Layan Azzouqa

Customer Service Representative

• Increased customer satisfaction by addressing and resolving complex issues effectively.
• Implemented feedback mechanisms, gathering valuable insights for service improvement.
• Explained to Clients what debt settlement is.
• Collaborated with legal teams to prepare necessary documentation for court hearings and settlements.

ACH Specialist

• Assisted clients with modifying the draft date according to their preferences and financial schedules.
• Processed adjustments to monthly draft amounts, including both increases and decreases, based on client instructions.
• Managed the addition and removal of debts from client profiles, ensuring accurate updates and account maintenance.

Correspondence Agent

• Reviewed and accurately identified incoming letters and documents—via fax, mail, and email—as legal or non-legal, ensuring proper routing and handling.
• Provided timely support to the operations team by preparing and delivering requested documents and correspondence efficiently and accurately.

Participated in professional development workshops

• Completed a Negotiations Workshop, gaining a clear understanding of the key stages of the negotiation process and how each component functions in real-world scenarios.
• Participated in a QA/QC Workshop, gaining insight into quality assurance and control processes, including how work is monitored to ensure the highest standards are maintained.
• Attended a Payment Processing Workshop, gaining in-depth knowledge of departmental workflows—from initial payment handling to ensuring secure settlements and supporting clients through to account completion.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered constant flow of customer calls with minimal wait times.
• Updated account information to maintain customer records.
• Responded to customer requests for products, services, and company information.
• Investigated and resolved accounting, service and delivery concerns.
• Educated customers about billing, payment processing and support policies and procedures.
• Followed up with customers about resolved issues to maintain high standards of customer service.

• Shared knowledge of menu, items and flavors, enabling customers to make personal decisions based on taste and interest.

• Remained calm and poised when dealing with difficult customers or during busy shifts.
• Displayed enthusiasm and promoted excellent service to customers, successfully managing referrals, and walk-in business.
• Maintained customer satisfaction by clarifying questions about order and specialty items.
• Provided recommendations on menu items and upsold food and drinks to increase sales.

• Planned and directed high-volume food preparation in fast-paced environment.
• Acted as head chef when required to maintain continuity of service and quality.
• Collaborated with staff members to create meals for large banquets.