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


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


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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.

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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

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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

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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

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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.

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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


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


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


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Expert English
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