Basic Info

Hanan Fares

5 years

Cairo Governorate, Egypt

Bachelor's Degree

Experienced

Work Experience

Charity officer (volunteer) at Geel El Forsan for Special needs

Experience Details

Charity officer (volunteer)

Administration

Experienced (Non-Manager)

1. Marketing and public relations to raise the profile of the organisation's services and campaigns.

2. Designing fundraising materials such as leaflets and flyers.

3. Creating and organizing fundraising initiatives and events.

4. Approaching potential donors and maintaining donor lists.

5. Administrative tasks: applying for grants and other sources of funding, managing budgets, gathering data, preparing reports.


Company Details

Geel El Forsan for Special needs

Cairo, Egypt

1-10 employees

Non-Profit Organizations

N/A

Jan 2013 to present (3 years 11 months)
Administration Manager at AIC

Experience Details

Administration Manager

Administration

Manager

QA plans, Quotations, Sales Funnel, KPIs, Monitor Project Progress. Calendar Management, Presentations, Suppliers Relations, Events Organization. Responsible for HR dept.: o Recruiting staff - identifies hiring need, developing job descriptions, preparing job adverts, checking application forms, shortlisting candidate for interviews.  Developing and implementing policies on issues like working conditions, performance management, disciplinary procedures and absence management.  Undertaking regular salary reviews.  Administering payroll and maintaining employee records.


Company Details

AIC (multinational)

Egypt

N/A

Security and Surveillance

N/A

Dec 2014 to Jun 2015 (6 months)
Service Delivery Team Leader at IBM

Experience Details

Service Delivery Team Leader

Customer Service/Support

Experienced (Non-Manager)

Assist the Delivery Manager with inbound and outbound service activities designed to ensure that the team meets established performance criteria and that requests are handled according to established performance standards for quality, productivity and customer satisfaction.
Provide daily team guidance and training, assist in strategy development, assist in setting and achieving operational objectives, and track and report service performance. Handle escalated and more complex customer service issues.
Monitor performance, run figures & results analyses.
Responsible for leading, motivating and managing team of customer service professionals. Ensure that the team is cross-trained/multi-skilled and proactive customer focused.
Continually strive to improve the CRM processes and motivate team members to do the same.
Impact on strategic financial results within area of responsibility. Focus on individual/team objectives and development of professional effectiveness.


Company Details

IBM (multinational)

Cairo, Egypt

N/A

Accounting and Auditing Services, Business Services - Other

N/A

Mar 2013 to Nov 2013 (8 months)
Subject Matter Expert at IBM Global Process Services

Experience Details

Subject Matter Expert

Customer Service/Support

Entry Level

1. Quality assurance: Monitor


Company Details

IBM Global Process Services (multinational)

Cairo, Egypt

More then 1000 employees

Business Services - Other

N/A

Apr 2011 to Jan 2013 (1 year 9 months)
Customer Support Advisor at IBM

Experience Details

Customer Support Advisor

Customer Service/Support

Entry Level

- Handle customer inquiries, complaints and billing issues with the highest degree of courtesy and professionalism needed to resolve customer issues.

- Technical Support Expert, where I can identify, research, troubleshoot and resolve technical problems that customers may encounter.

- Create opportunities for up-selling and cross selling.

- Overachieve all the targets set for my team.


Company Details

IBM (multinational)

Cairo, Egypt

More then 1000 employees

Business Services - Other

N/A

Jul 2010 to Jan 2011 (6 months)

Education

Bachelor's Degree in Romance Languages

Education Details

Bachelor's Degree

Romance Languages, Literatures, and Linguistics

Ain Shams University, Egypt

B / Very Good / 75 - 85%

N/A

N/A

Ain Shams University
2006 - 2010
Bachelor's Degree in Italian Language and Literature

Education Details

Bachelor's Degree

Italian Language and Literature

Ain Shams University, Egypt

B / Very Good / 75 - 85%

N/A

N/A

Ain Shams University
2006 - 2010
Bachelor's Degree in Alsun

Education Details

Bachelor's Degree

Alsun

Ain Shams University, Egypt

B / Very Good / 75 - 85%

N/A

N/A

Ain Shams University
2006 - 2010

Certifications

Certificate details

Six Sigma Green Belt

Sep 2013

N/A

N/A

N/A

MoreSteam University

N/A

This profile is fresh!
Last update 3 days ago.

Jobseeker photo

Profile Skills and Keywords

AICAccounting And Auditing ServicesAdministrationAdministration ManagerAlsunAnalyticalAnd LinguisticsArabicBusiness Services - OtherBusiness-orientedCharity OfficerCustomer ServiceCustomer Support AdvisorEnglishExecutorIBMIBM Global Process ServicesInitiativeItalianItalian Language And LiteratureLinuxLiteraturesLotus NotesMac OSMicrosoft OfficeMicrosoft PowerPointNon-Profit OrganizationsOrganizerQualityReportingRomance LanguagesSalesSecurity And SurveillanceService Delivery Team LeaderSix Sigma Green BeltSubject Matter ExpertSupport

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Advanced

Italian

Italian

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Microsoft Office

Microsoft Office

: Advanced

: Extreme - I love it!

:

3-5 years

Lotus Notes

Lotus Notes

: Advanced

: High

:

1-3 years

Microsoft PowerPoint

Microsoft PowerPoint

: Intermediate

: Extreme - I love it!

:

1-3 years

Linux

Linux

: Intermediate

: High

:

1-3 years

Mac OS

Mac OS

: Intermediate

: Extreme - I love it!

:

1-3 years

Fields of Expertise

customer service

customer service

: Advanced

: Extreme - I love it!

:

1-3 years

administration

administration

: Advanced

: Extreme - I love it!

:

1-3 years

Quality

Quality

: Advanced

: High

:

1-3 years

sales

sales

: Intermediate

: High

:

Less than 1 year

reporting

reporting

: Intermediate

: High

:

1-3 years

Key Skills

Analytical, Executor, Business-oriented, Initiative, Organizer

Online Presence

https://www.linkedin.com/profile/view?id=210761090&trk=nav_responsive_tab_profile

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