Basic Info

Helana Lotfy

4 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Customer Relations Officer at Mashreq bank

Experience Details

Customer Relations Officer

Accounting/Finance

Experienced (Non-Manager)

• handle all walk-in customers at the branch by either directing them to appropriate counter or by resolving their inquiries. Will ensure commitment at all times to the service standards set for the organization.
• Provide basic information on all products/services
• Respond to opportunity arising for cross selling
• Handles all allocated function with the strict adherence to set processes
• Enhance usage of alternate delivery channels
• Handles all correspondence for the branch.
• Welcoming customers, 2M Challenge! (SHAPED&SHINES)
• Identify customer needs
• Generating token for appropriate banking service and representatives
• Waiting Time Management. Walking around the floor, double checking customers in the queue if they are getting the required service and to recommend faster service solutions, alternative channels.
• Bring new products or services into the customers’ attention
• Recording customer feedback, surveys
• Support on ATM/CCDM services


Company Details

Mashreq bank

Cairo, Egypt

More than 1000 employees

Banking

N/A

Aug 2016 to present (1 year 4 months)
Call Center at Mashreq Bank

Experience Details

Call Center

Customer Service/Support

Entry Level

• Handling inbound calls and the customer's inquires, complaints, and requests.
• Making outbound sales calls to support the monthly target if needed.
• Making CPV (contact person verification) calls.
• Checking wrong charges on customers' accounts as an additional task.


Company Details

Mashreq Bank

Cairo, Egypt

More than 1000 employees

Banking

N/A

May 2016 to Aug 2016 (3 months)
Accountant at Ain-Shams University

Experience Details

Accountant

Accounting/Finance

Experienced (Non-Manager)

N/A


Company Details

Ain-Shams University

Cairo, Egypt

More than 1000 employees

Training and Coaching, Education

N/A

May 2014 to May 2016 (2 years)
Call Center Agent at TEData Egypt

Experience Details

Call Center Agent

Customer Service/Support

Entry Level

N/A


Company Details

TEData Egypt

Cairo, Egypt

More than 1000 employees

Computer Networking

www.tedata.net

Sep 2012 to Apr 2014 (1 year 7 months)
Trainee Customer Service at Vodafone Egypt

Experience Details

Trainee Customer Service

Customer Service/Support

Entry Level

N/A


Company Details

Vodafone Egypt

Cairo, Egypt

More than 1000 employees

Telecommunications

www.vodafone.com.eg/

Jul 2009 to Mar 2010 (8 months)

Education

Bachelor’s Degree of Commerce in Accounting

Education Details

Bachelor’s Degree of Commerce

Accounting

Ain Shams University, Egypt

C / Good / 65 - 75%

N/A

N/A

Ain Shams University
2008 - 2012
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Saraya EL-koba

Egypt

2008

A / Excellent / 85 -100%

N/A

Saraya EL-koba
2008

Training and Courses

Training/Course Details

English Course

Feb 2016

Berlitz

N/A

Training/Course Details

Special accounting program (SAP) Course

Jun 2012

Ain Shams University

N/A

Training/Course Details

ICDL

Jun 2011

Ain Shams University

N/A

This profile is not updated!
Last update more than 1 months ago.

Jobseeker photo

Profile Skills and Keywords

AccountantAccountingAnalyticalArabicBankingCall CenterCall Center AgentCommunicatorComputer NetworkingCustomer Relations OfficerCustomer ServiceEducationEnglishEnglish CourseFinanceHard WorkerICDLInsuranceOrganizerProblem SolverSpecial Accounting Program (SAP) CourseSupportTelecommunicationsTrainee Customer ServiceTraining And Coaching

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Advanced

: Advanced

: Advanced

: Intermediate

Fields of Expertise

Accounting

Accounting

: Intermediate

: High

:

1-3 years

Customer Service

Customer Service

: Intermediate

: Medium

:

1-3 years

Key Skills

Analytical, Communicator, Hard worker, Organizer, Problem Solver

Online Presence

https://www.linkedin.com/in/helana-lotfy-b74bba139

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