Marie Joe Sakr
Fontana
Summary
Experienced with providing high-quality customer support across various channels. Utilizes strong problem-solving skills to address and resolve customer inquiries efficiently. Track record of excellent communication and maintaining positive customer relationships.
Overview
2
2
years of professional experience
Work History
Human Resources
All City Plumbing
02.2023 - Current
- Efficiently managed personnel files, maintaining confidentiality while keeping records up-to-date and organized.
- Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
- Answered and redirected incoming phone calls for office.
- Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
- Enhanced onboarding experience for new hires by creating comprehensive orientation materials and training programs.
- Created and completed personnel action forms for hires, title changes and terminations.
- Developed historical reports to monitor using ServiceTitan to track, analyze, and report trends for call center representatives, pin-pointing strength and weaknesses, and developing an improvement plan to maximize our resources.
- Managed the GPS tracking of over 50 plumbers, electricians, and HVAC technicians to ensure adherence to schedules, correct appointment attendance, and compliance with road laws and regulations. This initiative enhanced customer experience and reinforced safety measures.
Customer Service Representative
All City Plumbing
02.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to 100+ customer requests for products, services, and company information via inbound and outbound calls, Angies' Leads, emails, Scorpion Fills, and Chirpp.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Shift Leader Manager
Taco Bell
08.2022 - 01.2023
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Resolved customer complaints promptly and professionally, fostering positive relationships and maintaining brand loyalty.
- Trained and mentored new employees to maximize team performance.
- Oversaw cash handling procedures, reducing discrepancies and increasing overall accuracy in financial transactions.
- Managed inventory levels for optimal stock availability, resulting in reduced waste and increased profit margins.
Education
Bachelor of Arts - Business Administration// Business Analytics
California State University, East Bay
Hayward, CA06-2026
Undergraduates Courses Completed - Business Administration And Management
Mount San Antonio College
Walnut06-2024
Skills
- Administrative skills
- Conflict management
- Customer service
- Critical thinking
- Complaint handling
- Hiring and training
- Solutions development
- Teamwork and collaboration
- Data and report analysis
Languages
English
Native or Bilingual
Arabic
Native or Bilingual
French
Full Professional
Timeline
Human Resources
All City Plumbing
02.2023 - Current
Customer Service Representative
All City Plumbing
02.2023 - Current
Shift Leader Manager
Taco Bell
08.2022 - 01.2023
Bachelor of Arts - Business Administration// Business Analytics
California State University, East Bay
Undergraduates Courses Completed - Business Administration And Management
Mount San Antonio College
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