Rozana Hatoum

· Supervise daily operations of the customer service department to ensure efficient and high-quality support.

· Resolve complex customer issues and complaints diplomatically, maintaining client satisfaction and brand reputation.

· Develop and enforce customer service policies, procedures, and standards to enhance service consistency.

· Train, mentor, and evaluate customer service team members, ensuring they deliver exceptional support and product knowledge.

· Analyze customer feedback, satisfaction surveys, and complaints to identify service gaps and implement improvements.

· Monitor performance metrics such as response times, issue resolution rates, and customer satisfaction scores (CSAT).

· Implement loyalty initiatives to increase client retention and promote brand loyalty.

· Manage relationships with VIP clients, ensuring they receive premium service and personalized support.

· Attend sales meetings to align service strategies with business development goals and client expectations.

• Coordinated transportation of goods, managing shipment schedules for timely client delivery.
• Implemented a tracking system that enhanced real-time visibility, reducing delays by 15%.
• Negotiated favourable terms with suppliers and carriers to optimise transportation costs.
• Scheduled meetings and coordinated activities for VP’s business operations.
• Managed transaction payables and purchases for multiple clients.
• Led local and offshore exhibitions, coordinating stand reservations and required documentation.

• Managed executive calendar, scheduling appointments and coordinating meetings, achieving 20% productivity increase.
• Handled incoming calls, emails, and inquiries to ensure efficient communication.
• Prepared and edited documents, reports, and presentations with meticulous attention to detail.
• Contributed to marketing strategies and client agreement preparations.