Reem Alriyati
Woodbridge,United States
Summary
Government Agency Customer Service support specialist with 10 years of experience strategic in communications and public engagement for governmental bodies. Utilizes extensive customer service skills, and deep understanding U.S. Customs and Border Protection Services.
Overview
11
11
years of professional experience
Work History
Customer Service Representative at CBP
Tech Op Solutions
10.2021 - Current
- The information call center will be established with language appropriate translator to serve the traveling public via telephone calls or emails.
- Provide timely and accurate responses response to inquires from travelers around the globe regarding the application developed and managed by DHS to aid in re-entry, visa renewal services, and other travel and immigration related topics.
- Provided and respond to live contacts in order to give the appropriate response from provided responses and materials.
- Assist in identifying multiple questions/concerns/injuries in the email and response using Government- approve response template language.
- Input incorrect information into the Customer Database including use of correct grammar and spelling, accurate selection of all appropriate contact subject categories and a maximum of 5 solution, and addition of any notes or comments pertinent to the contract and / or record.
- Provide and transfer any reportable communication to the appropriate department.
- Answer customer questions; make referrals: help clarify policies and procedures.
- Provide general travel assistance information.
- Other Duties as assigned.
- Provided assistance in English and Spanish questions a member might have regarding their account and process escalations to correct department.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
ESL Teacher
VIP KID
10.2019 - 01.2022
- Innovated and implemented ESL curriculum fostering students' conversational skills
- Monitored and recorded student attendance and progress, driving towards set objectives
- Pioneered interactive ESL teaching techniques, boosting conversational fluency
- Meticulously tracked student progress, ensuring achievement of learning goals
Account Executive
ACI Worldwide Inc.
03.2018 - 10.2019
- Analyzed customer data to identify issues, propose viable solutions, ensuring high-level service quality
- Boosted efficiency by mastering call scripts, steering conversation flow
- Demonstrated strict adherence to company policies, achieving consistent performance in call-time and quality metrics
- Provided exceptional customer service, addressing client concerns promptly and effectively to ensure long-term loyalty.
- Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
- Boosted client satisfaction by developing and maintaining strong relationships through effective communication.
Supervisory Mission Support Specialist
FEMA
10.2017 - 03.2018
- Spearheaded prompt response to team inquiries, optimizing call center productivity
- Managed advanced issue resolution with professionalism
- Produced detailed reports on call times and satisfaction ratings
- Established stellar first impression through patient and positive customer interactions
- Executed clerical duties including mail sorting, supplies restocking, and document typing
- Enhanced operational efficiency by streamlining call center processes
- Provided expert guidance in the development of new mission strategies, leveraging extensive knowledge of global trends and emerging issues.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
Finance Manager
TMX Finance
01.2014 - 10.2017
- Orchestrated daily operations through strategic planning and budgeting
- Enhanced staff competency in financial procedures through targeted training
- Streamlined banking and administrative tasks to ensure superior client service
- Reviewed documentation and identified financial discrepancies where applicable.
- Streamlined month-end close process, reducing time spent on manual tasks and improving data accuracy.
- Ensured compliance with local, state, federal tax regulations; timely filing of all required documents, mitigating potential penalties or fines.
- Mentored junior finance staff, fostering professional development and strong team dynamics.
- Processed invoices and contacted appropriate parties for timely payment receipt.
- Optimized cash flow with diligent monitoring of accounts receivable and payable.
Education
BBA - Business Administration And Management
Strayer University
Washington, DC06-2019
Skills
- Microsoft Word, Excel, PowerPoint, and Outlook
- Customer Service / Data Entry/ Office experience
- Customer Service and Administrative Support
- Bilingual Fluent in English and Spanish
- Arabic Speaking
- Call center experience
- Complaint resolution
- Customer satisfaction measurement
Timeline
Customer Service Representative at CBP
Tech Op Solutions
10.2021 - Current
ESL Teacher
VIP KID
10.2019 - 01.2022
Account Executive
ACI Worldwide Inc.
03.2018 - 10.2019
Supervisory Mission Support Specialist
FEMA
10.2017 - 03.2018
Finance Manager
TMX Finance
01.2014 - 10.2017
BBA - Business Administration And Management
Strayer University
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