SONIA SHUAIBI
Your most unhappy customers are your greatest source of learning.
Bill Gates
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
33
33
years of professional experience
Work History
Customer Service Representative
ELITE Coffee Australia
08.2023 - 12.2023
- Handle incoming customer inquiries via phone, email and live chat promptly and professionally
- Assist customers in placing orders, modifying subscriptions, and addressing product related questions
- Collaborate with the manager to ensure prompt resolution of complex problems, including logistics, quality control and billing discrepancies
- Investigate and resolve customer complaints, concerns, and issues in a timely and effective manner
- Process and track customer orders, ensuring accuracy and timely delivery
- Communicate effectively with customers and internal teams, conveying information clearly and professionally
- Create and update customer service scripts, FAQs, and knowledge base articles as needed
- Collect and analyze customer feedback to identify trends, areas for improvement, and opportunities for enhancing the customer experience
- Provide feedback to the management team regarding recurring issues and potential improvements to products or processes
- Maintain accurate and detailed records of customer interactions, including inquiries, complaints, and resolutions
- Generate reports and summaries as needed to track performance metrics and identify areas for improvement
- Participate in team meetings to stay updated on procedures and products.
Senior Advisor in the Portfolio Management Unit
Deutsche Gesellschaft für Internationale Zusammenarbeit GIZ
11.2018 - 10.2023
- Provide support to the yearly country planning and reporting process and ensures the application of the appropriate instruments / forms documentation
- Support the identification of required development measures with partners, preparation of policy recommendations and support the development of a tailored strategic approach
- Support the design, preparation and implementation of workshops, seminars and other events on issues related to the project/programme's area of activity on national and country level
- Ensure proper cooperation with partners, and other institutions, documentation as well as provision of the resulting knowledge to the partner and commissioning party
- Provide support to the Country Director and GIZ Team Leaders in the Management Team on further developing country-specific development concepts and project/programme implementation concepts
- Provide support with networking and communication of the German contribution at the political and implementation level
- Facilitate the preparation of appropriate inputs for reports including annual country reports and evaluation reports, and contributes to the efficient communication with the GIZ Head Office, other donors or partners
- Onboarding/Induction of new National- and international staff
- Contribute to the organization's structure review process
- Budget monitoring of the different funds managed by the Portfolio Management unit
- (Student and Expert fund)
Head of Programme Administration and Finance, and Human Resources Manager for Development Advisors
Deutsche Gesellschaft für Internationale Zusammenarbeit GIZ
01.2012 - 01.2018
- Management and quality control of admin and financial issues (Contracts, Local subsidies etc.)
- Responsible for the programme budget (running costs, projects)
- Management of administrative and financial processes and regulations as required by different clients
- HR Management, logistics and facility for all development advisors
- Annual Staff appraisals
- Support the Head of Programme in planning and monitoring of programme budget and spending
- Follow up programmes related to gender mainstreaming
- Assist in preparing the organizational structure of the commission for all levels and drafted the job descriptions
- Provide orientation and capacity building to new advisors
- Assist in provision of documentation on GIZ agreed good practices and standards with regard to human resources
- Assist in the preparation of the recruitment plan and monitored the recruitment process
- Assist in drafting the commission's internal procedures
- Assist in developing the training plan and followed up with its implementation
- Assist in managing operation plan and timelines
- Follow up the institutional reform and development of local institutional partners in terms of building the capacity of staff and their institutional capacity.
Deputy Country Director of DED for the Palestinian Territories and Jordan
Deutscher Entwicklungsdienst (DED) (German Development Service)
08.2003 - 01.2012
- Assisted in monitoring and implementation of DED activities in Palestine and Jordan
- Responsible for all administrative and financial matters and the management of all projects accounts and processing all transactions
- Financial planning and budget monitoring
- Assisted in managing operation plan and timelines
- HR Manager of all office staff (up to 5 employees)
- Reporting to DED HQ in Germany on all administrative and financial issues
- Directly managed and supervised a large number of international advisors working in the country
- Monitor and oversee the work of DED advisors
- Prepared and submitted progress and financial reports.
Administrative and Financial Officer
GTZ – Water and Sanitation Programme
07.2002 - 08.2003
- Responsible for the administrative and financial activities pertaining the implementation of GTZ project in Palestine
- Assisted in managing operation plan and timelines
- Directly manage and supervise a large number of CEC senior staff
- Manage and coordinate the development of the election operational plan and timelines.
Administrative Officer (Capacity Development Project – Belgian Technical Cooperation BTC)
Ministry of Planning and Cooperation - Ramallah
08.2001 - 07.2002
- Assisted in arranging meetings and visits with/for international and diplomatic organizations
- Support the Head of Project and team in project implementation
- Assisted in the preparation of official letters and minutes taking in official meetings
- Organized a filing system for important and confidential documents related to the project
- Maintained a project calendar and schedule appointments
- Schedule in-house and external events
- Responsible for the update of policies.
Office Manager
AAA Business and Training Group
07.2000 - 07.2001
- Tasks include, but not limited to: customer service, bookkeeping, processing payroll, organizing the work of staff, answering inquiries and general office duties.
Management Assistant
The German Otto Benecke Stiftung
08.1995 - 01.1999
- Tasks include: office management, bookkeeping, monitoring and follow up project implementation, reviewing proposals / progress reports, and reporting
- Prepared and submitted progress and financial reports.
Public relations Officer (International Relations Department)
Ministry of Education and Higher Education - Ramallah
01.1995 - 08.1995
- Assisted in arranging meeting and visits with/for international and diplomatic organizations
- Assisted in submitted projects to international donors
- Assisted in drafting official letters and taking minutes for official meetings
- Developed the project implementation plan and the budget
- Supervised the implementation of the project and project staff
- Prepared and submitted progress and financial reports.
Customer Service officer
AAP Telecommunication
05.1994 - 01.1995
- Tasks include: processing consumer applications, customer service, account receivable, billing and general office duties.
Customer Service Officer
Al-Mashriq Insurance Company
11.1993 - 05.1994
- Provided customer services to clients on different insurance policies.
Office Admin
Werner und Pfleiderer Electrical Equipment
06.1991 - 11.1991
- Handled different office duties.
Education
Master's Degree Candidate in Global Management -
Physiotherapy Course -
Over 20 years of work experience in varied contexts including, customer service, programme management, capacity building civil society organizations, business management and administration locally and internationally. Experience of working at the grassroots level in project facilitation, community development and the empowerment of local communities. Ability to establish and maintain effective partnerships and working relations in a multi-cultural, multi-ethnic environment with sensitivity and respect for diversity and confidentiality. Excellent research, analytical and writing skills. Ability to work well in a team environment and to provide leadership and managing staff as required. Strong interpersonal, organizational, communication and financial management skills. Diplomacy and aptitude to deal with the public in a professional manner and demonstrated experience in liaison with other organizations and senior government staff. Strong computer skills and proficiency in numerous software applications. Fluent in Arabic, English, and German.
Diploma in Business Administration -
07.2000
Office Administration and Bookkeeping Certificate -
09.1994
Administration and Accounting Certificate (one year intensive) -
06.1993
Skills
- Good at Multitasking
- High Communication Skills
- Ability to work under pressure
- Leadership skills
- Time management
- High attention to details
- Ability to work in teams
- Proficient with Microsoft Office
- SAP
- Winpaccs Accounting system
Languages
Arabic
English
German
Training
- HR Management at GIZ Training, Academy for International Cooperation (AIZ), Germany, March 2023
- Project Management Professional PMP Certification, Ritaj Managerial Solutions, Ramallah, September 2017 - January 2018
- SAP Project Finance Management, GIZ Palestine, Palestine, November 2017
- Commercial Qualifications for Experts and Managers, AIZ Bad Honnef, Germany, September 2016
- BasiQ Training, Leadership Qualifications skills for Managers, GIZ Istanbul, Turkey, November 2015
- Training in Management under Crises, International trainers, Germany, March and June 2014
- Capacity Works Training, GIZ Palestine, Palestine, 2012
- Administration and Accounting Certificate (one year intensive), YWCA, Jerusalem, June 1993
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative - ELITE Coffee Australia
08.2023 - 12.2023
Senior Advisor in the Portfolio Management Unit - Deutsche Gesellschaft für Internationale Zusammenarbeit GIZ
11.2018 - 10.2023
Head of Programme Administration and Finance, and Human Resources Manager for Development Advisors - Deutsche Gesellschaft für Internationale Zusammenarbeit GIZ
01.2012 - 01.2018
Deputy Country Director of DED for the Palestinian Territories and Jordan - Deutscher Entwicklungsdienst (DED) (German Development Service)
08.2003 - 01.2012
Administrative and Financial Officer - GTZ – Water and Sanitation Programme
07.2002 - 08.2003
Administrative Officer (Capacity Development Project – Belgian Technical Cooperation BTC) - Ministry of Planning and Cooperation - Ramallah
08.2001 - 07.2002
Office Manager - AAA Business and Training Group
07.2000 - 07.2001
Management Assistant - The German Otto Benecke Stiftung
08.1995 - 01.1999
Public relations Officer (International Relations Department) - Ministry of Education and Higher Education - Ramallah
01.1995 - 08.1995
Customer Service officer - AAP Telecommunication
05.1994 - 01.1995
Customer Service Officer - Al-Mashriq Insurance Company
11.1993 - 05.1994
Office Admin - Werner und Pfleiderer Electrical Equipment
06.1991 - 11.1991
University of Salford - Master's Degree Candidate in Global Management,
Sports And Gymnastic School - Physiotherapy Course,
- ,
HTC Vocational Institute - Diploma in Business Administration,
St. George College of TAFE - Office Administration and Bookkeeping Certificate,
YWCA - Administration and Accounting Certificate (one year intensive),