Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Sareneh Hacopi

La Crescenta

Summary

Customer service expert with over 18 years of experience in team leadership and issue resolution, leveraging Lean & Six Sigma proficiency to drive efficiency and enhance customer satisfaction across complex service environments.Experienced customer service manager with a strong background in communication, organization, and problem-solving. Skilled in handling objections, resolving issues efficiently, and providing tailored solutions to enhance customer satisfaction and drive business results. Collaborative team player dedicated to delivering exceptional support and maintaining high service standards. Encouraging manager with a talent for team building, motivating employees, and fostering positive customer relationships to positively impact company success.

Overview

22
22
years of professional experience

Work History

Sales & Customer service / front office Manager & Green belt certified

Safran Aerosystems
- 06.2024
  • Managed the Customer Service team to ensure performance, consistency, and service excellence
  • Led two daily QRQC (Quick Response Quality Control) meetings to address operational issues in real time
  • Conducted daily KPI reviews to monitor team performance and drive continuous improvement
  • Review WIP and performance indicators with management to identify areas for improvement and drive efficiency
  • Manage WIP (Work in Progress) reports and conduct weekly WIP reviews with customers to track order status and ensure transparency
  • Oversaw contract review and compliance, including high-demand and government contract customers
  • Conducted profitability and margin analysis to support strategic decision-making
  • Led cross-functional problem-solving initiatives to resolve customer and process-related challenges
  • Managed multiple projects simultaneously, ensuring timely delivery and alignment with business goals
  • Coordinate with the Repair Shop to communicate job prioritization and expedite urgent orders
  • Handle AOG (Aircraft on Ground) orders with urgency and accuracy
  • Maintain direct communication with the Logistics Team to ensure timely and compliant shipments

Customer service & front office supervisor

Safran Aerosystems
- 06.2024
  • Lead and oversee Front Office, Shipping, and Receiving teams to ensure smooth daily operations
  • Conduct daily KPI reviews and lead two QRQC (Quick Response Quality Control) meetings to resolve operational issues

Repair Administrator

Safran Aerosystems
04.2011 - 06.2024
  • Delivered exceptional customer service by leveraging deep knowledge of products, services, and procedures to create a welcoming and solution-focused experience
  • Resolved customer inquiries and complaints promptly and professionally, adapting quickly to fast-changing situations
  • Met and exceeded call center performance metrics, including service level, handle time, and productivity standards
  • Responded to customer needs through personalized support and solution recommendations, improving satisfaction and loyalty
  • Served as the primary point of contact for key accounts, handling quotes, pricing, purchase orders, billing, and shipping
  • Collaborated cross-functionally with internal departments to ensure seamless service delivery and issue resolution
  • Handled a high volume of daily communication (calls, emails, and faxes), maintaining efficiency and attention to detail
  • Promoted a superior customer experience by addressing concerns with empathy and urgency
  • Trained and mentored new hires on company policies, services, and customer engagement best practices
  • Led resolution of inter-departmental escalations, improving customer retention and service satisfaction
  • Worked directly with the U.S. Navy to coordinate services for aircraft parts, ensuring contract compliance and timely execution
  • Full working knowledge of military and government contract requirements, including DoD protocols and service fulfillment
  • Maintained complete access and utilization of the U.S. Navy repair database, processing contracts and service orders accurately

Deputy Technical manager / Supervisor

Hamahang Company
01.2002 - 01.2008
  • Led and managed a team of 5, overseeing daily operations and team performance
  • Handled customer RFQs, prepared quotes and Proforma Invoices, and processed purchase orders
  • Ensured on-time delivery of orders and followed up on outstanding customer payments
  • Conducted on-site customer visits (primarily airline hangars) to introduce new and eco-friendly products, highlighting health and environmental benefits
  • Acted as the primary point of contact for technical product discussions and customer education
  • Performed viscosity checks and product testing to ensure quality and suitability
  • Presented and explained Technical Data Bulletins (TDBs) and Material Safety Data Sheets (MSDS) in detail
  • Located and recommended products based on specific customer technical requirements
  • Verified customer claims on rejected products through testing and laboratory analysis when necessary
  • Researched new markets, contributed to product development, and identified opportunities for innovation
  • Negotiated with suppliers to ensure cost-effective procurement while meeting quality and service standards
  • Maintained and analyzed transactional statistics to support decision-making and track product success
  • Served as the primary technical contact for resolving customer issues and providing application support
  • Worked cross-functionally with internal departments and vendors to troubleshoot and resolve product-related concerns

Education

Bachelor of Science - CHEMISTRY

Tehran University
05.2002

Skills

  • Lean & Six Sigma Proficient Green Belt Certified
  • CPR & First Aid Certified
  • Hazmat Shipping Certified
  • Export Control Expert with deep understanding of regulatory compliance
  • Government Contract Review Analyst with experience in defense and commercial sectors
  • In-depth knowledge of US Navy and US Coast Guard customer requirements
  • Proficient in managing defense and commercial customer expectations
  • Experienced with industry portals including CAV, WAWF, AeroXchange, and Exostar

References

References available upon request

Timeline

Repair Administrator

Safran Aerosystems
04.2011 - 06.2024

Deputy Technical manager / Supervisor

Hamahang Company
01.2002 - 01.2008

Sales & Customer service / front office Manager & Green belt certified

Safran Aerosystems
- 06.2024

Customer service & front office supervisor

Safran Aerosystems
- 06.2024

Bachelor of Science - CHEMISTRY

Tehran University

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