Marwan Kayali

Technical Support / Customer Service Summary Providing comprehensive technical support and high-quality customer service to enhance client satisfaction and elevate their experience with the company. Dedicated to analyzing customer needs and delivering timely, effective solutions while maintaining professional and clear communication. Key Responsibilities: •Respond to customer inquiries across multiple channels (phone, email, and chat) and work on resolving issues promptly. •Provide technical solutions and professional service to ensure a smooth and satisfying customer experience. •Update and share important information about new products and services with customers. •Log customer interactions and common issues in the Customer Relationship Management (CRM) system. •Coordinate with the team to ensure consistent support responses and improved service quality. Expected Achievements (if new to the role): •Contribute to an increase in customer satisfaction ratings for technical support. •Reduce average time to resolve issues by implementing proactive troubleshooting strategies. •Achieve positive feedback in regular customer satisfaction surveys through improved communication and service quality. Skills: •Customer Relationship Management (CRM) •Problem-solving and technical troubleshooting •Multitasking and organizational skills •Effective communication and active listening •Strong product knowledge

• Coordinating contracts and agreements between hotels and third-party suppliers or agencies. • Managing negotiations and securing favorable terms for hotel partnerships. • Ensuring all contractual obligations are met and maintaining strong relationships with partners. • Collaborating with the sales and marketing teams to develop and implement strategies to optimize hotel revenue. • Handling communications and updates regarding contractual changes and pricing adjustments. • Maintaining detailed records of agreements and renewals.

Summary As an accountant in a gold trading company, I am responsible for managing the financial operations, ensuring accurate financial reporting, and maintaining compliance with industry regulations. My role focuses on tracking gold transactions, managing inventory, and conducting financial analyses to support strategic decision-making within the company. Key Responsibilities: •Financial Reporting: Preparing and analyzing monthly, quarterly, and annual financial statements, ensuring compliance with accounting standards and regulations specific to the gold trading industry. •Transaction Tracking: Monitoring gold purchases, sales, and price fluctuations to maintain accurate transaction records and ensure proper reconciliation. •Inventory Management: Maintaining an accurate inventory of gold stocks and assessing market prices to help with proper asset management. •Cost Management: Analyzing costs associated with gold procurement, processing, and distribution to optimize company margins. •Audit and Compliance: Ensuring that all financial activities are in line with legal and regulatory standards, and supporting external audits as necessary. •Cash Flow Management: Managing cash flow, accounts payable, and accounts receivable to ensure smooth financial operations. Achievements: •Successfully implemented automated reporting systems, reducing processing time for financial statements by 20%. •Contributed to accurate forecasting of gold inventory levels, ensuring minimal stockouts and optimal pricing strategies. •Assisted in the preparation of financial audits, ensuring full compliance with industry regulations. Skills: •Financial Reporting and Analysis •Inventory and Cost Management •Regulatory Compliance in Gold Trading •Cash Flow Management •Accounting Software (Zoumourd Accounting Gold System)

Technical Support / Customer Service Description Summary Providing exceptional technical support and customer service to enhance user satisfaction and resolve issues efficiently. Skilled in troubleshooting, client communication, and delivering solutions in a timely manner. Responsibilities: •Respond to customer inquiries via phone, email, and chat, ensuring quick and efficient problem resolution. •Diagnose and troubleshoot technical issues, guiding clients through solutions and explaining technical details in a clear, user-friendly manner. •Collaborate with other support teams to resolve complex or unresolved issues, ensuring customer needs are fully met. •Maintain accurate and detailed records of interactions and issues using CRM systems. •Provide training and guidance to customers on product use, features, and updates. Achievements: •Successfully resolved 95% of customer issues on the first contact, leading to high customer satisfaction. •Consistently achieved a satisfaction rating of 4.8/5 from customer feedback surveys. •Played a key role in reducing average issue resolution time by 30% through process improvements and better resource management. Skills: •Troubleshooting & Problem Solving •Customer Relationship Management (CRM) •Communication and Active Listening •Multi-Tasking & Time Management •Product Knowledge

Summary As an accountant in a gold trading company, I manage daily financial operations, ensure compliance with regulatory standards, and support strategic financial planning. My role involves tracking gold transactions, financial reporting, inventory management, and cost analysis to improve profitability and efficiency. Key Responsibilities: •Financial Reporting: Prepare monthly, quarterly, and annual reports, ensuring compliance with accounting standards and regulations specific to the gold industry. •Transaction Monitoring: Track gold purchases, sales, and market price updates, ensuring accurate reconciliation. •Inventory & Procurement: Manage gold inventory, estimate procurement needs, and analyze supplier contracts. •Cost & Budget Analysis: Analyze gold procurement and distribution costs, assist with budgeting, and offer recommendations for improving financial performance. •Tax Compliance & Auditing: Ensure compliance with tax regulations and assist with audits. •Cash Flow Management: Monitor cash flow, manage payments, and ensure smooth financial operations. Achievements: •Streamlined financial reporting, reducing report preparation time by 25%. •Improved procurement strategies, boosting profitability by 15% annually. •Provided financial recommendations that reduced waste and increased profit margins. Skills: •Financial Reporting & Analysis •Inventory & Cost Management •Compliance & Auditing •Cash Flow Management •Proficient in Accounting Software (Zoumourd Accounting Gold System ,Excel)