inventory and special orders.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Initiated termination of customer contract upon request.
- Resolved customer complaints and addressed emergency requests and needs.
- Documented and detailed calls and complaints using call center's CRM database.
- Resolved complaints efficiently to satisfy customers and encourage future transactions.
- Mentored new hires, resulting in stronger staff development and increased productivity.
Cashier
Avon Wines and Spirits
Avon, CT
07.2019 - 09.2019
- Performed functions on POS system to take customer transactions.
- Stayed current on stock management needs by diligently inspecting deliveries, replenishing shelves and updating storage to meet current demands.
- Denied alcoholic sales to intoxicated customers and contacted management immediately when issues escalated.
- Received payments by cash, credit and personal check and remitted correct change.
- Educated customers on different promotions, spirits and wines to facilitate buying decisions.
- Assisted customer by locating items, processing payments and carrying out heavy purchases.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
Customer Service Representative
University of Connecticut
Storrs, CT
09.2018 - 05.2019
- Answered inbound phone calls at high volumes.
- Performed lock-outs when students are locked out of their rooms.
- Escorted vendors to on- campus housing.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Cashier
Panera Bread
West Hartford, CT
10.2015 - 08.2017
- Took orders and operated the POS software on the registers.
- Attended to orders at barista counter, making smoothies and espresso drinks.
- Interacted effectively with customers and employees to meet the customer’s needs.
- Improvised during problem solving situations with unsatisfied customers.
- Organized the display case and cleaning storefront during off-peak hours.
- Took on new responsibilities such as going from cashier position to line preparation based on needs of the café.
- Worked 5-12 hours shifts depending on availability.
Education
Bachelor of Communication - Communication
University Of Connecticut
Storrs, CT 09.2015 - 12.2020
Skills
Microsoft Word, Excel, and Powerpoint
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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References
Tim Canne, Senior Manager of Customer Service, Waterlogic USA
Mabel Laboy-Ferry, Customer Service Supervisor, Waterlogic USA
Jessie Kulungian, Customer Service Team Lead, Waterlogic USA
John Pike, Vice President of Sales Operations, Waterlogic USA
Pi Patel, Owner, Avon Wines and Spirits
Quote
The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama
Timeline
Trainer, Customer Service Representative
Waterlogic USA
08.2019 - 07.2020
Cashier
Avon Wines and Spirits
07.2019 - 09.2019
Customer Service Representative
University of Connecticut
09.2018 - 05.2019
Cashier
Panera Bread
10.2015 - 08.2017
Bachelor of Communication - Communication
University Of Connecticut
09.2015 - 12.2020
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