Amer Abuhamdeh
Fenton,MO
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Proven track record of managing 22 cell phone stores, driving sales growth, and enhancing customer satisfaction.
Overview
11
11
years of professional experience
Work History
CUSTOMER SERVICE MANAGER
Cash App
01.2020 - 12.2023
- Managed inbound calls, emails and chat from customers; addressed inquiries, complaints, and other requests for assistance
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Assisted customers with resolving service-related issues
- Interacted with customers to quickly handle escalated queries and complaints
- Coached and provided feedback to staff to improve performance and achieve company objectives.
- Took ownership of customer issues and followed problems through to resolution.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
- Spearheaded initiatives aimed at reducing average call wait times, significantly improving overall client experience metrics.
OWNER/OPERATOR
METRO BY T-MOBILE Franchise Owner
11.2017 - 12.2020
- Managed daily operations for optimal efficiency, streamlining processes to reduce costs.
- Developed and implemented successful marketing strategies, resulting in increased brand awareness and customer base.
- Utilized CRM software to track leads, monitor progress, and maintain organized records of interactions with potential clients.
- Stayed up-to-date on the latest mobile devices and plans, ensuring accurate information was provided to customers.
- Established strong customer relationships through excellent communication and attentive service.
- Managed financial operations to ensure fiscal responsibility, including budgeting, forecasting, and financial reporting.
- Trained and motivated employees to perform daily business functions.
- Enhanced company profitability by reducing overhead costs and negotiating favorable contracts with suppliers.
DIRECTOR OF OPERATION
Cricket Wireless Franchise Owner
11.2012 - 05.2017
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Lead team of customer service representatives to ensure quality standards are met
- Worked cross-functionally with sales staff to rectify customer service issues or address specific requests
- Scouted new locations and negotiated leases
- Acquired business permits and business licenses
- Managed all demolition and new construction build out
- Managed the daily operations related to customer service, inventory management, and marketing
- Negotiated contracts and agreements with business partners, vendors, and customers
- Developed and implemented strategies to increase customer satisfaction and loyalty
- Utilized effective problem-solving techniques to resolve conflicts quickly and efficiently
- Developed strong relationships with vendors to secure favorable pricing agreements
- Built solid foundation of business acumen, technical skills, and proven practices for daily operations
- Recruited, trained, evaluated, and supervised staff members in accordance with company policies and procedures
- Grew franchise from one store to eighteen over a five year span
- Sourced locations, lease execution, and handled the build out for new locations with contractors
- Marketed future stores & orchestrated grand openings
- Ensured adequate inventory for eighteen stores while keeping up to date with latest accessories
- Grew a team of three sale reps to eighty nine employees to manage a chain of cell phone stores
- Biweekly payroll and monthly commission processing
- Trained new employees and provided continuing sales skill education
- B2B marketing and relationship building with local businesses through a variety of channels
- Strategic planning to aid managers in new product introduction in order to reach sales volume goals
- Managed financial data for continuous profit growth monitoring
- Maintained all accounts payable
- Managed KPI and monthly goals
- Secured all business licenses and inspections with city ordinance.
Education
EMT CERTIFIED -
Forest Park CC
St Louis, MO01.2006
HIGH SCHOOL DIPLOMA -
Fort Zumwalt West
O'Fallon, MO06.2004
Skills
- Effective Workflow Management
- Staff Management
- Sales Expertise
- Client Relations and Retention
- Product Knowledge
- New Hire Training
- Verbal and Written Communication
- Exceptional Interpersonal Communication
- Upselling Techniques
- Retail Knowledge
- Quality Improvement Initiatives
- High Customer Service Standards Adherence
- Leading Team Meetings
- Collaborate Cross-Functionally
- Maintain a high standard for support while owning a customer interaction
References
References available upon request
Timeline
CUSTOMER SERVICE MANAGER
Cash App
01.2020 - 12.2023
OWNER/OPERATOR
METRO BY T-MOBILE Franchise Owner
11.2017 - 12.2020
DIRECTOR OF OPERATION
Cricket Wireless Franchise Owner
11.2012 - 05.2017
EMT CERTIFIED -
Forest Park CC
HIGH SCHOOL DIPLOMA -
Fort Zumwalt West
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