Sara Alshmrani
Riyadh,Riyadh Region
Summary
Motivated Administrative Assistant with exceptional customer service and engagement skills. Results-orientated professional with proven ability to anticipate needs, proactively address situations and mitigate conflicts. Strong calendar and scheduling management skills to prioritise, organise and maximise availability and project timelines.
Overview
9
9
years of professional experience
Work History
Administration Assistant Acting call center Manger
Riyadh Elm University
Riyadh, Riyadh Region
09.2020 - Current
- Managed incoming and outgoing calls.
- Welcomed guests and clients in upbeat and friendly manner.
- Managed day-to-day admin, including file organisation, spreadsheet development and report writing.
- Maintained detailed administration and office procedures to improve accuracy and efficiency.
- Answered inquiries concerning standardised policies, procedures and regulations.
- Organised client events and conferences.
- Created professional meeting agendas, took minutes and followed up on action items.
- Oversaw organisation, filing and retrieval of customer records.
- Received and screened high-volume internal and external communications, including calls, mail.
- Managed clerical needs of employees, including administrative support, file management and stationery supplies.
Quality Officer
Maharah Human Resouces Company
Riyadh, Riyadh
08.2015 - 11.2018
- Developed quality monitoring programme, preventing in non-compliance losses.
- Facilitated accurate tracking of quality goals by establishing, collecting and reporting monthly quality KPIs.
- Developed quality improvement systems and policies.
- Ensured continuous compliance, managing all quality assessment results in CRM & HCM.
- Improved customer positive satisfaction ratings by addressing shortfalls through detailed root-cause analysis.
- Produced comprehensive quality performance reports, assessing progress towards goals.
Customer Service Agent
Maharah Human Resources Company
Riyadh, Riyadh Region
11.2014 - 07.2015
- Delivered consistently excellent customer service to guarantee positive company experiences.
- Acted as first point of contact for customer issues and queries.
- Collaborated well with other customer agents to deliver consistent service across various platforms.
- Logged customer information and data in secure systems.
- Answered incoming telephone calls from customers and detailed initial queries.
- Followed up on unresolved customer issues to research and correct problems.
Education
Bachelor of Business Administration - Business Administration
Imam Muhammed ibn Saud Islamic University
Riyadh, Saudi Arabia /2009 - /2013
Skills
- Microsoft Office
- Resolving errors
- Routing packages
- Report analysis
- Operational processes
- New business development
Languages
Arabic
Native
English
Advanced
Timeline
Administration Assistant Acting call center Manger
Riyadh Elm University
09.2020 - Current
Quality Officer
Maharah Human Resouces Company
08.2015 - 11.2018
Customer Service Agent
Maharah Human Resources Company
11.2014 - 07.2015
Bachelor of Business Administration - Business Administration
Imam Muhammed ibn Saud Islamic University
/2009 - /2013
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