Said Hani
Québec,QC
Summary
Proven leader and efficient problem-solver, adept at boosting sales and enhancing customer satisfaction at Ramada Hotel through strategic planning and effective team leadership. Skilled in operations management and customer relations, I excel in staff development and project management, driving business growth and operational excellence.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Assistant Manager
Ramada Hotel
07.2022 - 07.2023
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Generated repeat business through exceptional customer service.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Mentored team members to enhance professional development and accountability in workplace.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projectstasks.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Increased sales through effective merchandising strategies and targeted promotions.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
- Monitored sales trends to adjust pricing strategies for optimal profitability.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Defined clear targets and objectives and communicated to other team members.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Developed detailed plans based on broad guidance and direction.
Translator and Interpreter
ANC
01.2016 - 06.2020
- Translated documents from Language to Language.
- Upheld strict confidentiality guidelines when handling sensitive information or classified documents for clients.
- Improved cultural understanding among colleagues by providing language training sessions and workshops on foreign customs and practices.
- Fostered better understanding of complex documents by translating technical manuals, legal contracts, and medical reports.
- Provided verbal summaries of non-English documents for immediate use.
- Maintained high linguistic standards across all translations through rigorous proofreading and editing processes.
- Adapted quickly to emerging trends and technologies in the translation industry, ensuring continued relevance and expertise.
- Assisted legal teams in navigating complex cases involving non-English speakers, providing accurate translation of testimonies and evidence materials.
- Contributed to the successful completion of cross-cultural projects by collaborating with diverse teams as a language expert.
- Enhanced client satisfaction by delivering accurate translations and interpretations within tight deadlines.
- Expanded client base through consistent delivery of high-quality translation and interpretation services.
- Facilitated seamless communication during international events, such as conferences, seminars, and workshops, through on-site interpreting services.
- Replicated flow, style, and overall meaning of original texts.
- Demonstrated cultural sensitivity and adaptability during interpretation assignments, fostering positive relationships with clients from diverse backgrounds.
- Enabled effective communication between doctors and patients with limited English proficiency by interpreting medical appointments accurately.
- Received positive feedback from clients for exceptional attention to detail in translated documents and interpreted conversations.
- Bridged language barriers during diplomatic engagements by serving as an interpreter for government officials in high-stakes negotiations or discussions.
- Developed customized glossaries for specialized industries to ensure consistency throughout translation projects.
- Collaborated closely with project managers to meet tight deadlines while maintaining superior linguistic quality.
- Empowered companies to reach new markets through the localization of websites, software applications, and user guides into multiple languages.
- Supported global marketing efforts by translating promotional materials and product descriptions for various industries.
- Applied cultural understanding to discern specific meanings beyond literal written words.
- Streamlined communication between international business partners by providing precise interpretation services during meetings and conferences.
- Translated documents for research departments, supporting data collection and reporting.
- Repeated and restructured complex translations to optimize understanding.
- Supported operations by translating key departmental documents and internal communications.
- Reviewed final works to spot and correct errors in punctuation, grammar, and translation.
- Researched cultural etiquette and specific use of slang words.
- Reviewed news and current events in international publications, translating relevant information for leaders.
- Prepared comprehensive glossaries and terminology databases to facilitate analysis.
- Used translation software to verify complex terms and expedite communication process.
- Reviewed final work to spot and correct errors in punctuation, grammar and translation.
- Updated existing translations to meet contemporary trends in communication.
- Prepared detailed notes per client specifications, assisting in business meetings and proposal presentations.
- Interpreted conversations simultaneously to help both parties conduct business, handle medical needs or manage personal concerns.
Customer Service Representative
Vistaprint
11.2012 - 07.2015
- 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 customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Master Of International Business Management - Management And Leadership
Academy Canada
St Jhons NL09.2023
Bachelor Of Arts - English
Istitut Supérieur Des Etudes Appliquées A La Human
Gafsa07.2008
Skills
- Money Handling
- Customer Relations
- Team motivation
- Product and service knowledge
- Staff Training and Development
- Staff Supervision
- Task Delegation
- Staff Management
- Workload Management
- Retail Operations
- Employee Scheduling
- Operations Management
- Customer rapport
- Marketing knowledge
- Recruiting and interviewing
- Sales Strategies
- Customer Relationship Management (CRM)
- Retail Operations Management
- Strategic Planning
- Staff Development
- Sales Growth
- Policy Enforcement
- Orientation and training
- Sales Reporting
- Employee Performance Evaluations
- Employee performance evaluation
- Project management abilities
- Performance reviewing
- Cost Reduction
- Cost Control
- Project Management
- Financial Management
- Budgeting and finance
- Business Administration
- Schedule oversight
- Negotiation
- Meeting facilitation
- Business Development
- Google Drive
- Promotional planning
- Consulting
- Succession Planning
- Product branding
- Contract Management
- Corporate Social Responsibility
- CSS
- Recruitment and hiring
- Customer Service
- Team Leadership
- Teamwork and Collaboration
- Computer Skills
- Problem Resolution
- Decision-Making
- Multitasking Abilities
- Problem-Solving
- Time Management
- Organizational Skills
- Multitasking
Languages
English
Native or Bilingual
French
Native or Bilingual
Arabic
Native or Bilingual
Certification
Business management 2023
Timeline
Assistant Manager
Ramada Hotel
07.2022 - 07.2023
Translator and Interpreter
ANC
01.2016 - 06.2020
Customer Service Representative
Vistaprint
11.2012 - 07.2015
Master Of International Business Management - Management And Leadership
Academy Canada
Bachelor Of Arts - English
Istitut Supérieur Des Etudes Appliquées A La Human
Business management 2023
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