Heba ALTAWEEL
Panania,NSW
Summary
Knowledgeable and dedicated customer professional. Solid team player with outgoing, positive demean and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Astute Call Centre professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
15
15
years of professional experience
Work History
Front Desk Receptionist
GT INSURANCE
NORTH SYDNEY
11.2023 - Current
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Streamlined office operations for improved productivity with effective organization and communication skills.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Increased guest retention by maintaining a welcoming and organized reception area.
- Developed strong working relationships with team members, fostering a positive work environment.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Completed all tasks in compliance with company policies and procedures.
Call Centre (Debt Collector)
Credit Corp Group
Sydney, NSW
10.2022 - 09.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Attended telephone skills and program information training sessions to boost aptitude.
- Processed debit and credit card and electronic check payments.
- Educated customers on company systems, form completion, and access to services.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed and updated databases to handle customer data.
Receptionist
Amman Royal Hotel
Amman _ Jordan
02.2014 - 09.2016
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered phone promptly and directed incoming calls to correct offices.
- Resolved customer problems and complaints.
- Managed multiple tasks and met time-sensitive deadlines.
- Maintained confidentiality of information regarding clients and company.
- Answered central telephone system and directed calls accordingly.
- Assisted with onboarding new clients and securing paperwork completion.
- Maintained visitor log for entering and leaving facility for security purposes.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Organized, maintained and updated information in computer databases.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Scheduled office meetings and client appointments for staff teams.
Volunteering
Campsi Navitas
Campsie, NSW
02.2016 - 02.2016
- Worked cooperatively with other teachers, administrators, and parents to help students reach learning objectives.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Supported student physical, mental, and social development using classroom games and activities.
- Supported student teachers by mentoring on classroom management, lesson planning, and activity organization.
- Helped students explore concepts with engaging, learning-focused activities.
Completing English Batchelor Degree
Damascus University
Damascus_ Syria
02.2013 - 02.2014
- Provided ongoing direction and leadership for program operations.
- Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
- Developed and maintained relationships with external partners to facilitate program operations.
- Collaborated with other program coordinators to achieve consistency in program objectives and services.
- Created and delivered program training and education to keep participants knowledgeable about program and provide necessary skills to participate productively.
- Coordinated program logistics to keep all relevant materials and equipment available and in good condition.
Receptionist
Kuwait Hotel
Damascus _ Syria
06.2010 - 06.2012
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered phone promptly and directed incoming calls to correct offices.
- Resolved customer problems and complaints.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
Primary School English Teacher
Albroom Primary School
Syda _ Syria
09.2009 - 09.2010
- Developed innovative lesson plans to engage students in English language learning.
- Worked with other teachers to support struggling students and provide thorough help to rectify comprehension issues.
- Supported student skill development in alignment with personal and academic goals.
- Established and enforced rules of behavior to drive social development and maintain positive interactions.
- Planned dynamic lessons to increase student comprehension of books and literary concepts.
Education
Certificate II - Accomplished Accelerator Program GenU Training
Match Works _ Employment Services
Bankstown, NSW10.2022
Certificate IV - Education Support CHC40213
St George & Sutherland Community College
Lidcombe, NSW04.2020
Diploma - Businesses Administration BSB50415
Liverpool Tafe
Liverpool, NSW12.2018
Certificate IV - Business Administration BSB40515
Bankstown Tafe
Bankstown, NSW12.2017
Certificate II - Write Basic Workplace Information
Campsie Tafe
Campsie, NSW11.2017
Certificate III - Business Marketing & Management
LMA ( Lebanese Muslim Association)
Lakemba, NSW06.2017
Bachelor of Arts - English Literature
Damascus University
Damascus Syria 09.2012
Skills
- Data Gathering
- Problem-Solving Skills
- Billing Procedures
- Verbal and Written Communication
- Customer Service Optimization
- Customer Satisfaction
- Service Quality
- Customer Loyalty
- Call Center Operations
- Inbound Phone Call Management
- Training and Development
- Customer Support
- Resolving Issues
- Collaborative Environments
- Customer Retention Strategies
- Appointment Scheduling
- Customer Data Confidentiality
- Providing Feedback
- Administrative and Office Support
- Cultural Awareness
- Outgoing Phone Calls
- Company Standards
- Issue and Complaint Resolution
referrals
Credit Corp Manager:
Laura Albertin
Mobile: 0403 543 220
General Administration Team Leader:
Erika Sell
Mobile: 0422 213 088
Email address: erika.sell@gtins.com.au
Timeline
Front Desk Receptionist
GT INSURANCE
11.2023 - Current
Call Centre (Debt Collector)
Credit Corp Group
10.2022 - 09.2023
Volunteering
Campsi Navitas
02.2016 - 02.2016
Receptionist
Amman Royal Hotel
02.2014 - 09.2016
Completing English Batchelor Degree
Damascus University
02.2013 - 02.2014
Receptionist
Kuwait Hotel
06.2010 - 06.2012
Primary School English Teacher
Albroom Primary School
09.2009 - 09.2010
Certificate II - Accomplished Accelerator Program GenU Training
Match Works _ Employment Services
Certificate IV - Education Support CHC40213
St George & Sutherland Community College
Diploma - Businesses Administration BSB50415
Liverpool Tafe
Certificate IV - Business Administration BSB40515
Bankstown Tafe
Certificate II - Write Basic Workplace Information
Campsie Tafe
Certificate III - Business Marketing & Management
LMA ( Lebanese Muslim Association)
Bachelor of Arts - English Literature
Damascus University