1. ROSINA BOCTOR
417 Pinefield Rd, San Jose, CA 95134 | Cell: +1669-234-6455
email : rosinaboctor@hotmail.com
Objective:
To obtain a full -time position which will utilize my communication and administra-
tive skills, that will reflect my interest, enthusiasm and willingness to learn more
and show great deal of all the responsibilities that are assigned to me in your
prestigious company.
Summary
Award-winning customer service professional offers 8 years experience in sales
and customer service.Excellent interpersonal, technical, leadership skills and an
entrepreneurial mindset developed through years of experience and exposure to
interesting projects/ employers.Worked in a dynamic and culturally- diversed en-
vironment.Skilled and multi-task . Organized .Superior communication skills.
Fast learner. Global traveler.Team player. Conflict resolution. Proficiency in com-
puter applications. International customer service experience.
Experience
Customer Service 11/2015- 04/2016 - Velodyne LiDAR- Morgan Hill-California
. Billing, updating the back-log with sales order numbers, tracking numbers and
sensors serial numbers
. Sales order entry in ERP system and Salesforce
. Check Salesforce information and match it with customer purchase order and
price quotes.
. Sending Sales Order Acknowledgement emails to customers to notify them
about the scheduled ship dates of the sensors, proforma invoices for payment by
wire transfer, wire transfer instructions, credit card form that is filled by customer
. Filing
. Handling customer shipping issues with freight forwarder companies, like FedEx
, UPS,etc.
. Answering customer’s phone calls regarding shipments and provide shipments
tracking numbers
.Contact Customers for credit card information to charge shipments to.
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2. Travel Counselor 02/2015-07/2015 Ladera Travel, Menlo Park -California.
. Prepare international and domestic travel arrangements for customers inclusive of air,
rail, hotel plus ground transportation.
. Maintain accessible online resources to assure conformance with customers’ travel
policy.
. Recommend clients of international travel needs like passports, visas and immuniza-
tions etc.
. Study, learn and interpret international pricing rules as well as procedures.
. Ensure to operate within common procedures with supervised outcomes and under
minimum direct supervision.
.Interact with travel arranger, traveler and travel manager.
.Provides best level of assistance for client service as well as technical issues.
. Utilize company preferred suppliers to maximize profit and ensures adherence with
clients’ travel policy.
.Resolve all easy customer problems as well as complaints.
.Head responsibility for timely and proper company servicing for travel arrangements ,
and travel insurance for all clients.
. Provide professional support for incoming client telephone calls for service and sales.
. Maintain top degree telephone etiquette on every call taken.
. Conduct all outbound calls as required for collections, requested call-backs and date
consolidation etc.
. Maintain and update reservation information complying with company guidelines.
. Provide support to prepare departmental reports as well as other documentation.
. Organize and provide documents, reports and information to organization and exter-
nal clients in an useful and well-organized manner.
. Perform all administrative tasks assigned, and process invoices , payments and mail
for clients.
. Perform bookkeeping activities.
. Create and maintain database records.
Accounting Assistant 03/2013 to 01/2015 Metro Drug Stores, Ltd. Khartoum , Su-
dan .
Handled customer service, shipping issues, and import necessary documentations,
translation services for foreign customers, provided currency rates and negotiated the
procedures for imported medicine. Performed all book-keeping ,filing, data entry and
managerial statements preparation needed by the Ministry of Health. Processed invoic-
es.
Counter Supervisor ,professional travel agent ,administrative assistant and cus-
tomer service 02/2005 to 03/2013 Olympia Travel Agency Khartoum, Sudan UN-
MIS (united nations mission in Sudan) office branch:
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3. My tasks included the following :
creating,retrieving , updating, deleting bookings and split ticketing, based on the carrier-
defined controls, code sharing and global interlining, PNR updating and synchronizing,
seat assignment management, meal requests, airfare pricing, including IATA tax calcula-
tions for all countries with global currency exchange rates.
UNHCR(united nations high commissioner for Refugees) office branch:
.In addition to the above, at this branch, acquired the knowledge of administrative skills
and techniques essential in operating a travel business.
.Gained the ability to assist clients in selecting and booking a vacation , hotel reserva-
tion, and work with itineraries , travel changes, and last minute travel plans, cancella-
tions, and re-issuing tickets.
US Embassy in Khartoum office branch:
. Assisted US citizens , government employees and local staff to plan, and book for
trainings, Rest and Recuperation (R&R), medical evacuation, annual leave and transfer
between posts.Aware of travel regulations and policies such as Fly America Act, advis-
ing them on current policies and prohibitions in travel.
. Consulted with customers to assess individual and unique needs, creating a client-
based atmosphere focused on customer service and satisfaction.
Accurately managed all daily transaction controls for all the above branches,including
deposit operations, currency transfers and controls necessary to maintain efficient, sys-
tematic internal operations.As administrative assistant, i was responsible for assisting
the Office Manager in managing the activities of the executive office. Translated from
English to Arabic and vice versa for travelers , as a customer service.
Accounting Assistant 09/1999 to 10/2003 Sun Valley Technical Repair, inc. San
Jose, CA ,USA.
Handled office management , customer's service, shipping documentation, freight
charges, invoices including blind shipments and deliveries for all domestic and in-
ternational shipments.
Office Assistant 01/1996 to 07/1996 Hilton Hotel Khartoum, Sudan
worked as office assistant at the Front office (reception), Personnel and Purchasing De-
partment . Answered phone calls, assisted in reservations, and supply purchases.
Education
BSc,with honors in Business Administration 1994-1999
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4. Activities and Societies:
Participated in the Rural Extension and Development Program organized by Ah-
fad University. Program consisted of an application to extension and communica-
tion methods, leadership training, women and development issues and project
planning and evaluation; all with regard to the third world country development
(included within this program was the exposure to these aspects via field trips to
rural areas in Sudan- Africa).
References: available upon request
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