Open to opportunities

Petra Alhourani

@petraalhourani

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Results-driven Client Success Manager with expertise in client relations.

United States

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What I'm looking for

I am looking for a role that fosters collaboration, values client satisfaction, and offers opportunities for professional growth.

I am a results-driven and highly adaptable Client Success Manager with a proven track record in client relations, team leadership, and operational management. My experience includes developing and maintaining strong client relationships to ensure satisfaction and retention. I thrive in fast-paced environments, focusing on efficiency, productivity, and optimal client satisfaction.

In my current role at TSD Global, I lead onshore and offshore teams, analyze client needs, and tailor solutions to improve overall service delivery. I have successfully designed training modules to optimize team performance and generate KPI reports to track client performance metrics. My dedication to fostering strong communication among executives, team members, and clients has been key to driving superior outcomes.

Throughout my career, I have demonstrated my ability to manage and mentor teams, implement process improvements, and enhance service delivery. I am committed to continuous improvement and ensuring high standards of service through effective quality assurance practices.

Experience

Work history, roles, and key accomplishments

Current

Client Success Manager

Current

TSD Global

Oct 2022 - Present (3 years 2 months)

Developed and maintained strong client relationships to ensure satisfaction and retention. Designed and enhanced training modules to optimize team performance.

Client Relations Performance Optimization KPI Analysis Project Management

Senior Team Lead

TSD Global

May 2022 - Present (3 years 7 months)

Led onshore and offshore teams, ensuring alignment with company goals and client expectations. Trained team members in performance optimization, coaching techniques, and quality assurance.

Team Leadership Quality Assurance Strategic Planning Recruitment

Call Center Representative

TSD Global

Oct 2021 - Present (4 years 2 months)

Managed and mentored a team of 20 agents to achieve performance benchmarks. Conducted regular coaching sessions to improve productivity and service quality.

Team Management Coaching Process Improvement Problem Solving

Team Lead

TSD Global

Mar 2021 - Present (4 years 9 months)

Handled incoming calls and processed online orders with accuracy and efficiency. Provided real-time troubleshooting and customer support.

Customer Service Troubleshooting Order Processing Customer Support Communication

Lead Teacher

Awesome Kids Academy

Aug 2020 - Present (5 years 4 months)

Oversaw classroom management, ensuring a structured and nurturing learning environment. Conducted student evaluations and facilitated parent-teacher conferences.

Classroom Management Lesson planning Child Development