Fatma El Zahraa Samy Selim Dahroug

CompuMe

• Human Resources SpecialistFull Time

  Sep 2012 - Mar 2013 -6 months

  Egypt , Cairo
• Customer Relationship Management CoordinatorFull Time

  Sep 2011 - Aug 2012 -11 months

  Egypt , Cairo

  • Job Details:• Maintain Customer focus at all times and respond to customers’ enquiries (e-mails, phone and fax) using the Best Practice guidelines. • Work within agreed service levels, striving to exceed customer expectations wherever possible. • Exceed productivity standards; such as overall accuracy; maintaining Service Level; back ticket management of departmental and individual markets and maintaining daily statistic. • Ensure all customers’ queries are investigated and resolved, escalating issues if appropriate, to the CRM Manager. • Assist CRM Manger and management with any special projects assigned and provide backup to CRM manager when necessary. • Maintain advanced working knowledge of all customer service processes for different market segments and communicate discrepancies/ issues to CRM manager when necessary. • Demonstrating willingness to assist team with day to day operations. • Maintain professional working relationship with internal and external customers, customer service management and colleagues. • Supports decisions made by Management and conveys positively to team members. • Adhere to agreed standards of quality and quantity and process all orders/ claims/ queries with a minimum 98% accuracy rate. • Work effectively as part of a team to achieve individual, team and departmental objectives, sharing knowledge and skills as appropriate. • Provide flexible support for team members and other teams and foster a positive and a motivating environment. • Assist in gathering business requirements and analysis activities to facilitate Continuous Improvement. • Participate in monthly and weekly meetings that agreed the standard processes in a Customer Services environment. • Assist in documenting any requirements information and to the agreed standards. • Reporting to the department management on progress of selected tasks.
• Customer Relationship Management CoordinatorInternship

  Aug 2010 - Sep 2010 -1 month

  Egypt , Cairo