Sarmad Moukalled
Warsaw
Summary
Dedicated and adaptable professional with a Bachelor's degree in Accounting and ongoing pursuit of a Master's in Management, offering a diverse background encompassing experience in resettlement , management, and customer service within the telecommunications industry. Proven track record of effectively communicating with diverse stakeholders, problem-solving in fast-paced environments, and delivering exceptional customer service. Possesses strong leadership abilities, attention to detail, and proficiency in time management, complemented by a keen understanding of compliance and regulatory standards. Adept at collaborating with teams to achieve organizational objectives while maintaining a focus on continuous improvement and excellence.
Overview
7
7
years of professional experience
1
1
Certification
Work History
In Processing Caseworker
International Catholic Migration Commission (ICMC)
01.2023 - 03.2024
- Conducted interviews with refugees applying for the USRAP program, assessing their eligibility and integration needs comprehensively.
- Implemented quality control measures by regularly reviewing refugee files and cases to ensure alignment with the standards outlined in the Operations Guides.
- Generated detailed reports summarizing interview findings, case assessments, and quality control checks to facilitate informed decision-making by management.
- Contributed to various cleanup projects and initiatives as assigned by management, demonstrating adaptability and flexibility to meet evolving program needs effectively.
Restaurant Manager
Restaurant Ammounah
01.2021 - 08.2022
- Led a team of staff in delivering exceptional service and maintaining high standards of quality in food and customer experience.
- Implemented efficient operational procedures to optimize workflow and ensure smooth restaurant operations, resulting in improved productivity and customer satisfaction.
- Conducted regular performance evaluations and provided constructive feedback to staff, fostering a positive work environment and promoting professional growth and development.
- Managed inventory, budgeting, and cost control measures effectively, minimizing waste and maximizing profitability while adhering to financial targets and company policies.
Customer service representative
Teleperformance
09.2017 - 12.2020
- Provided exemplary customer service to clients seeking assistance with SIM cards and related services, ensuring their inquiries and concerns were addressed promptly and effectively.
- Demonstrated expertise in the company's products and services, effectively communicating features, benefits, and troubleshooting steps to customers, resulting in enhanced customer satisfaction and retention.
- Resolved customer issues and escalated complex cases to appropriate channels as needed, utilizing active listening and problem-solving skills to ensure timely resolution and positive outcomes.
- Maintained accurate records of customer interactions and transactions, utilizing CRM systems to track inquiries, complaints, and resolutions, enabling efficient follow-up and continuous improvement of service delivery.
Education
Master's in Business Management -
Vistula University
Warsaw, Poland03.2026
Bachelor in Accounting Information System -
Lebanese International University (LIU)
Beirut, Lebanon01.2019
Skills
- Communication Skills
- Problem-Solving
- Customer Service
- Attention to Detail
- Adaptability
- Leadership
- Time Management
- Cultural Sensitivity
- Conflict Resolution
Certification
- Prevention of sexual exploitation and abuse (PSEA)
- Prevention of sexual harassment and abuse of authority (PSHAA)
- Safeguarding essentials
- Internet security management systems (ISMS)
- Child safeguarding
Languages
Arabic
Native language
Arabic
Proficient
C2
English
Advanced
C1
French
Beginner
A1
Timeline
In Processing Caseworker
International Catholic Migration Commission (ICMC)
01.2023 - 03.2024
Restaurant Manager
Restaurant Ammounah
01.2021 - 08.2022
Customer service representative
Teleperformance
09.2017 - 12.2020
Master's in Business Management -
Vistula University
Bachelor in Accounting Information System -
Lebanese International University (LIU)
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