Rafka D.
Senior Customer Service and Operations Specialist
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About
Rafka B., based in Beit El Chaar, Lebanon, is a Senior Customer Service & Operations Professional adept at managing robust customer service frameworks and operational coordination. Currently with Copart USA & AGA Worldwide, Rafka ensures seamless customer service operations by effectively managing customer inquiries, complaints, and escalations. At Barista Espresso, she excels as an Operational Customer Service Officer, utilizing strong SAP capabilities for sales orders and CRM activities while supporting international clientele through various communication channels. Her tenure at ABC Lebanon as a Senior Customer Service Representative highlights her proficiency in team training and the management of loyalty programs and CRM strategies. She has further demonstrated her communication acumen as a Communication & Brand Ambassador, enhancing internal communication and event promotion. Additionally, her foundational experience spans roles from a Sales & Operations Manager to a Private Tutor, showcasing a breadth of expertise in operations, customer relations, and academic instruction. Rafka holds a Bachelor’s Degree in International Relations & Foreign Affairs from Holy Spirit University of Kaslik, along with a Master 1 in Political Sciences from Lebanese University.
Experience
Senior Customer Service & Operations
COPART USA & AGA WORLDWIDE – LEBANON · 2024 — PresentManage customer service operations while providing professional support to customers and business partners. Coordinate daily activities to ensure smooth workflow among customers, internal teams, and management. Respond to inquiries, complaints, and requests with effective resolutions, while tracking operational cases and coordinating with departments to efficiently resolve issues. Maintain accurate records and facilitate communication with international customers through appropriate channels. Prepare operational updates and reports, communicating key issues and solutions to management.Operational Customer Service Officer
BARISTA ESPRESSO · 2019 — PresentOversee sales, maintenance requests, and customer issues alongside daily operational activities. Address complaints and customer inquiries while managing loyalty programs and providing showroom sales support. Engage with foreign customers via email and website chats. Utilize SAP for preparing sales orders, AR invoices, deliveries, AP invoices, and contracts. Handle case-management requests as well as coordinating maintenance requests and technician forms. Generate daily and monthly reports, offering operational updates to management and the CEO.Senior Customer Service Representative
ABC LEBANON · 2017 — 2019Conduct training for new joiners, aiding in team integration and supporting daily customer service operations. Manage customer loyalty programs and CRM activities related to points and Co-Branded Loyalty Cards. Address cases involving Wedding & Birth Lists, Tax Free items, Gift Cards, Online Gift Cards, mobile application support, and official invoices. Compile reports and execute e-archiving via SharePoint. Resolve customer complaints while fostering teamwork and facilitating daily huddles, reporting operational needs to management.Communication & Brand Ambassador
ABC LEBANON · 2018 — 2019Communicate internal news, ideas, and best practices to employees while escalating their needs to support internal communication. Promote events and promotions through channels such as Facebook, Instagram, and websites.Sales & Customer Service
DORA / SAINT-JOSEPH CENTER · 2014 — 2015Manage customer interactions and engage in outdoor sales efforts. Provide marketing support which includes editing promotional booklets.Sales & Operations Manager
SHANSHALLES – VERDUNAssist in hiring and training employees while overseeing quality assurance programs. Track sales data over time and provide support for marketing and sales technologies. Act as a liaison between teams and upper management, fostering customer outreach, retention, and account management alongside staff technology training.Private Tutor
PRIVATE TEACHERPrepare lessons, assignments, and tests while supporting students in Grades 1–5 and Grade 8.
Skills & Expertise
Education
- Master 1 in Political SciencesLebanese University – 2nd Branch · 2017 — Present
- Bachelor's Degree in International Relations & Foreign AffairsHoly Spirit University of Kaslik (USEK) · 2011 — 2015
- Lebanese Baccalaureate – Sociology & EconomicsOLM Notre Dame de Mahmouhe · — — 2011
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