Hanaa Ali

Customer service professional with over 6 years of experience delivering thoughtful support through clear communication, quick problem-solving, and strong organizational skills.

Customer Concierge Operation Specialist at Blacklane (2025-02 – Present)

• Organised transport arrangements including bookings, limousine ensuring timely and efficient travel for guests.
• Developed relationships with local businesses and service providers to secure exclusive offers and benefits for guests.
• Compiled guest feedback and suggestions, contributing to service improvements and enhancements in guest satisfaction.
• Listened to and actioned guest feedback.
• Built trust with customers, resolving issues efficiently and fairly
• Consistently delivered high-quality service, exceeding customer expectations
• Collaborated with teams to improve processes and enhance customer experience.
• Empathetic communication- Active listening- Creative problem-solving

Reservation Supervisor at MJS Holding (2021-10 – 2025-01)

Providing exceptional communication and customer service skills to ensure customer satisfaction and loyalty

• Managing bookings, reservations, and customer inquiries to deliver exceptional service and meet customer needs
• Analyzing data, conducting quality checks, and generating reports using Excel to drive informed decision-making and Handling reporting, analysis, and quality checks to ensure accuracy
• Established communication protocols to keep all relevant departments informed of changes.
• Managed reservation team, overseeing daily operations and scheduling to optimize staff productivity.
• Simultaneously managed customer service for 8 restaurants, handling inbound and outbound calls to resolve queries and concerns.
• Managed payments and logistics for events, ensuring seamless execution and customer satisfaction.
• Provided exceptional customer service, responding to customer inquiries and resolving issues via phone, chat and email.
• Successfully juggled multiple restaurants, ensuring timely resolution of customer issues.

Call Center / Data Entry at Alsafwa Fast Food Company (2019-02 – 2020-02)

• Processed customer orders and followed up to ensure timely delivery, utilizing the Oracle system for efficient tracking and coordination
• Obtained and provided information about monthly offers to enhance customer satisfaction and increase sales
• Coordinated with suppliers and internal teams to handle and maintain the quality of products, ensuring customer expectations were met
• Entered daily reports accurately and efficiently into the Oracle system, maintaining organized records for effective decision-making

Coordinator And Receptionist at Consulting Company (2017-06 – 2017-08)

• Arranged and maintained appointments, meetings, and correspondence to ensure efficient communication and organization
• Demonstrated flexibility in answering incoming calls, taking messages, and promptly addressing client inquiries to ensure customer satisfaction
• Managed the database and filed documents accurately and efficiently to maintain an organized and accessible filing system
• Provided exceptional client service by meeting and greeting clients in a professional and welcoming manner

High School Diploma in Art stream – Eritrean International School (2001-09 – 2016-06)

Diploma in LAN base network, computer hardware – Eritrean International School