Sarah

Results-driven and adaptable professional with a Bachelor's degree in Computer Information Systems and extensive experience across Technical Support, Customer Service, Training Coordination, and Education. Skilled in troubleshooting technical issues, delivering exceptional customer support, coordinating operations, and managing administrative processes. Recognized for strong communication, problem-solving abilities, and attention to detail.

Seeking a remote opportunity in Customer Support, Virtual Assistance, or Online Education where I can contribute my expertise and commitment to delivering excellent service.

Early Childhood Teacher at Little Academy Nursery (2022-09 – Present)

• Design and deliver engaging educational activities that promote children's cognitive, social, and emotional development.
• Foster a positive, inclusive, and structured classroom environment.
• Assess individual learning needs and adapt teaching methods to support diverse learning styles.
• Build strong relationships with parents through regular progress updates and communication.

Shadow Teacher at Our Planet International School (2022-02 – 2022-06)

• Provided one-to-one educational and behavioral support to students requiring additional assistance.
• Improved student focus, participation, and classroom engagement.
• Encouraged positive social interaction and communication through individualized guidance.

Training Coordinator at Knowledge Horizon (2010-05 – 2012-05)

• Coordinated end-to-end training programs, including scheduling, logistics, trainer coordination, and venue preparation.
• Maintained confidential training records and ensured compliance with organizational standards.
• Evaluated training processes and recommended workflow improvements.
• Prepared operational reports and supported cross-functional teams with administrative coordination.

Customer Care Team Leader at WI-TRIBE Limited Jordan P.S.C. (2009-06 – 2010-04)

• Led the daily operations of the Customer Care team, ensuring high service quality and operational efficiency.
• Prepared monthly staff schedules and assigned tasks to optimize workforce productivity.
• Provided real-time floor support and guidance to customer care representatives.
• Monitored individual and team performance, identifying opportunities for improvement and development.
• Delivered training programs on company mission and values, customer service excellence, products and services, internal processes, and customer care systems.
• Conducted quality assurance through call monitoring, including offline and side-by-side evaluations.
• Provided one-on-one coaching sessions to improve employee performance, customer interactions, and service quality.
• Maintained and updated team knowledge by preparing manuals, newsletters, and conducting regular briefing sessions.
• Prepared periodic operational and performance reports for management.
• Managed complex customer escalations and ensured timely resolution while maintaining high customer satisfaction.

Customer Care Representative at WI-TRIBE Limited Jordan P.S.C. (2008-02 – 2009-06)

• Delivered professional customer support by handling inbound calls, resolving customer inquiries, and providing effective solutions.
• Maintained the confidentiality of customer information and company data in accordance with organizational policies.
• Stayed current on company products, services, and telecommunications industry developments to provide accurate information and recommendations.
• Documented customer cases requiring follow-up and escalated them to the appropriate departments for timely resolution.
• Contacted customers regarding outstanding accounts and assisted in resolving billing and payment-related issues.
• Educated subscribers about new and existing products, services, promotions, and account features to enhance customer satisfaction and engagement.
• Maintained accurate customer records and ensured all interactions were properly documented in the customer management system.
• Consistently delivered courteous, efficient, and customer-focused service while meeting quality and performance standards.

Customer Care Representative at BATELCO Jordan (2007-06 – 2007-09)

• Responded to customer inquiries via phone and email while delivering high-quality customer service.
• Processed account upgrades, downgrades, cancellations, and service requests.
• Managed customer escalations and coordinated with technical support teams to resolve issues efficiently.
• Assisted in training new customer service representatives.
• Prepared weekly customer service and sales performance reports.

Bachelor of Science in Computer Information Systems (CIS) – Applied Science University (2007-01)