Zena Hamad
Jordan
Summary
Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
Overview
9
9
years of professional experience
Work History
Assistant Manager
Puntius Clinic
10.2021 - 10.2022
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
Consultant
QI Clinic
06.2021 - 07.2021
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Streamlined internal processes to enhance team efficiency and improve overall project outcomes.
- Managed client relationships through regular check-ins and updates on project progress.
- Enhanced communication among team members to foster collaborative and supportive work environment.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Developed innovative strategies for clients, resulting in increased revenue and business growth.
- Identified areas of improvement for clients'' operations, implementing targeted solutions to increase productivity.
- Analyzed data sets to identify trends and opportunities for process improvements within client organizations.
- Collaborated with teams to define, strategize, and implement marketing and web strategies.
- Conducted thorough market research and analysis, providing valuable insights for client decision making.
- Delivered comprehensive reports and presentations to stakeholders, providing insights and actionable recommendations for business improvement.
- Creating work forms, entering customer data into the system, using Excel to submit the reports required by management, and distributing tasks to the work team to ensure that sessions do not overlap, while ensuring that the place is ready to provide the service to the fullest extent, and ensuring customer satisfaction.
Front Office Manager
Taj Beauty Lounge
02.2019 - 03.2020
- Coached employees through day-to-day work and complex problems.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Implemented staff training programs, improving employee performance and team cohesion.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Created, prepared, and delivered reports to various departments.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
Front Office Manager
Dermaglow Clinic - Dr. Ramzi AL - Omari
06.2018 - 01.2019
- Coached employees through day-to-day work and complex problems.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Implemented staff training programs, improving employee performance and team cohesion.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Created, prepared, and delivered reports to various departments.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
Assistant Manager
Karmalite Esthetic Beauty Clinic
03.2015 - 06.2018
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
Office Manager
Computer and Communication Systems, Part of MDS Holdings
06.2013 - 06.2014
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
Education
Bachelor of Computer Information System. - Computer And Information Sciences
Amman Arab University
Jordan Street 06.2013
Skills
- Customer Relationship Management (CRM)
- Operations Management
- Project management abilities
- Team motivation
- Staff Supervision
- Financial Management
- Customer Relations
- Employee Scheduling
- Money Handling
- Product and service knowledge
- Staff Management
- Workload Management
- Compliance understanding
- Marketing knowledge
- Employee Performance Evaluations
- Staff Training and Development
- Google Drive
- Meeting facilitation
- Schedule oversight
- Retail Operations
- Employee performance evaluation
- Staff Development
- Recruitment and hiring
- Performance reviewing
- Teamwork and Collaboration
- Customer Service
- Multitasking
- Positive Attitude
- Excellent Communication
- Self Motivation
- Problem-Solving
- Adaptability and Flexibility
- Team Leadership
- Problem-solving abilities
- Time Management
- Organizational Skills
- Team Collaboration
- Problem Resolution
- Effective Communication
- Adaptability
- Reliability
- MS Office
- Computer Skills
- Attention to Detail
- Professionalism
Languages
Arabic
Native language
English
Upper intermediate
B2
Timeline
Assistant Manager
Puntius Clinic
10.2021 - 10.2022
Consultant
QI Clinic
06.2021 - 07.2021
Front Office Manager
Taj Beauty Lounge
02.2019 - 03.2020
Front Office Manager
Dermaglow Clinic - Dr. Ramzi AL - Omari
06.2018 - 01.2019
Assistant Manager
Karmalite Esthetic Beauty Clinic
03.2015 - 06.2018
Office Manager
Computer and Communication Systems, Part of MDS Holdings
06.2013 - 06.2014
Bachelor of Computer Information System. - Computer And Information Sciences
Amman Arab University
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