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Rola Ghandour

@rolaghandour

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Customer service and sales specialist with 16 years' operational and supervisory experience.

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What I'm looking for

I seek a customer-focused operations or supervisory role where I can apply my visa operations and hospitality supervision experience, contribute to process improvements, mentor staff, and work in an organized, respectful, and growth-oriented environment.

I am a highly motivated customer service professional with a Bachelor’s degree in International Business Management and 16 years of hands-on experience across visa operations, retail food & beverage, and facilities service contexts. I consistently deliver organized, accurate administrative work and a professional, empathetic customer experience.

At TLScontact I managed day-to-day visa application processing, biometric collection, passport handling and data security while composing daily incident reports and engaging with applicants to ensure transparency and compliance. In supervisory roles across hospitality and property service companies I established KPIs, managed teams, handled complaints, maintained inventory and produced daily operational reporting.

I bring strong computer literacy (Microsoft Office, CRM, Oracle timesheet/invoicing, POS, Adobe Photoshop, AutoCAD 2D), calm decision-making under pressure, and a track record of improving customer satisfaction through training, clear procedures and attention to detail.

Experience

Work history, roles, and key accomplishments

Operation Customer Agent

TLScontact

Apr 2018 - Jan 2024 (5 years 9 months)

Handled day-to-day visa applications and biometric collection in compliance with SOPs, processed data and passports, and resolved customer complaints while maintaining data security and daily operational reporting.

Customer Service Visa Processing Data Entry Reporting CRM POS Ticketing

Customer Service Supervisor

Antaki GPPK Holding S.A.L.

Feb 2017 - Feb 2018 (1 year)

Supervised customer support for maintenance complaints, coordinated repair schedules and invoicing, and maintained warranty and maintenance logs to ensure timely resolutions and customer satisfaction.

Customer Service Team Supervision Invoicing Warranty Management Reporting

Assistant Manager

Addmind International Company

Nov 2013 - Nov 2016 (3 years)

Managed F&B operations within budget and standards, established KPIs and schedules, audited inventory and food quality, and prepared operational reports to senior management.

Operations KPI Tracking Quality Assurance Reporting Scheduling Procurement

Assistant Manager

Bartartine (Zaatar w Zeit)

Jun 2010 - Jul 2013 (3 years 1 month)

Led shift teams of ~10 staff, supervised food delivery and quality control from farm to fork, managed daily admin and sales reporting, and drove upselling and staff motivation strategies.

Team Leadership Food Safety Quality Control Reporting Upselling Inventory Management Training

Waitress & Field Trainer

Roadster Diner

Jul 2008 - Jan 2010 (1 year 6 months)

Delivered training programs for new hires, maintained training documentation and testing, tracked trainee performance, and supported daily operations and customer service resolution.