Please turn on your javascript Salma Taha - Operations Team Leader - Raya Contact Center - Egypt

Summary

I am looking for a new opportunity in Riyadh wether in the banking sector or customer service related job. I

Experience

Company Logo
Operations Team Leader
Raya Contact Center
Mar 2020 - May 2020 , Egypt

Raya Contact Center(VFS Account)
• Meet monthly key contact center performance goals for customer satisfaction, quality, productivity, and key performance metrics.
• Monitor and evaluate monthly agent performance, review productivity and attendance reports
• Coach staff members to improve performance
• Build, establish, and maintain open lines of communication with agents, peers, trainers, managers, QA specialists, and other areas of the company to facilitate problem-solving.
• Stay informed of all new products and services and ensures that agents are properly trained to handle questions about any of them.
• Assist in administering team attendance
• Records salary plans, vacation and staffing schedules, and forecasts.

Company Logo
Senior Account Advisor & Co-trainer
Raya Contact Center
Jun 2018 - Mar 2020 , Egypt

Raya Contact Center (Boro Taxis Account)
• Handled 150-300 calls daily in a very busy,fast paced team environment.
•Created training manual targeted at resolving even the most difficult customer issue.
• Recognized by company executives for providing extraordinary and notable customer service.
•Acted as a Human Resources representative.
• Awarded as Employee of the month for five times.
• Maintained Average handling time ,achieve quality communicated targets.
• Cross sell promotion codes over the phone and recognized as one of the top five in offering the company's promotion codes over the phone.
• Prepared hard copy training materials such as module summaries,videos and presentations.
•Participated in the pre-certification and the certification of new batches along with the client ,quality department and the training department •Side by side monitoring and tracking the performance of newly certified agents

Company Logo
Computer Lab Assistant Teacher
Edugates International School
Sep 2016 - Sep 2017 | Jeddah, Saudi Arabia

•Maintain the operations of a computer lab and instructing students in the use of a computer lab technology
• Monitor student activities in the computer lab
• Perform student reports and certifications

Company Logo
Branch Relationship Manager
Bank Audi
Oct 2015 - Aug 2016 | Cairo, Egypt

o Cater all customer walk-ins requests and provide required services
o Handle customer complaints and propose solutions to ensure customer satisfaction
o Ensure compliance to K.Y.C principles and money laundry regulations requested by CBE and report suspicious money laundering operations.
o Handle daily reports of customer service activities
o Holds and maintain any custody assigned according to the designation sheet as main holder or substitute.
o Prepare all documents and ensure completeness of new accounts ,files to be ready for approval .Quick response to customer needs .Introduce , explain, and sell cross selling of bank services and products clarifying all features to ensure customer understanding and satisfaction
o Ensure regular coordination between the branch and head office divisions to ensure providing superior services that meet customer needs and pay best efforts to achieve customer loyalty.
o Handle Branches operations related to customer service area

Company Logo
Customer Service Specialist
Nestle waters
Jun 2015 - Oct 2015 | Cairo, Egypt

o Handling Incoming calls and responds to customer requests.
o Corporate with Distribution Team to serve customer with Quality.
o Identify research& resolve customer issues using ACW database.
o Follow-up on customer inquiries which are not immediately resolved.
o Recognize & alert customer service supervisor of trends in customer calls.
o Monitoring of voice mailbox, logging received messages & following –up with customers.
o Provide customers & potential customers with product & service information.
o Up-sell products & services.
o Transfer customer calls to appropriate staff
o Complete customer surveys when applicable
o Perform other duties assigned by the direct manager.

Company Logo
Facility Admin
Aug Pharma
Feb 2014 - Jul 2014 , Egypt

• Welcome onsite visitors, determining the nature of business and announcing Visitors to the appropriate personnel
• Follow up the reception area and meeting rooms to see whether it is clean and tidy frequently with the site care manager
• Report and follow up any maintenance issues immediately to the engineering department
• Assist in the preparation of meetings and events
• Perform other related duties as required
• Provide hiring application forms to new candidates and announce them to the HR department
• Order daily lunch meals for more than forty employees and workers

Education

Cairo University
Bachelor, Bachelors, Bachelors in Business Administration, ‎
Banking & Finance, International Economics, Trade and Finance, Marketing
Percentage 82%
2014

Skills

Intermediate Autocab Booking And Dispatch
Intermediate Branch Operation
Intermediate Commercial Retail Banking
Intermediate CRM Command
Intermediate Personal Banking

Languages

Beginner German
Expert English
Expert Arabic