Lamiaa Reweny

British Council Egypt

• Customer services, sales and branch managerFull Time

  Jan 2022 - Apr 2024 -2 yrs, 3 months

  • Job Details:Branch Management tasks • Supervising the day-to-day operations of the administrative department, staff members and ensuring completion of all administrative tasks. • Supervise all travel and hotel arrangements for staff and visitors, including visas and work permits as applicable. • Manage timesheets for team members, ensuring timely submission, approval, and accuracy. • Planning, scheduling, and promoting office events including meetings, conferences, interviews, orientations, and training sessions. • Oversee all employee-related practices, such as recruitment, termination, benefits, and retirement plans. • Oversee all labor engagement for both branches and manage the new hire orientation and exit process. • Manage the archiving of all the branch records and files according to the General data protection regulations (GDPR) • Provided training and guidance to staff on GDPR requirements and best practices. • Acted as the primary point of contact for data protection issues and liaised with regulatory authorities. • Managing the daily financial income and reconciliation files for audit purposes. • Manage local office wide procurement through procurement requests (PRs) with support of procurement team (Marketplace). Prepare quotation requests, bids and supplier tenders, and proposals for shared office services and suppliers. Invite, assess, and recommend suppliers. Establish and negotiate contract terms and conditions and maintain supplier relationships • Processing students Refund requests for all British Council Egypt using multiple systems including SAP, TCMS and CSM2 ensuring accurate reconciliation and proper filing for audit purposes. CS tasks -Leading the team of Sales and Customer Services across the country, demonstrating the values, behaviors and knowledge required by Customer Service professionals to ensure the quality and efficiency in service delivered to internal and external clients. -Ensure agreed customer management and compliance processes are followed. -Lead on transformation of the Customer Services Team into an effective Sales Team fully integrated with Teaching and Exams Global processes and systems. -Line management of the team, including training, coaching, and mentoring ensuring that customer service staff have been appropriately briefed on BC procedures and receive the training required to allow them to successfully fulfil their duties. -Shortlisting, Interviewing, and onboarding new CS staff within my department as well as being part of the panel in shortlisting and Interviewing British Council staff for other departments. - Supervising the day-to-day operations for staff members and ensuring completion of all administrative tasks. -Handle 2nd level customers and students’ complaints and feedback. Act upon them in a timely manner according to British Council complaints policy and the Customer Services Excellence standards. -Ensure accurate income collection, issuance of receipts and reporting of revenue on TCMS and SAP to corporate finance and cash handling procedures. -Plan and administer pre and post Teaching Centre & Examinations Registration in timely manner to assure all targets are met. -Assure all back-office tasks are handled according to Service Level Agreement, Customer Service Excellence and British Council policy. -Act on mystery shopping results and customer feedback. -Draw a monthly rota for Customer Service Assistants, ensuring adequate front line and back-office coverage at all times and detailing breaks and leaves. -Ensure that end-of-shift/end-of-day closing meets all accounting procedures in TCMS and SAP, and fully adheres to the cash handling procedures.
• Customer Service OfficerFull Time

  May 2012 - Dec 2021 -9 yrs, 7 months

  Egypt , Cairo

  • Job Details:Handling day-to-day administrative tasks and staff. - Oversee travel and hotel arrangements, including visas and work permits. - Manage timesheets for team members. - Plan, schedule, and promote office events. - Archive branch records and files according to GDPR. - Provide GDPR training and guidance to staff. - Act as the primary contact for data protection issues. - Manage daily financial income and reconciliation files. - Handle local office procurement, including supplier tenders and contracts. -Line managing and coaching the customer services agents. -Onboarding the new CS members and putting them on track -Conducting Quality monitoring weekly checks -Handling 2nd level complaints and logging them on CRM -Acting as the focal point for the YL program in the British Council
• Customer Service AssistantFull Time

  Jan 2003 - May 2012 -9 yrs, 4 months

  • Job Details:-Handling Face to Face enquiries and reregistration for Young Learners /Adults and Exams -Handling the British Council mailbox and responding directly to enquiries or forwarding the emails to the person in charge