Zakia Amina Badr

Zakia Badr Customer Support Agent REACH OUT About Me (she/her) I am a detail-oriented and highly organized professional with extensive experience in customer service, administration, and team coordination. Skilled in email and chat support, data entry, and document management, I specialize in remote roles that require strong problem-solving abilities and efficient multitasking. I am passionate about contributing to seamless business operations through clear communication and meticulous task execution. Relevant Experience (AUG 2024 -) ADMINISTRATIVE ASSISTANT/COST CONTROLLER ASSISTANT Radisson Hotel Group (Aug 2024 - Present) Monitored and controlled project costs, tracked expenses, and supported budget creation to ensure profitability. Created purchase orders, acknowledged inventory receipts, and trained staff on SAP/Fiori procedures. (FEB 2020 AUG 2025) SENIOR RENEWALS EXECUTIVE Westcon-Comstor (Feb 2020 - Aug 2025) Managed renewal processes and negotiated contracts to increase renewal rates and achieve cost savings. Utilized CRM and analytics tools to forecast revenue and streamline processes. (AUG 2018 AUG 2019) CUSTOMER SERVICE MANAGER Zertifica LLC Restructured the logistics team, eliminating 100% of the backlog and optimizing workflow efficiency. Reduced customer complaints by 85% by creating a comprehensive FAQ page and standardized email templates for customer service agents. Resolved customer inquiries via email and chat, ensuring high service standards and customer satisfaction. Used CRM software to enhance customer interactions and improve case resolution times. (SEPT 2015 JUNE 2017) ENGLISH TEACHER AND TEAM COORDINATOR Various Academies and Schools Instructed and engaged students in learning activities, while also coordinating team efforts and developing lesson plans. Education, Certification, & Others Works Tools & Software CAPM CERTIFICATION COURSE (UDEMY - IN PROGRESS) ADMINISTRATIVE ASSISTANT TRAINING (ALISON COURSE) PROJECT MANAGEMENT IN PRACTICE (ALISON COURSE) INTRODUCTION TO AGILE AND SCRUM (ALISON COURSE) CPCAB LEVEL 3 CERTIFICATE IN COUNSELLING SKILLS CRM SOFTWARE: ZENDESK, SALESFORCE, HUBSPOT ERP SYSTEMS: SAP HANA, MICROSOFT DYNAMICS 365, WORKDAY , COMPANYSPECIFIC ERPS COMMUNICATION PLATFORMS: SLACK, MICROSOFT TEAMS PRODUCTIVITY TOOLS: EVERNOTE DATA MANAGEMENT: MS EXCEL, GOOGLE SHEETS CUSTOMER SERVICE Email and Chat Support Responding to customer inquiries promptly and professionally through email and chat platforms to resolve issues and provide information. Data Entry and Data Processing Accurately inputting, updating, and managing data in spreadsheets and databases. Order Processing and Invoicing Managing purchase orders, processing invoices, and tracking payments to ensure smooth Skills & Proficiencies transactions. Administrative Support Performing general admin tasks like scheduling, record-keeping, and coordinating office processes. Document and File Management Organizing, digitizing, and maintaining company records for easy retrieval and secure storage. Ticketing System and CRM Updates Logging support tickets, updating customer profiles, and tracking service history using CRM software. Organization and Time Management Prioritizing tasks and managing deadlines effectively to enhance productivity. Client and Vendor Communication Professionally liaising with clients and vendors to facilitate smooth business operations. Past Projects 1. Email Support Templates and FAQ Page Restructured the logistics team and created a comprehensive FAQ page along with email templates, reducing customer complaints by 85% and eliminating backlog at Zertifica LLC. Data Entry and Management CRM Database Updates Created and maintained spreadsheets for client data, ensuring accuracy in order processing and invoice tracking. Streamlined CRM records by updating customer profiles, logging support tickets, and tracking service history. Document and File Organization Cost Tracking and Budget Management Organized and digitized company records, ensuring all documents were accessible and properly labeled for future reference. At Radisson Hotel Group, supported project cost tracking, managed purchase orders, and ensured accurate budgeting to maintain profitability. Vendor Communication Tracker Developed a vendor communication tracking system to log interactions, order statuses, and issue resolutions, streamlining collaboration and ensuring timely follow-ups. Connect with me Zakia Badr Email:-Phone: - Location: Madrid, Spain I am available for remote, freelance, and contract work — with flexible hours and a focus on nonverbal roles like email/chat support and data entry. If you're interested in collaborating, feel free to reach out! Find my resume here CONNECT WITH ME