Sari Halasa
Amman
Summary
Productive employee with proven track record of successful project management, meeting sales quotas, producing quality outcomes through leadership and team motivation. Works with clients to determine requirements and provide excellent service.
Overview
12
12
years of professional experience
Work History
Operations Supervisor
CSMENA
04.2024 - Current
- Operational Oversight: Manage daily operations to ensure efficiency and effectiveness across all customer service functions.
- Team Leadership: Supervise and motivate a team of customer service representatives, fostering a positive and productive work environment.
- Performance Management: Monitor key performance indicators (KPIs) and conduct regular performance reviews to identify areas for improvement and recognize high achievers.
- Training and Development: Design and implement training programs to enhance team skills, knowledge, and service delivery standards.
- Process Optimization: Analyze current workflows and processes, recommending and implementing improvements to increase operational efficiency.
- Resource Allocation: Manage staffing levels, schedules, and workload distribution to meet service level agreements (SLAs) and business demands.
- Quality Assurance: Conduct audits of customer interactions to ensure compliance with company policies and maintain high service quality standards.
- Customer Relationship Management: Collaborate with clients to understand their needs and expectations, ensuring customer satisfaction and loyalty.
- Crisis Management: Develop and execute strategies for handling high-pressure situations and customer escalations effectively.
- Reporting and Analysis: Prepare and present operational reports to senior management, providing insights on performance, trends, and areas for improvement.
Operations Team Leader
CSMENA
01.2024 - 04.2024
- Team Management: Supervise daily operations, manage scheduling, and oversee attendance to ensure optimal team performance and coverage.
- Training and Development: Facilitate comprehensive training programs for new hires and deliver ongoing coaching to enhance team skills and service quality.
- Quality Assurance: Conduct regular evaluations of customer interactions, ensuring adherence to company standards and providing constructive feedback to team members.
- Performance Monitoring: Analyze team performance metrics, prepare detailed reports, and identify trends to support management decision-making and drive continuous improvement.
- Customer Escalations: Address and resolve escalated customer issues promptly, ensuring high levels of satisfaction and loyalty.
- Communication and Morale: Promote a culture of open communication within the team, facilitating feedback and fostering a positive work environment to boost morale.
- Process Improvement: Collaborate with management to identify inefficiencies and implement strategies that enhance operational effectiveness and customer experience.
- Collaboration: Work cross-functionally with training, quality assurance, and operations teams to ensure alignment on objectives and deliver seamless service.
Sales & Relationship Team Leader
RBA Homecare Solutions
12.2021 - 11.2023
- Led a dynamic sales team to achieve and exceed monthly and quarterly insurance sales targets, resulting in consistent revenue growth
- Implemented effective sales strategies and initiatives, optimizing team performance and improving overall productivity
- Conducted regular training sessions to enhance the team's product knowledge, sales techniques, and objection handling skills
- Monitored and analyzed key performance indicators (KPIs), providing actionable insights to team members
- Fostered a collaborative and positive team environment, leading to an increase in team morale and engagement
- Worked closely with upper management to develop and implement sales forecasts, budgets, and strategies for future growth.
Sales Representative - Sales Team Leader
Cover Appliance
09.2020 - 12.2021
- Successfully promoted and sold insurance policies for domestic appliances
- Conducted thorough needs assessments for customers, providing tailored insurance solutions for their domestic appliances, ensuring comprehensive coverage
- Built and maintained strong relationships with clients, ensuring a high level of customer satisfaction and fostering repeat business
- Collaborated with the marketing team to develop and implement effective sales strategies, resulting in a [X]% increase in leads and conversions
- Consistently met or exceeded monthly sales targets, earning recognition as a top-performing Sales Team Representative
- Implemented upselling techniques that resulted in a [X]% increase in average policy value
- Collaborated closely with sales and marketing teams to understand product features, market trends, and customer needs, ensuring and developing scripts aligned with business objectives.
Accounting and Inventory Manager
Oris Beach & Resort
02.2017 - 06.2019
- Managed the financial transactions of the motel and resort, overseeing accounts payable, accounts receivable, and general ledger entries
- Conducted regular financial analysis, providing reports to management for budgetary decision-making and cost control
- Streamlined stock management processes, optimizing inventory levels to minimize stockouts and excess stock
- Coordinated with suppliers to negotiate favorable terms, track deliveries, and manage vendor relationships
- Successfully negotiated vendor contracts, reducing procurement costs
- Conducted regular stock audits to verify accuracy and identify discrepancies, implementing corrective actions as necessary.
Admission office assistant
Wilbur Wright College
07.2012 - 09.2016
- Collaborated with a team of admission professionals to review and evaluate prospective student applications, ensuring adherence to established admission criteria
- Conducted informational sessions for prospective students and their families, effectively communicating admission requirements, academic programs, and campus life
- Coordinated and participated in on-campus and off-campus recruitment events, contributing to an increase in the number of applications received during the recruitment cycle
- Utilized [CRM] to track and manage applicant data, ensuring accuracy and confidentiality
- Coordinated the onboarding process for new students and collaborated with marketing teams to develop promotional material for recruitment purposes.
Education
GCSEs A-Levels -
Amman Baptist School
BSc: Accounting & International Finance -
Girne American University
CyprusMBA - Business Administration
Girne American University
Cyprus 04.2001 -
Skills
Hitting sales targets
Communication skills
Reporting
Financial data analysis
Automation knowledge
Leadership Skills
Research
Knowledge in accounting Principles
Problem Solving
Personal Information
Date of Birth: 08/29/1992
Nationalities
Jordanian
Languages
English
Arabic
Turkish
Software
Microsoft Office Advanced
Financial Performance Analysis
MS Project
MS Teams
CRM & Telecommunication Systems (Zendesk, Salesforce, Vici, FreshSales, Genesys)
WFM Procedures (Working Schedule creation, Man-power distribution)
Additional Information
Strategic Planning, Team Leadership, Tracking and Monitoring, Presentations, Reporting and Analysis, Business Process Improvement.
Timeline
Operations Supervisor
CSMENA
04.2024 - Current
Operations Team Leader
CSMENA
01.2024 - 04.2024
Sales & Relationship Team Leader
RBA Homecare Solutions
12.2021 - 11.2023
Sales Representative - Sales Team Leader
Cover Appliance
09.2020 - 12.2021
Accounting and Inventory Manager
Oris Beach & Resort
02.2017 - 06.2019
Admission office assistant
Wilbur Wright College
07.2012 - 09.2016
MBA - Business Administration
Girne American University
04.2001 -
GCSEs A-Levels -
Amman Baptist School
BSc: Accounting & International Finance -
Girne American University
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