Basic Info

Nabila Osman

7 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Customer Relationship Supervisor at Delta Capital For Urban Development

Experience Details

Customer Relationship Supervisor

Customer Service/Support, Business Development, Operations/Management

Manager

• Preparing Marketing Researches Questionnaire, reports, analysis & Presentations.
• Create new plans in order to improve customer relations and call center process.
• Create new plans by using different analysis tools to improve our client’s satisfactions.
• Preparing Monthly Business Review for the top management about our customer’s satisfactions.
• Handle customer mega complaints with a pleasant, professional and efficient manner.
• Following up the customer’s premiums and engineering modifications requests.
• Review the existing customer’s contracts in order to approve it.
• Ensure high level of customer satisfaction and enhancing Detla Capital image to meet and
Exceed the set standards.
• Deal directly / indirectly with mega customers.
• Obtain and evaluate all relevant information to handle product and service inquiries
• Ensure that team members are fully knowledgeable with company's projects and conduct
Regular training to improve their performance and skills.
• Provide daily, weekly and monthly reports about the current progress, Customers Requests, and complaints solutions to direct manager and Developer customer care and if there any concerns they raised to the
Manager.
• Track and follow up on trouble tickets assigned from Contact Centre/ Different Departments/
clients to the Team and ensure all complaints/requests are being handled.
• Set analysis from the monthly report for the quality of service provided by other’s departments and give recommendations in order to improve customer’s satisfactions.


Company Details

Delta Capital For Urban Development

Giza, Egypt

51-100 employees

Real Estate/Property Management

N/A

Jan 2017 to present (6 months)
Customer Support Manager at FX Stations

Experience Details

Customer Support Manager

Customer Service/Support

Experienced (Non-Manager)

N/A


Company Details

FX Stations

Cairo, Egypt

N/A

Financial Services

N/A

May 2016 to Dec 2016 (7 months)
Operation Team Leader " Suez Cement" at Raya Contact Center

Experience Details

Operation Team Leader " Suez Cement"

Customer Service/Support, Business Development, Administration

Experienced (Non-Manager)

• Annual Marketing Researches Questionnaire, reports, analysis &Presentations;.
•Monthly surveys to evaluate customer's satisfactions towards our services.
Supervise and directs the operations of team.
• Setting the targets for the operation team.
• Appraises the team on Annual basis.
• Implementing the new scopes in the operation and creating the process.
• Insure the corrective actions are taken.
• Communicate with the clients concerning the business results.
• Log and act on client requests.
• Table F Awareness starting from CUIKA abbreviations & Action Plan.
• Maintaining COPC standards & Metrics.
• Insure that we are maintaining all SM ( Service Manual ) factors starting from
(Working Hours, Staffing, SLA, Quality and Client Reports).
• Reviewing the Invoice, GP (Gross Profit) for the Project.
• Handling the client`s needs for Service Centers capacity, CPA Cases.
• Making daily Performance & Coaching for dropped items.
• Monitoring SLA per interval & applying over and under rules.
• Monitoring all teams' members to insure that we are sticking to the process.
• Insure that we are meeting the CSAT percentages.


Company Details

Raya Contact Center

Cairo, Egypt

More than 1000 employees

Consumer Services , Information Technology Services, Manufacturing

N/A

Apr 2013 to Apr 2016 (3 years)
Operation Team Leader " Pepsico & Al Abd" at Raya Contact Center

Experience Details

Operation Team Leader " Pepsico & Al Abd"

Customer Service/Support, Business Development, Administration

Experienced (Non-Manager)

N/A


Company Details

Raya Contact Center (multinational)

Cairo, Egypt

N/A

Consumer Services , Food and Beverage Production, FMCG

N/A

Apr 2015 to Apr 2016 (1 year)
Call Center Agent " Suez Cement " at Raya Contact Center

Experience Details

Call Center Agent " Suez Cement "

Customer Service/Support

Experienced (Non-Manager)

• Handle customer inquiries and Complaints in professional way on the telephone
• Reserve CPT orders after revise the customers balance .
• Providing accurate and pertinent information according to customer care
Center guidelines and standards.
• Responds to customer inquiries in a friendly, polite, professional and
Supportive way.
• Identifies the customer requirement accurately and offers him all possible help
In quickest possible time, using job knowledge and data seeking capabilities.
• Deals with inquires independently and maintaining proper customer care
Norms until the customer is satisfied with the provided information and ends the
Call.
• Ensure compliances with agreed KPIS.
• Ensures positive corporate image ensuring compliance with End users NDA,
Procedures and guidelines.


Company Details

Raya Contact Center

Cairo, Egypt

More than 1000 employees

Consumer Services , Manufacturing, Information Technology Services

N/A

Dec 2010 to Apr 2013 (2 years 4 months)
Admin-Assistant at Eye-Tec

Experience Details

Admin-Assistant

Administration

Experienced (Non-Manager)

-Prepare Meeting Minutes , Filling , arrange meetings & Interviews .
-Handel Clients complains & inquiries .
-Prepare different departments reports .


Company Details

Eye-Tec (multinational)

6 October, Egypt

1-10 employees

Marketing and Advertising

N/A

Jun 2010 to Dec 2010 (6 months)

Education

Bachelor's Degree in Archaeology

Education Details

Bachelor's Degree

Archaeology

Faculty of Archaeology, Cairo University, Egypt

C / Good / 65 - 75%

Conservation and Restoration Department.

N/A

Faculty of Archaeology, Cairo University
2004 - 2008
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Al Abassia El-Tagrebia

Egypt

2004

A / Excellent / 85 -100%

N/A

Al Abassia El-Tagrebia
2004

Certifications

Certificate details

Basic Business Skills Acquisition (BBSA)

Jun 2010

N/A

N/A

N/A

Future Generation Foundation (FGF)

Training
• English course (4 L

Certificate details

On track Start Certification Program

May 2015

N/A

N/A

N/A

Etisal

•Supervisor Jobs.
•Performance Measurement.
•Performance Analysis.
•Performance Management.
•Motivational Techniques.
•Attrition.
•Customer Focus

Certificate details

Creativity and Innovation

Mar 2016

N/A

N/A

N/A

N/A

Certificate details

ISO training 9001:2015 Revision

May 2017

N/A

N/A

N/A

SGS Academy

N/A

Certificate details

ISO training 14001:2015 Revision

May 2017

N/A

N/A

N/A

SGS Academy

N/A

This profile is fresh!
Last update was today

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Profile Skills and Keywords

Admin-AssistantAdministrationArabicArchaeologyBasic Business Skills Acquisition (BBSA)BusinessCMS ,SAP,CRM & SeibelCMS And SAP ApplicationsCRM And SeibelCall Center Agent " Suez Cement "CommunicatorConsumer ServicesCreativity And InnovationCustomer Relationship SupervisorCustomer ServiceCustomer Support ManagerCustomer-orientedEnglishEye-TecFMCGFinancial ServicesFood And Beverage ProductionHandles StressISO Training 9001:2015 RevisionISO Training 14001:2015 RevisionInformation Technology ServicesInternetManagementManufacturingMarketing And AdvertisingMarketing ResearchOn Track Start Certification ProgramOperation Analysis Tools ( Parto , Scatter , Stdev And HistogramOperation Team Leader " Pepsico & Al Abd"Operation Team Leader " Suez Cement"Problem SolverProperty ManagementRaya Contact CenterReal EstateSupportTeam PlayerTravelWindows, Word, Excel, Power Point And InternetWriting

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Advanced

: Advanced

: Advanced

: Intermediate

Tools and Technologies

Operation analysis tools ( Parto , scatter , Stdev and Histogram

Operation analysis tools ( Parto , scatter , Stdev and Histogram

: Expert

: Extreme - I love it!

:

1-3 years

Windows, Word, Excel, Power Point and Internet

Windows, Word, Excel, Power Point and Internet

: Expert

: Extreme - I love it!

:

3-5 years

CMS ,SAP,CRM & seibel

CMS ,SAP,CRM & seibel

: Expert

: High

:

3-5 years

Fields of Expertise

Windows, Word, Excel, Power Point and Internet

Windows, Word, Excel, Power Point and Internet

: Expert

: Extreme - I love it!

:

5-7 years

CRM and Seibel

CRM and Seibel

: Expert

: High

:

5-7 years

CMS and SAP applications

CMS and SAP applications

: Expert

: Extreme - I love it!

:

5-7 years

Key Skills

Communicator, Customer-oriented, Problem Solver, Handles Stress, Team Player

Online Presence

https://www.facebook.com/bolbola.nabil.75

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