Lotfi Friji

Lotfi Friji

Summary

I have many years of floor and management experience spanning multiple customer service oriented industries. I possess strong team leadership skills and an ability to focus on big impact ideas. My skills are transferable across different platforms. With experience and strategic flexibility, I excel in a constantly changing environment. And I can excel in yours.

Honors

Over 60 honors, awards, prizes and commendation letters from management, direct supervisors and customers.

Key Strengths

Day-to-day Operations; Customer Service; Hiring, Training and Supervising; Problem Solving; Shift Scheduling; Billing; Invoicing; Payment Processing; Sales; Advanced Computer Skills; Multilingual. 

Work History

Work History
Jan 2011 - Present

Customer Service Representative

ELEF Solutions

Elef Solutions is a virtual call center that specializes in telesales, inbound and outbound premium customer service, lead generation, appointment setting, telecommute, technical support, market research and data entry. Clients to-date are Interval International and AT&T Mobility.

Customer Service Representative                                                                                 

. Deliver world class customer service and build customer satisfaction and loyalty. . Provide effective and timely resolution of a range of customer inquiries. . Strive for one-call resolution of customer issues. . Complete ongoing training to stay abreast of product, service and policy changes. . Strike a positive and cooperative tone with both customers and coworkers. . Demonstrate best judgment in the disbursement of adjustments and credits. . Increase the customer experience by providing information on new products, rate plans, and services through up selling opportunities.                                                                      . Respond to customer inquiries and requests and resolve issues efficiently and professionally. . Utilized multiple call center support applications to efficiently assist customers and agents.

Aug 2010 - Nov 2010

Store Manager

Family Dollar

Responsibilities included, but were not limited to, the day-to-day all store operations; Supervised 6 associates and 2 Assistant Store Managers.

• Devise marketing plans and effective store strategies to improve sales • Create store presentations, ideas, and concept to successfully promote store merchandise • Oversee inventory management • Build strong client base through effective promotional marketing • Hire, train, promote and demote employees • Implement strict store policies • Generate pricing quotations • Order new store merchandise • Approve visual store displays, prints and TV ads • Oversee daily store operations 

Apr 2000 - Oct 2009

Store Manager

Grand Gifts, New York, N.Y.

Grand Gifts is a high-end, specialty gift store located in the Grand Hyatt Hotel. The company came to existence in 1990. Ownership and management changed hands in 2000.

Responsibilities included, but were not limited to, the day-to-day operations; hiring associates, training them and developing them with an emphasis on excellence in service and customer relations; merchandising and store’s visual presentation; shift scheduling; turnover minimization and loss prevention; budget planning; general bookkeeping; supervised 6 associates.     . Analyzed economic conditions, business trends, potential markets and the ensuing risks and         adapted inventory, pricing methods, work schedules and staffing accordingly.               . Built alliances with more than 20 major bodies, corporations and professional associations        (Major League Baseball, US Tennis Association, Mid America Productions, United Nations,      American Medical Association, etc…) and catered to their events. That strategy accounted for             more than 50% of the monthly sales.    . Averaged 12 % yearly improvements in sales volume and sales per-square-foot over my      10-year tenure.    . Achieved highest physical inventory in the store’s 20 year history, an increase of 600% (from      $200,000 to $1,200,000).

Education

Education
Sep 1978 - Jun 1983

B.A.

Universite de Tunis

Skills

Skills

Multilingual

Computer Skills

Sales

Buying

Merchandising

Shift Scheduling

Loss Prevention

Inventory Control

P&L Management

Payroll Management

Problem Solving

Hiring, Training and Supervising

Budget Planning

Customer Service