Amira El Hakim
Falkensee
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Berliner Sparkasse
10.2022 - 11.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- 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.
- Exceeded performance metrics consistently, earning recognition as top performer within team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Provided coaching and mentoring to new hires, contributing to their successful integration into team.
Job Placement Coordinator
PerZukunft Arbeitsvermittlung
05.2022 - 09.2022
- Conducted comprehensive candidate assessments to match skill sets with appropriate job opportunities.
- Improved client satisfaction by providing ongoing support and follow-up services after successful placements.
- Established partnerships with local educational institutions, enabling access to wider talent pool for employers.
- Addressed employer feedback constructively through adjustments in candidate sourcing practices or providing additional training for job seekers.
- Created efficient communication system between employers and candidates, ensuring timely updates on job openings and application statuses.
- Provided personalized coaching to job seekers, helping them improve their interview skills and overall employability.
- Maintained accurate records of candidate information, allowing for effective tracking of placement success rates over time.
- Promoted company''s services through presentations at industry events, resulting in increased visibility and growing client base.
- Enhanced job placement rates by developing strong relationships with employers and industry contacts.
Store Manager
Tchibo
11.2011 - 04.2022
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed daily operations to ensure smooth functioning of store, maintaining clean, safe environment for customers and employees.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Assisted with hiring, training and mentoring new staff members.
- Completed point of sale opening and closing procedures.
- Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Rotated merchandise and displays to feature new products and promotions.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Approved regular payroll submissions for employees.
- Developed strategies for attracting new customers by analyzing demographic data and conducting targeted marketing initiatives.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
Education
Ausbildung - Sparkassenkauffrau
Berliner Sparkasse
Berlin10.2022
Ausbildung - Kauffrau für Bürokommunikation
WWV Bildungs Akademie
Berlin06.2020
Kosmetikerin -
Vital Kosmetik Akademie
Berlin01.2020
Skills
- Customer service
- Problem-solving
- Active listening
- Adaptability and flexibility
- Computer proficiency
- Customer relations
- Problem resolution
- Time management
- Critical thinking
- Relationship building
- Call center experience
- Scheduling
Languages
Englisch
Fortgeschrittene Kenntnisse
C1
Deutsch
Bilingual or Proficient (C2)
Arabisch
Bilingual or Proficient (C2)
Abitur
- Ruth-Cohn-Schule - Berlin, 08/2010 - 06/2012
Realabschluss
- Heinrich-Böll-Oberschule - Berlin, 08/2004 - 07/2009
Personal Information
- Driving License: Klasse B
- Marital Status: Married
- Date of Birth: 12.12.1991 in Berlin
Timeline
Customer Service Representative
Berliner Sparkasse
10.2022 - 11.2024
Job Placement Coordinator
PerZukunft Arbeitsvermittlung
05.2022 - 09.2022
Store Manager
Tchibo
11.2011 - 04.2022
Ausbildung - Sparkassenkauffrau
Berliner Sparkasse
Ausbildung - Kauffrau für Bürokommunikation
WWV Bildungs Akademie
Kosmetikerin -
Vital Kosmetik Akademie
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