Team of Experts

• ⦁ COPC customer service metrics.
  ⦁ COPC Quality metrics.
  ⦁ Effective communication skills.
  ⦁ CRM
  ⦁ Leadership skills.

• MBA At ECC

Business Development Manager
Job Responsibilities:
Identifying, developing, and implementing growth opportunities for a company. This includes identifying new markets and partnerships, building relationships with key stakeholders, and developing and implementing strategies to increase revenue and profitability.

⦁ Identifying and evaluating new growth opportunities.
⦁ Developing and implementing growth strategies to increase revenue and profitability.
⦁ Building relationships with key stakeholders such as customers, suppliers, and partners.
⦁ Identifying potential acquisition targets or partnership opportunities and conducting due diligence.
⦁ Developing and managing budgets and financial forecasts.
⦁ Monitoring and analyzing market and competitor activity to identify potential threats and opportunities.
⦁ Providing regular reports and updates to senior management on progress and performance.
⦁ Representing the company at industry events, trade shows, and conferences.

Call Center & Social Media Manager
Job Responsibilities:

Responsible for managing the day-to-day operations of both the call center and social media moderation functions, ensuring that customer service representatives and social media moderators are meeting performance goals, and implementing policies and procedures to improve the customer experience across both channels.

⦁ Overseeing the daily operations of both the call center and social media moderation team.
⦁ Managing a team of customer service representatives and social media moderators and ensuring that they are meeting performance goals.
⦁ Developing and implementing call center and social media moderation policies and procedures to ensure that customers receive a consistent experience across all channels.
⦁ Monitoring call center and social media metrics to identify areas for improvement.
⦁ Conducting regular training sessions to ensure that customer service representatives and social media moderators are equipped with the knowledge and skills necessary to provide excellent service.
⦁ Collaborating with other departments such as IT, marketing, and HR to ensure that both the call center and social media moderation functions are running smoothly.
⦁ Responding to customer escalations and handling difficult customer interactions across both channels.
⦁ Tracking social media metrics such as engagement rate and sentiment analysis to identify areas for improvement.
⦁ Ensuring that the company’s social media presence is positive and engaging.

⦁ Participate in setting & implementing the department’s annual plan.
⦁ Participate in setting & tracking the annual budget & manpower needs.
⦁ Achieve team’s KPIs.
⦁ Handle and resolve critical complaints.
⦁ Update and validate the department’s information documents with the concerned departments and circulate it to the teams.
⦁ Analyze and prepare required reports & dashboards.
⦁ Participate in the staff selection process.
⦁ Assess the team’s performance and provide the necessary training and coaching to develop their skills.
⦁ Monitor and assess the transactions over all channels to ensure QA targets are met.

Customer Service Senior at Wadi Degla Development
Job Responsibilities:

⦁ Training new hires.
⦁ Updating Knowledge base articles.
⦁ Handling high level complaints.
⦁ Responding promptly to customer inquiries.
⦁ Communicating with customers through various channels.
⦁ Acknowledging and resolving customer complaints.
⦁ Communicating and coordinating with different departments as necessary.
⦁ Acting as backup to TL/ Supervisor.
⦁ Assisting in preparing operation reports.

Customer Service officer at Wadi Degla Development
Job Responsibilities:

⦁ Responding promptly to customer inquiries.
⦁ Communicating with customers through various channels.
⦁ Acknowledging and resolving customer complaints.
⦁ Keeping records of customer interactions, transactions, comments, and complaints.
⦁ Communicating and coordinating with colleagues as necessary.
⦁ Ensure customer satisfaction and provide professional customer support.

Job Responsibilities:

⦁ Prepare daily reports, sheets & schedules
⦁ Represents the CEO by welcoming visitors, reviewing correspondence and other corporate functions; answering Questions and meeting requests directed to the CEO
⦁ Enhances CEO and different requests; exploring opportunities to add value to job accomplishments.
⦁ Open, sort, and distribute faxes and email
⦁ Organizing client files
⦁ Providing CEO with client information before meetings
⦁ Updating client meeting notes
⦁ Managing CEO’s calls while he is out of office
⦁ Screening phone calls, enquiries and requests, and handling them when appropriate.
⦁ Meeting and greeting visitors at all levels of seniority.
⦁ Plan, organize, and schedule own workload so that these activities are completed accurately and on time.
⦁ Activities may include preparing documents and presentation materials, screening and responding to incoming –Inquiries, and phone calls: drafting letters and official information releases.

Office Manager at Ramses Medical Foundation
August 2009 – April 2011

Job Responsibilities:

⦁ Preparing All Purchase Orders to Suppliers.
⦁ Handle All the Cases Related to Customs.
⦁ Collect All the Information from The Daily Press Related To Our Field.
⦁ Answering local & international phone calls.
⦁ Typing letters faxes & reports on computer.
⦁ Sending faxes to other companies (to join our activities)
⦁ Organizing appointments for general manager.
⦁ Sending & Receiving Emails.
⦁ Filling.
⦁ All Other duties related to Secretarial work.

Office Manager at Cairo Industrial technology
June 2008-May 2009

Job Responsibilities:

⦁ Answering local & international phone calls.
⦁ Typing letters faxes & reports on computer.
⦁ Sending faxes to other companies ( to join our activities)
⦁ Organizing appointments for general manager.
⦁ Sending & Receiving Emails.
⦁ Filling.
⦁ All Other duties related to Secretarial work.

Customer Services at Conrad Cairo Hotel
April 2006 -March 2008

Job Responsibilities:

⦁ Collecting data regarding clients.
⦁ Offering services and new promotions.
⦁ Selling discount cards.
⦁ Handling Complaints.
⦁ Franchising New Services provided by the Hotel.