shahd elnaim

Executive Assistant

Managed all client and stakeholder communications remotely, drafting professional correspondence, responding to partner inquiries, and maintaining responsive, clear communication across email and messaging platforms. Served as the primary point of contact for internal teams and external partner organizations, triaging requests, managing expectations, and resolving operational issues.

Client CommunicationStakeholder ManagementProposal WritingDocumentationRemote Collaboration

Coordinator & Administrator

Acted as primary point of contact for 200+ program participants, managing a high volume of inbound queries, concerns, and feedback across in-person and remote channels. Monitored participant welfare and attendance in real time, proactively identifying and resolving issues before they escalated, and maintaining accurate CRM-style records of all participant interactions.

Data EntryReportingProblem Solving

Customer Service Representative

Teleperformance

Managed 80+ inbound customer service calls per day in English for AT&T US customers, handling technical support inquiries, billing disputes, account management requests, and connectivity troubleshooting. Consistently achieved and exceeded monthly performance targets for First Call Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction Score (CSAT), ranked in the top quartile of the

Inbound CallsTechnical TroubleshootingComplaint HandlingDe escalationService RecoveryCross SellingUpselling

Instructor & Participant Support Lead

Delivered daily face-to-face support and instruction to 60+ participants, managing questions, concerns, and interpersonal dynamics in a structured group environment. Coordinated with fellow instructors and camp administration on scheduling, participant communications, and real-time problem-solving.

InstructionParticipant SupportProblem Solving