Hala Alrefai

I am a person with a diverse and multi-skilled background, with a great ability to adapt to different work environments and face challenges effectively. I have strong communication, analytical, and business organization skills, and I have the ability to solve problems and make quick and scientific decisions. I rely on teamwork and believe in the importance of cooperation to achieve common goals.

I always look for opportunities to develop my personal and professional skills through continuous learning and trying new fields. I strive to achieve success and growth in any environment in which I work, with a focus on improving performance and results.

Quality Assurance - Customer Satisfaction at Taqnyat (2024-01 – Present)

• Monitor incoming and outgoing calls from customer service and telemarketing.
• Evaluate calls for both departments and send weekly and monthly reports.
• Communicate with new customers after sales to ensure their satisfaction.
• Create daily, weekly and monthly reports using Power BI.
• Send emails to account manager to follow up on customer balances.
• Create KPI system to evaluate performance.
• Monitor technical support conversations.

Store Builder at MakanE (2022-04 – 2023-07)

• Create online stores for business owners.
• Receive data from the data collection team and upload it to the control panel (images, prices, description).
• Verify the accuracy of all data before moving the store to the QA stage.
• Share the completed store with the customer.

Quality Assurance at MakanE (2012-12 – 2022-03)

• Analyze and prepare weekly charts and reports for Lead Generation department.
• Test each process individually and add notes to analyze weekly results.

Lead Generation at Mawdoo3 (2021-01 – 2021-11)

• Contact and search for business owners to present the project of creating e-stores.
• Set appointments with the sales team to complete the process.

Call Center Agent at Aramex international LMT (2018-01 – 2020-01)

• Receiving incoming calls and making outgoing calls for UAE customers.
• Ensuring that all inquiries are answered and issues are resolved efficiently.
• Handling regular and banking shipments, and Shop And Ship service.
• Providing field support for Saudi customers.

English Teacher at Reval Academy (2017-01 – 2018-01)

• Teaching English according to the specified curriculum.
• Preparing weekly and monthly lesson plans.
• Designing interactive activities to enhance students' skills.
• Evaluating students' performance and preparing periodic reports.

Receptionist - Secretary - Data Entry at Basamat Dental Clinic (2011-01 – 2013-01)

• Receive visitors and answer telephone calls.
• Organize appointments and schedule meetings.
• Enter data and update records accurately.

Bachelor Degree in English Language and Literature – Philadelphia University (2017)